Lead - Customer Support

Device42 is looking for a highly experienced Lead - Customer Support to join our Product Support team as a senior technical escalation resource for our growing customer base. The Lead - Customer Support will work with customers, handling complex, high-impact issues that require deep networking, systems, and infrastructure expertise. You will independently own and resolve the most difficult technical problems, mentor junior support engineers, and partner closely with Engineering and Product on defect resolution and long-term fixes. A positive attitude, strong customer service instincts, and expert-level troubleshooting skills are required. You will be looked to as the technical authority on our product and on the customer environments it supports — networks, virtualisation, and cloud infrastructure alike.    Job Requirements Bachelor's degree in an IT-related field or equivalent work experience 7–12 years of direct customer support, network engineering, or systems administration experience, with significant time spent in a senior/escalation-tier (L3) capacity Deep, hands-on knowledge of datacenter operations, including physical and virtual infrastructure Expert-level networking knowledge is required — this is a core, non-negotiable requirement for the role Strong working knowledge of SNMP, VMware, and Virtual Desktop Infrastructure (VDI) Working knowledge of AWS cloud services and how cloud infrastructure is discovered and represented in a CMDB Main Responsibilities Take ownership of the customer issues escalated from L1/L2, seeing problems through to full resolution Research, diagnose, troubleshoot, and identify solutions for system and network issues  Perform in-depth analysis of customer network architecture (routing, VLANs, firewalls, ACLs, NAT) to isolate root causes of discovery and connectivity failures Follow standard procedures for escalating unresolved issues to the appropriate internal teams, while acting as the escalation point for those below you Respond to partner and customer inquiries through email and telephone, including complex technical discussions with customer network/infrastructure teams Oversee and follow up on open customer issues, ensuring timely and complete resolution. Develop customer relationships through professional, dependable, and accurate interactions Reply to customer mission-critical issues outside business hours as needed. Ability to independently read, interpret, and troubleshoot against customer network diagrams and architecture documentation Experience diagnosing issues at the packet level (e.g., packet captures/traceroutes) to isolate connectivity and discovery failures Comfortable acting as the technical authority in customer-facing network architecture discussions Inform the development team of client functionality requests or software change requests, backed by technical root-cause context. Participate in an on-call support rotation, which could include weekends and holidays Author troubleshooting guides and knowledge base content, and mentor L1/L2 engineers on networking, SNMP, virtualisation, and cloud fundamentals Willing to work in rotational shifts, including the US time zone. Proven ability to diagnose complex, multi-layered technical issues spanning network, systems, and application layers Strong analytical and root-cause analysis skills Experience with ticketing systems and SLA-driven, escalation-tier support environments Technical Skills: Expert-level, hands-on knowledge of TCP/IP networking, subnetting, routing protocols (OSPF, BGP), VLANs, and switching/routing architecture Deep, demonstrated experience troubleshooting complex network architectures across LAN/WAN, data center, multi-site, and hybrid cloud environments Strong command of firewall rules, ACLs, NAT, and segmentation, and how they impact device discovery and connectivity Lead network engineering and systems administration troubleshooting for customer environments, including SNMP polling, discover