Technical Support Specialist II

Digi International

. Provide Level 2 technical support in a fast-paced contact center .

Posted 10/9/2026full-timeRemote • United StatesJuniorMid-Level💰 $47,500 - $67,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Level 2 technical support, including troubleshooting across OSI layers and proficiency in Linux command-line tools. Strong communication and documentation skills are essential for coordinating with customers and partners while maintaining performance metrics.

Highest-signal resume keywords

Level 2 Technical SupportLinux Command-Line ProficiencyOSI Model TroubleshootingPacket Capture TroubleshootingCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingLinux ProficiencyCisco IOS Log ReviewPacket CaptureNAT TroubleshootingIPv4 and SubnettingLinux FirewallingEvent ManagementRemote Diagnostics

Soft Skills

Interpersonal SkillsCommunication SkillsCritical ThinkingOwnershipPrioritization

Tools & Technologies

TcpdumpWiresharkDigi Remote ManagerDigi Router HardwareAI-Assisted Tools

Industry Keywords

Contact CenterCall Center ExperienceChannel PartnersVendor InstallationsTechnical Documentation

Tech Stack

Tools & technologies

iOSLinux

About the role

Key responsibilities & impact

Provide Level 2 technical support in a fast-paced contact center
Handle inbound customer and partner contacts through voice and digital channels
Monitor network and system health with alerting and event-management platforms
Respond to alarms, perform initial triage, and resolve or escalate incidents
Perform remote diagnostics, troubleshooting, and reconfiguration of cellular and wireline gateways/routers
Troubleshoot network issues across OSI layers 1–6 using Linux command-line tools
Analyze Linux logs and perform packet-capture troubleshooting with tcpdump and Wireshark
Document findings and recommended actions
Coordinate troubleshooting with field technicians, customers, channel partners, and internal contacts
Support vendor/customer installations of managed equipment and services
Maintain accurate customer interaction and technical-work documentation in ticketing systems
Meet performance expectations and KPIs with leadership
Use company-supplied equipment to perform daily work

Requirements

What you’ll need

2+ years of technical support and/or call center experience in Tier I/Tier II roles
Level 2 or higher support experience for channel partners and resellers preferred
Strong customer service and interpersonal skills
Willingness and ability to use AI-assisted tools while following company guidelines and data/privacy standards
Excellent written and verbal communication and strong documentation habits
Strong ownership, follow-through, prioritization, logical thinking, and critical-thinking abilities
OSI model troubleshooting across Physical through Presentation layers
IPv4 and subnetting
Linux command-line proficiency for network troubleshooting
Linux and Cisco IOS log review
Packet capture troubleshooting using tcpdump or equivalent
Linux firewalling using iptables/nftables rulesets
NAT troubleshooting and port-forwarding analysis
Reliable broadband internet connection
Flexible availability for weekends, non-standard days/hours, and holidays
Valid work authorization in the United States at the time of application
Visa sponsorship is unavailable
Cellular troubleshooting, Wi-Fi troubleshooting, Cisco IOS troubleshooting, BGP/OSPF, IKE/IPsec, Digi router hardware, Digi Remote Manager, and/or Digi DAL are desired but not required

Benefits

Comp & perks

Flexible work from home arrangement
Company-supplied Windows laptop, headset, and peripherals
Short-term incentive program
New hire stock award
Paid parental leave
Open (uncapped) PTO
Medical, health, and wellbeing offerings
Competitive compensation offerings
Supportive and dynamic work culture