Job Summary

We are seeking a skilled and proactive L3 Network Engineer to join our support team. This role provides advanced technical support within a secure, air-gapped sovereign cloud environment, bridging the gap between operation or engineering teams. This position involves monitoring, troubleshooting, and optimizing networks to ensure high availability and performance.You will also be responsible for diagnosing complex issues, maintaining operational stability, and contributing to continuous improvement of support processes in a restricted infrastructure.

Key Responsibilities

Advanced Incident Troubleshooting & Resolution

• Act as an escalation point for complex incidents passed from the Operation Support team.
• Perform in-depth root cause analysis for system, application, or network issues.
• Collaborate with engineering or operation teams for high-severity issues, using secure communication protocols.
• Apply advanced troubleshooting techniques to resolve issues while adhering to SOPs and security guidelines.

Operational Support & Maintenance

• Monitor systems and service health metrics proactively to identify and mitigate potential issues
• .Execute regular maintenance activities, patches, and system checks within the secure environment.
• Support deployment and configuration changes during maintenance windows.
• Contribute to system stability and uptime by implementing preventive measures and automation (where feasible).

Knowledge Base & SOP Enhancement

• Document detailed troubleshooting procedures, workarounds, and resolution for the knowledge base/library
• Update and refine SOPs based on incident patterns and post-mortem outcomes.
• Mentor L1 and L2 engineers.

Compliance & Security

• Operate strictly within the guidelines of a classified, air-gapped infrastructure.
• Uphold all data handling, communication, and incident reporting procedures as per security protocols.
• Report anomalies or potential security incidents immediately through proper channels.

Qualifications

Required:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• 5 years of experience in infrastructure operations, with at least 2 years experience in L2 support roles.

• Strong knowledge of Linux and/or Windows systems administration.

• Experience with monitoring tools (e.g., Prometheus, Grafana), logging systems, and ticketing platforms like ServiceNow, Freshworks.

• Experience with Network and DevOps monitoring tools 

• Solid understanding of networking fundamentals (TCP/IP, DNS, firewalls).

• Ability to troubleshoot hardware, virtual machines, and cloud environments.

• Possess industry recognized Network professional certifications, i.e. Cisco’s CCNA, CCNP or equivalent.

• Excellent problem-solving and communication skills.

• Willingness to work odd hours or during maintenance windows as needed.

Skills & Abilities

Preferred:

• Experience working in air-gapped, high-security, or restricted environments.

• Experience in working with enterprise network setup.

• Familiarity with Kubernetes, containerization, or service orchestration.

• Scripting experience (e.g., Bash, Python) for automation and diagnostic tasks.

• ITIL certification or familiarity with IT service management (ITSM) processes is an added advantage.

• Palo Alto Networks Certified Software Firewall Engineer (PCSFE) or equivalent.

• Exposure to security auditing and compliance procedures.

Expected Minimum Years of Experience

• 5 years of experience in infrastructure operations, with at least 2 years experience in L2 support roles.