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Digi International
Digi International
501 – 1,000 Employees
H1B Visa SponsorConsultingHealthcareLogistics
Digi International develops industrial IoT and machine-to-machine technologies that help organizations connect, manage, and secure distributed equipment. Its portfolio includes embedded system-on-modules, XBee RF modules, cellular routers, gateways, device-management software through Digi Remote Manager, and security capabilities such as Digi TrustFence. The company also provides connectivity, professional, and managed network services for applications across enterprise operations, logistics, healthcare, transportation, and smart-city environments.
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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.

USUnited States
$47,500 – $67,000 / year
RemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredIT Support
iOSLinux

Description

  • 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.

Requirements

  • 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.

Benefits

  • 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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