[Hiring] Technical Support Specialist II @Digi International

Role Description

At Ventus we provide an exciting opportunity for a dedicated professional to join our remote technical support team. You’ll leverage your network troubleshooting expertise and communication skills in a fast-paced, customer-focused environment. This role not only allows flexibility of working from home but also offers a supportive and dynamic work culture. We equip you with the necessary tools, and we highly value your adaptability, attention to detail, and contribution. Make us part of your journey today.

Qualifications

• Professional, customer-first approach with strong and recognized customer service and interpersonal skills
• Willing and able to leverage AI-assisted tools (e.g., for knowledge lookup, documentation, and troubleshooting support) while following company guidelines and maintaining data/privacy standards
• Excellent written and verbal communication, with strong documentation habits
• Self-starter mentality with strong ownership, follow-through, and the ability to prioritize in a shifting environment
• Detail-oriented, efficient, and capable of logical/critical thinking to isolate root cause and drive resolution
• 2+ years of technical support and/or call center experience in Tier I/Tier II roles (1+ year is a plus)
• Experience providing Level 2 (or higher) support to channel partners and resellers (preferred/strong plus)

Requirements

• Troubleshooting aligned to the OSI model (Physical through Presentation layers)
• IPv4 and subnetting
• Strong proficiency in a Linux command-line environment for network troubleshooting
• Log review (Linux and Cisco IOS environments), and packet capture experience using tcpdump (or equivalent)
• Linux firewalling, including the ability to view and interpret rulesets in iptables/nftables to validate allowed/blocked traffic and assist in root-cause analysis
• NAT troubleshooting, including interpreting port forwarding behavior, and isolating common issues such as asymmetric routing
• Reliable broadband internet connection
• Flexible shift availability—may include weekends, non-standard days/hours (1st, 2nd, or 3rd shift), and holidays

Benefits

• Distinctive Total Rewards package including a short-term incentive program
• New hire stock award
• Paid parental leave
• Open (uncapped) PTO
• Hybrid work environment
• Competitive medical, health & wellbeing, and compensation offerings