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ISP Network Support Engineer at Pavago. Job Title: ISP Network Support Engineer. Position Type:. Full-Time, Remote. Working Hours:. U.S. Hours. About the Role. We’re hiring a technically strong and proactive . ISP Network Support Engineer. to support both customer-facing troubleshooting and production network operations within a growing multi-WAN ISP environment.. This is not a basic helpdesk role. You will work directly with live network infrastructure — configuring routers, troubleshooting bonded links, supporting wireless backhaul, and maintaining high-availability systems across fiber, fixed wireless, and SD-WAN deployments.. The ideal candidate has hands-on experience in ISP, WISP, FTTH, or managed service provider environments and is comfortable balancing customer communication with deep technical execution.. What You’ll Own. Customer Support & Troubleshooting. Respond promptly and professionally to customer calls and emails related to connectivity and performance. . Diagnose and resolve issues involving bonded WAN connections, wireless links, VoIP quality, and routing misconfigurations. . Troubleshoot CPE devices, routers, and firewalls in live production environments. . Document troubleshooting steps, root cause analysis, and configuration changes accurately. . Participate in a rotating after-hours emergency support schedule (1 week per month). . Consult with business clients on connectivity optimization and redundancy strategies when needed. . Network Operations & Maintenance. Monitor and maintain core ISP infrastructure, including wireless backhaul, bonded WAN links, and edge routing devices. . Provision and configure new customer connections (router configuration, VLANs, firewall rules, QoS policies). . Troubleshoot BGP/OSPF routing issues and link failover events. . Configure and maintain MikroTik and Peplink devices in production. . Support tower deployments, backhaul upgrades, and infrastructure expansion projects. . Assist with firmware upgrades, configuration backups, and network hardening. . Maintain accurate network diagrams, IP addressing documentation, and system records. . Team Collaboration. Work closely with internal engineering and field teams to resolve complex network issues. . Escalate critical infrastructure issues appropriately while maintaining ownership. . Contribute to improving uptime, redundancy, and network optimization. . Share documentation and operational insights to improve team knowledge. . Must-Have Experience & Skills. Hands-on experience in an ISP, WISP, FTTH, or managed service provider environment. . Strong troubleshooting skills across routing, switching, and WAN connectivity. . Experience configuring routers and firewalls in production environments. . Solid understanding of TCP/IP, VLANs, NAT, VPNs, and QoS. . Experience working with BGP and/or OSPF. . Comfortable supporting both technical troubleshooting and customer communication. . Ability to work independently in a remote environment with strong documentation discipline. . Strong analytical and problem-solving mindset. . Strongly Preferred (Highly Relevant Experience). Experience with . Peplink (SpeedFusion, InControl2). in multi-WAN or bonded link environments. . Hands-on experience with . MikroTik RouterOS. . . Experience with . fixed wireless (PTP/PMP) deployments. using Cambium or Ubiquiti. . Familiarity with . mmWave backhaul systems. (Siklu, Aviat, or similar). . Experience supporting . Starlink or hybrid WAN deployments. . . VoIP troubleshooting experience (SIP, QoS prioritization). . Technical Environment. You will be working across a modern ISP infrastructure that includes:. . SD-WAN & Link Bonding:. Peplink (SpeedFusion, InControl2) bonding Starlink, 5G, and terrestrial links. . . Fixed Wireless (PMP/PTP):. Cambium and Ubiquiti networks. . . High-Capacity Backhaul:. Siklu (mmWave) and Aviat technologies. . . Enterprise Wi-Fi:. Cambium (cnMaestro) and Ubiquiti (UniFi). . . Routing & Protocols:. MikroTik (RouterOS), BGP, OSPF, VLAN segmentation. . . VoIP:. SIP troubleshooting and QoS optimization. . Key Metrics for Success. Fast, accurate resolution of support tickets. . High network uptime and minimal service disruption. . Successful provisioning and configuration of new customer connections. . Accurate and complete documentation of network changes. . Reduced repeat escalations and strong customer satisfaction. . Interview Process. Initial Screening Call . Technical Interview . Practical Troubleshooting Scenario . Final Interview . Offer & Onboarding. #LI-AG1. Company Location: Kenya.