Enterprise Support Engineer

Description
About the Role
As an Enterprise Support Engineer, you will be the primary technical authority for NinjaOne's largest global accounts, with a specialized focus on the intersection of RMM software and complex network infrastructure. This role requires a "Network-First" troubleshooting mindset-identifying whether a performance bottleneck stems from the application, the endpoint, or the underlying transport layer. We are looking for an experienced veteran who can navigate high-pressure network outages and configuration hurdles with the same precision they apply to endpoint management. This role will report into the Director of North American Support with close ties to the Enterprise Sales organization.
Location - Hybrid in Austin, TX (in-office 2-3 days per week).
What You'll be Doing
Network Architecture & Troubleshooting

• Infrastructure Analysis: Diagnose and resolve complex networking issues affecting RMM connectivity, including DNS resolution errors, TCP/IP stack corruption, DPI and SSL inspection configuration, and persistent VPN tunnel instability

• Security & Firewall Management: Consult with enterprise IT teams to optimize firewall rules, NAT traversal, and proxy configurations to ensure seamless, secure communication between NinjaOne agents and the cloud controller. Exposure or familiarity with Fortinet, Palo Alto, Cisco as well as zero trust tools like Zscaler, Check Point, Cloudflare

• VLAN & Segmented Environments: Support customers operating within highly regulated, air-gapped, or segmented VLAN environments, ensuring patch management and monitoring tools respect internal security boundaries

• Packet-Level Analysis: Utilize tools like Wireshark or tcpdump to perform deep packet inspection, identifying latency sources or handshake failures in multi-site enterprise WANs

• Diagnostics & Observability: Analyze system logs, telemetry, and monitoring data to identify systemic issues across large endpoint fleets

• Enterprise SLA Management: Support customers operating under strict SLAs and ensure timely resolution and communication during high-impact incidents.

Advanced Endpoint & Automation

• Tier 3 Escalations: Serve as the final escalation point for critical issues involving Windows, macOS, and Linux endpoints across environments with 1,000+ nodes

• Network-Aware Scripting: Develop PowerShell or Bash scripts that automate network diagnostic tasks, such as automated trace-routes, port-querying, and bandwidth throttling for remote software deployments

Strategic Leadership

• Network Advocacy: Act as the internal voice for network-related product improvements, working with Engineering to enhance the platform's performance across low-bandwidth or high-latency networks

• Socratic Mentorship: Lead technical workshops for Tier 1 and 2 teams specifically focused on "The OSI Model in Support," teaching junior techs how to systematically isolate network vs. software faults

• Root Cause Analysis: Conduct deep technical investigations and produce clear post-incident reports outlining root cause, mitigation, and long-term remediation

• Knowledge Development: Create internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency.

• Assist in complex troubleshooting outside of Enterprise-specific customers

• Other duties as needed

About You

• You align with our values Curiosity, Integrity, Kindness, Humility, & Builders and are committed to creating an environment where these values flourish in our teams

• Networking Expertise: 5+ years of experience managing or supporting enterprise-grade networking. You must be comfortable discussing BGP, OSPF, SD-WAN, and SSL/TLS certificate chains

• Technical Breadth: 5+ years in Enterprise Technical Support or Systems Administration, supporting diverse hardware across global sites

• Identity & Access: Deep knowledge of Radius, NPS, and identity-driven network access control (NAC)

• Tools: Expert proficiency in network diagnostic suites and RMM tools (e.g., ConnectWise, Kaseya, N-able)

• Education: Bachelor's degree in Computer Science, Network Engineering, or equivalent industry experience

• Primary Certification: CCNP (Enterprise), JNCIS-ENT, Network+, or equivalent enterprise networking experience required

• Secondary Certification: CWNA (Certified Wireless Network Administrator) or specialized Security certifications (CCNP Security/CISSP) strongly preferred

• Prior experience with IDP, SMTP, MDM, ITSM

• Experience supporting enterprise applications or internal platforms

• Prior experience working in an enterprise or regulated environments

• Familiarity with ticket-based support workflows

• Familiarity with Unix/Linux command-line environments

• Exposure to application configuration, customization, or administration

• Strong ability to gather and translate business requirements into technical solutions

About Us
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries .
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend . By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years .
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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