Network Support Engineer - SASE

Responsibilities

• Lead troubleshooting through calls, screen shares, and tickets with clear communication
• Troubleshoot and resolve ControlOne issues including identity, routing, edges, policies, and endpoint agents
• Diagnose advanced network issues across LAN/WAN, firewalls, ISP connectivity, and VLANs
• Assist with device provisioning, agent deployment, edge setup, and policy tuning
• Review logs, packets, and system behaviors to isolate problems
• Manage tickets in Zendesk, prioritizing based on severity and customer impact
• Participate in the on-call rotation

Requirements

• Strong networking knowledge
• Experience with firewall configuration and troubleshooting
• Working knowledge of Wireshark and Zendesk
• Technical aptitude and problem-solving mindset
• Ability to handle de-escalation techniques

Benefits

• Medical, dental, and vision insurance
• 401K
• Disability and Life insurance
• Paid vacations and holidays
• Flexible PTO policy
• Casual, laid-back work environment
• Free refreshments and standing desks

About the Company

Cytracom delivers infrastructure software purpose-built to empower managed service providers (MSPs) and IT professionals (ITSPs) with cloud solutions that connect and secure both traditional and hybrid workforces.