ISP Network Support Engineer

Location: Costa Rica, Mexico, Colombia

Department: Candidate Sourcing

Workplace: remote

Description

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 diagnosis and resolution.
• You proactively look for ways to prevent repeat incidents.

What a Typical Day Looks Like

Your day may include:

• Troubleshooting customer connectivity, latency, and routing issues.
• Investigating BGP/OSPF or multi-WAN failover problems.
• Configuring MikroTik routers, VLANs, VPNs, firewalls, and QoS.
• Monitoring wireless backhaul and ISP infrastructure.
• Provisioning new customer connections.
• Troubleshooting Peplink SpeedFusion or bonded WAN deployments.
• Investigating VoIP quality issues.
• Supporting infrastructure expansions and network upgrades.
• Updating configuration records and network diagrams.
• Coordinating with engineering and field teams on escalations.

In short: you help keep production ISP infrastructure stable, scalable, and highly available while solving complex customer and network issues across modern wired, wireless, and SD-WAN environments.

Key Metrics for Success

• Fast and accurate ticket resolution.
• High network uptime and reliability.
• Reduced repeat incidents and escalations.
• Successful customer provisioning.
• Effective resolution of routing and failover issues.
• Accurate network documentation and configuration management.
• Strong customer satisfaction and communication quality.

Why This Role Stands Out

• Hands-on exposure to real ISP/WISP production infrastructure.
• Work directly with BGP, MikroTik, Peplink, SD-WAN, wireless backhaul, and multi-WAN environments.
• Exposure to modern connectivity technologies including Starlink and hybrid WAN.
• Strong technical ownership rather than basic Tier 1 support.
• Opportunity to work across both customer-facing troubleshooting and infrastructure operations.
• Clear growth opportunities into:
• Senior Network Engineer
• ISP Network Engineer
• Infrastructure Engineer
• Network Operations Lead
• Network Architect

Interview Process

• Initial Screening Call
• Technical Interview
• Practical Network Troubleshooting Scenario
• Final Interview
• Offer & Onboarding

Apply Now

If you have hands-on ISP/WISP networking experience, understand BGP, MikroTik, multi-WAN, SD-WAN, and wireless infrastructure, and enjoy solving complex production networking problems, we’d love to hear from you.

Apply today and help maintain reliable, high-performance connectivity across modern ISP and hybrid network environments.

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