Escalated Support Engineer

About the role

The Escalated Support Engineer provides second‑level operational support for Superloop’s broadband and network services, handling complex faults and escalations for both internal teams and external customers.

Key responsibilities

• Respond to escalations from Level‑1 support promptly, both remotely and on‑site.
• Diagnose, resolve and document enterprise network issues, including firmware upgrades and equipment configuration.
• Conduct incident, problem and outage management according to established protocols.
• Perform on‑site audits, optimise wireless deployments and ensure network performance meets design specifications.
• Provide training, onboarding and mentorship for new starters.
• Escalate critical issues to Engineering and other specialised teams.

Required profile

• Strong technical education in networking technologies and hardware.
• High level of customer service and ability to manage high‑pressure situations.
• Excellent verbal and written communication skills.
• Valid driver’s licence, ability to travel domestically and internationally.
• Eligibility for background checks and relevant safety certifications.

Required skills

• IPv4 and IPv6 networking
• Ethernet switching technologies
• IP routing and forwarding
• Wireless technologies, radio frequencies and coverage planning
• Experience with Ekahau suite for wireless design and survey

What we offer

• Quarterly Superstar Awards and milestone gifts
• Referral bonus and flexible work arrangement (3 days office, 2 days home)
• Monthly engagement events, team outings and healthy snack days
• Career Excellence Program and Employee Assistance Program