Network Support Engineer – UCaaS
Department: Technical Assistance Center (TAC)
Reports To: Director, Technical Support
POSITION SUMMARY:
The Network Support Engineer – UCaaS is a customer-facing technical role responsible for supporting managed network services and UCaaS solutions. This position serves as a primary escalation and triage resource for customer issues involving data networking and voice services and is responsible for supporting and training customers on administrator-level UCaaS and network-adjacent services.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide customer-facing technical support for managed network services including firewalls, SD‑WAN, and edge devices
- Serve as an escalation point for customer incidents involving data networking, connectivity, and voice service impacts
- Support complex customer environments where data networking and UCaaS services intersect, requiring hands-on troubleshooting and judgment
- Perform real-time troubleshooting and issue triage to identify root cause and drive resolution
- Work directly with customers during escalations to clearly communicate issues, actions, and outcomes
- Support UCaaS platforms from an administrative and troubleshooting perspective
- Support and train customers on UCaaS and SD‑WAN / managed security services with a focus on administrator-level enablement and self-sufficiency
- Assist customers with UCaaS configuration, portal usage, and service changes
- Develop and maintain customer-facing training materials and internal reference documentation
- Wireless WAN Management: Provision, configure, and troubleshoot 4G/5G wireless solutions for primary and failover connectivity.
- Utilize Cradlepoint NetCloud Manager (AT&T) and Verizon Digital Resource Manager (DRM) to perform remote diagnostics, firmware management, and data utilization monitoring.
- Participate in an on-call escalation rotation as assigned
- Collaborate with Engineering, Product, and Service Delivery teams as needed
REQUIRED QUALIFICATIONS
- 3 to 6 years of experience in a customer-facing network, IT, or managed services support role
- Hands-on experience supporting network environments in production
- Strong understanding of networking fundamentals including routing, switching, VPNs, and traffic flow
- Experience supporting or administering voice or UCaaS platforms
- Strong verbal and written communication skills
- Ability to work effectively with customers during escalations
- Familiarity navigating FortiGate and FortiOS in a production environment
- Bachelor’s degree in Information Technology, Network Engineering, Computer Science, or a related field, or 5 or more years of equivalent hands-on experience in a technical network or managed services role.
PREFERRED QUALIFICATIONS
- Experience in a Managed Services Provider, UCaaS provider, or telecommunications environment
- Hands-on experience administering FortiGate firewalls and working with FortiOS in a production environment
- Experience with other firewall platforms considered, with preference given to candidates familiar with Fortinet
- Direct experience managing cellular gateways via cloud platforms such as AT&T NetCloud and Verizon DRM.
- Prior experience delivering customer training or technical enablement
- CCNA/JNCIA, CCNP/JNCIS, or equivalent certifications
- Fortinet NSE 4 certification
Equal Opportunity Employer
FirstComm is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.