Digi International
Digi International
Digi International औद्योगिक IoT और मशीन-टू-मशीन तकनीकें विकसित करती है, जो संगठनों को दूर-दराज़ स्थित उपकरणों को जोड़ने, प्रबंधित करने और सुरक्षित रखने में सहायता करती हैं। इसके उत्पाद पोर्टफोलियो में एम्बेडेड सिस्टम-ऑन-मॉड्यूल, XBee RF मॉड्यूल, सेल्युलर राउटर, गेटवे, Digi Remote Manager के माध्यम से डिवाइस-प्रबंधन सॉफ़्टवेयर और Digi TrustFence जैसी सुरक्षा क्षमताएँ शामिल हैं। कंपनी एंटरप्राइज़ संचालन, लॉजिस्टिक्स, स्वास्थ्य सेवा, परिवहन और स्मार्ट-सिटी वातावरणों में उपयोग होने वाले अनुप्रयोगों के लिए कनेक्टिविटी, पेशेवर और प्रबंधित नेटवर्क सेवाएँ भी प्रदान करती है।

Technical Support Specialist II – Digi International, Remote (United States)

Provide Level 2 remote technical support for Digi International cellular, wireline, and SD-WAN connectivity solutions. Diagnose network incidents, monitor systems, and assist customers, channel partners, and field teams.

विवरण

  • Deliver Level 2 technical support within a high-volume contact center.
  • Manage inbound customer and partner requests through voice and digital channels.
  • Track network and system health using alerting and event-management tools.
  • Investigate alarms, perform initial triage, and resolve or escalate incidents.
  • Diagnose, troubleshoot, and remotely reconfigure cellular and wireline gateways and routers.
  • Troubleshoot network problems across OSI layers 1–6 with Linux command-line utilities.
  • Review Linux logs and use tcpdump and Wireshark for packet-capture analysis.
  • Record technical findings and recommended corrective actions.
  • Coordinate issue resolution with field technicians, customers, channel partners, and internal teams.
  • Assist vendors and customers with managed equipment and service installations.
  • Keep customer interactions and technical work accurately documented in ticketing systems.
  • Work with leadership to meet performance standards and key performance indicators.
  • Use company-provided equipment to complete daily responsibilities.

आवश्यकताएँ

  • At least two years of technical support or call center experience in Tier I or Tier II roles.
  • Prior Level 2 or higher support experience with channel partners or resellers is preferred.
  • Strong customer service capabilities and effective interpersonal skills.
  • Ability and willingness to use AI-assisted tools in accordance with company guidelines and data privacy standards.
  • Excellent written and verbal communication skills, supported by thorough documentation practices.
  • Demonstrated ownership, follow-through, prioritization, logical reasoning, and critical-thinking skills.
  • Ability to troubleshoot through the Physical, Data Link, Network, Transport, Session, and Presentation layers of the OSI model.
  • Working knowledge of IPv4 and subnetting.
  • Proficiency with Linux command-line tools for network troubleshooting.
  • Experience reviewing Linux and Cisco IOS logs.
  • Experience troubleshooting packet captures with tcpdump or an equivalent tool.
  • Knowledge of Linux firewall configuration using iptables or nftables rulesets.
  • Ability to troubleshoot NAT and analyze port-forwarding behavior.
  • Reliable broadband internet access.
  • Availability to work weekends, holidays, and other non-standard days or hours as needed.
  • Must have valid authorization to work in the United States when applying.
  • Visa sponsorship is not available for this position.
  • Cellular, Wi-Fi, Cisco IOS, BGP/OSPF, IKE/IPsec, Digi router hardware, Digi Remote Manager, or Digi DAL experience is desirable but not required.

लाभ

  • Flexible work-from-home arrangement.
  • Company-provided Windows laptop, headset, and peripherals.
  • Short-term incentive program.
  • New-hire stock award.
  • Paid parental leave.
  • Open, uncapped paid time off.
  • Medical, health, and wellbeing programs.
  • Competitive compensation offerings.
  • Supportive and dynamic workplace culture.

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