Business Network Support Engineer L2 (ONSITE)

Overview

Business Network Support Engineer L2 (ONSITE) role at TP-Link. TP-Link Systems Inc. is a global provider of networking devices and smart home products, serving customers in over 170 countries. The L2 engineer will support SMB / Enterprise product lines and global business customers, assisting Level 1 Support Specialists and resolving network-related issues in a timely and efficient manner. The role requires documentation of support tickets, escalation of complex issues to higher-level teams when necessary, and ensuring incidents are resolved in accordance with service level agreements. The candidate should have strong knowledge of business-level networking.

Responsibilities

• Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers.
• Deliver remote and on-site technical support for troubleshooting and resolving product issues.
• Analyze technical requirements for customer bids and proposals.
• Design and deliver solutions based on TP-Link products that meet customer and business objectives.
• Collaborate with sales and engineering teams to ensure successful implementation of solutions.
• Work directly with key U.S. customers to address inquiries, ensure satisfaction, and build long-term relationships.
• Coordinate with L3 Support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
• Deliver training sessions to internal teams (e.g., L1 Support) to enhance their technical expertise.
• Conduct technical training for external customers to help them better understand and utilize products.
• Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
• Gather feedback from customers regarding product performance and usability.
• Participate in the validation and testing of new products to ensure technical readiness for market entry.

Requirements

Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field; 3+ years of experience in technical support, network solutions, or a related role.

Strong understanding of networking protocols (e.g., TCP / IP, UDP, DNS, DHCP) and network architectures (e.g., LAN / WAN, VLAN, VPN); hands-on experience with networking devices (routers, switches, access points); proficiency in analyzing logs, packet captures, and designing technical solutions; experience with bid analysis and crafting technical solutions for enterprise clients is a plus.

Excellent written and verbal English communication; strong customer service mindset; ability to work collaboratively with cross-functional teams; ability to respond to urgent cases (including outside regular hours); relevant certifications such as CCNA, CCNP, or equivalent; experience providing training to internal teams and external customers; familiarity with enterprise-level technical support.

Benefits

Please note : TP-Link is an equal opportunity employer. We prohibit discrimination and harassment of any kind. No third-party agency inquiries, and visa sponsorships are not available at this time.

J-18808-Ljbffr