ISP Network Support Engineer

ISP Network Support Engineer (BGP, MikroTik, Peplink, SD-WAN & Wireless) – Remote | U.S. Hours

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

On-Call: Rotating after-hours emergency support — approximately 1 week per month

About the Role

At Pavago, we’re hiring an ISP Network Support Engineer for one of our clients to support customer-facing troubleshooting and production network operations across a growing multi-WAN ISP environment.

This is not a basic helpdesk role . You’ll work directly with live network infrastructure across fiber, fixed wireless, bonded WAN, Starlink, and SD-WAN deployments , troubleshooting complex connectivity issues and maintaining reliable, high-availability services.

You’ll work hands-on with technologies including MikroTik RouterOS, Peplink SpeedFusion, BGP, OSPF, Cambium, Ubiquiti, Siklu, Aviat, and enterprise wireless infrastructure .

This role is particularly well suited to someone with hands-on ISP, WISP, FTTH, or MSP experience who is comfortable troubleshooting production networks while communicating directly with customers.

What You’ll Own

Customer Network Support & Troubleshooting

• Diagnose customer issues involving:

• Connectivity and outages

• Latency and packet loss

• Routing instability

• VoIP and call-quality problems

• WAN and failover performance

• Troubleshoot bonded WAN, SD-WAN, VPN, VLAN, and wireless connectivity issues .

• Support routers, firewalls, and Customer Premise Equipment (CPE).

• Investigate issues across multiple layers rather than simply escalating tickets.

• Document troubleshooting steps, root causes, and configuration changes.

• Communicate technical findings clearly to business customers.

• Advise customers on redundancy, failover, and network optimization.

• Participate in rotating after-hours emergency support.

ISP Network Operations

• Monitor and maintain:

• Edge routing infrastructure

• Wireless backhaul systems

• Bonded WAN infrastructure

• Core ISP services

• Provision and configure customer network deployments.

• Configure:

• Routers

• VLANs

• Firewall rules

• NAT

• QoS

• VPNs

• Diagnose BGP and OSPF routing issues , routing loops, WAN instability, and failover events.

• Maintain configuration backups, firmware updates, IP documentation, and network hardening standards.

MikroTik, Peplink & SD-WAN

• Configure and troubleshoot MikroTik RouterOS environments.

• Support Peplink SpeedFusion and InControl2 .

• Troubleshoot multi-WAN bonding and failover behavior.

• Support hybrid connectivity involving:

• Fiber

• Fixed wireless

• Starlink

• 5G

• Terrestrial WAN connections

• Optimize redundancy and high-availability configurations.

Fixed Wireless & Backhaul Infrastructure

• Support fixed wireless environments using:

• Cambium

• Ubiquiti

• PTP/PMP architectures

• Work with high-capacity wireless backhaul technologies including:

• Siklu

• Aviat

• mmWave infrastructure

• Support tower deployments, backhaul upgrades, and infrastructure expansion.

• Troubleshoot signal, connectivity, capacity, and backhaul performance issues.

VoIP & QoS

• Troubleshoot SIP and VoIP quality issues.

• Diagnose network conditions affecting voice traffic.

• Configure and optimize QoS policies.

• Prioritize latency-sensitive traffic appropriately.

• Help maintain consistent voice quality across multi-WAN environments.

Documentation & Configuration Management

• Maintain accurate:

• Network diagrams

• IP documentation

• Device configurations

• Troubleshooting records

• Configuration backups

• Document root-cause findings and remediation steps.

• Keep infrastructure documentation current following network changes.

• Help reduce repeat incidents through accurate documentation and preventative improvements.

Technical Environment

You may work across

Routing & Networking

• MikroTik RouterOS

• BGP

• OSPF

• TCP/IP

• VLANs

• NAT

• QoS

• VPNs

SD-WAN & Multi-WAN

• Peplink

• SpeedFusion

• InControl2

• Starlink

• 5G

• WAN bonding and failover

Wireless & Backhaul

• Cambium

• Ubiquiti

• Siklu

• Aviat

• PTP/PMP

• mmWave

Enterprise Wi-Fi

• Cambium cnMaestro

• UniFi

Voice

• SIP

• VoIP

• QoS and voice optimization

Required Experience & Skills

• Hands-on networking experience within an ISP, WISP, FTTH, MSP, or similar production network environment .

• Strong experience troubleshooting:

• Routing

• Switching

• WAN connectivity

• Network outages

• Failover systems

• Hands-on experience configuring:

• Routers

• Firewalls

• VLANs

• VPNs

• Strong understanding of:

• TCP/IP

• NAT

• QoS

• VLANs

• BGP

• OSPF

• Ability to troubleshoot live production networking issues methodically.

• Strong documentation and root-cause analysis skills.

• Strong written and verbal English communication.

• Ability to communicate effectively with both technical teams and customers.

• Comfortable working independently in a remote environment.

• Availability for rotating after-hours emergency support.

Strongly Preferred

• Hands-on MikroTik RouterOS expertise.

• Experience with Peplink, SpeedFusion, and InControl2 .

• Experience with:

• Cambium

• Ubiquiti

• Siklu

• Aviat

• Fixed wireless or WISP deployment experience.

• PTP/PMP and mmWave backhaul experience.

• Starlink or hybrid WAN experience.

• VoIP troubleshooting experience involving:

• SIP

• QoS

• Voice-quality optimization

• Experience supporting multi-WAN and high-availability network environments.

What Makes You a Strong Fit

• You’ve worked on real production networks , not only lab environments.

• You can troubleshoot complex connectivity problems without immediately escalating them.

• You understand how routing, WAN links, wireless infrastructure, and failover interact.

• You remain calm and methodical during outages.

• You care about uptime, redundancy, and network reliability.

• You can explain complex network problems clearly to customers.

• You take ownership of an issue through diag