Senior Network Support Engineer (SD-WAN/SASE)

Company Overview

Coevolve is a leading global provider of managed telco-independent Software Defined WAN (SD-WAN), Secure Access Service Edge (SASE), Zero Trust and cloud and multi-cloud networking solutions to enterprises. Providing services in more than 80 countries, enterprises entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs.

Our AI-enabled Smart Services platform continuously optimizes performance, resilience, and security, delivering a more intelligent and agile digital infrastructure for the modern enterprise. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ countries around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creating an environment that values all roles and good ideas.

The Role

The 24/7 global operations support team is known as the Coevolve Response Centre (CRC) and we are looking for a strong network professional to join our mission to provide world-leading managed SD-WAN and SASE services in an up-and-coming global player specialising in Managed SD-WAN.

Remote Collaboration Expectations

The Senior Network Support Engineer role will operate remotely (in the incumbent’s country of residence) as part of a global operations team with a 24/7 support model, and report to the Network Operations Centre Manager who based in Malaysia. The work pattern will follow a 24/7 model but working European business hours in a scheduled shift that includes defined overlaps with the Malaysia time-zone to support escalations, operational continuity, and team collaboration. The candidate must be willing and able to travel to the United Kingdom, Malaysia or elsewhere as required by the company from time to time (see requirements for more details).

This role is also at the forefront of Customer Service, ensuring excellent standards for Incident Management, Change Management, and Problem Management. Trained to ITIL standards, the incumbent is expected to be proactive in the delivery of support to the client and help provide a superior service vs traditional telcos and IT integrators. This role works across the deployment and management phases of our SD-WAN service offering (which in full span: Assess > Deploy > Manage > Optimize), with most of the focus being in the Manage phase which is the “business as usual” or Run stage of the lifecycle.

The incumbent will also regularly collaborate with the Coevolve Sales Team (Network Engineers and Technical Consultants) to proactively develop and implement technical solutions and best practices supporting and enabling strong business relationships with their key technical contacts across our sales geographies.

Responsibilities

• Perform advanced ticket analysis to address complex technical issues efficiently.
• Resolve a wide range of network incidents, including routing issues and third-party integrations like Zscaler.

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• Address active tickets within designated staffing levels or as directed by the CRC Manager.
• Identify and escalate new bugs for further analysis by Escalation Engineers.
• Prepare Change Management requests for approval by the Change Approval Board (CAB).
• Execute medium and high-impact changes following standard procedures, with guidance as needed.
• Take ownership of medium and high-priority user-submitted incidents (P2) through resolution.
• Lead the resolution of complex technical issues within client network environments.
• Mentor and coach Network Support Engineers, fostering their professional development.
• Conduct in-depth root cause analysis and problem-solving to address complex network issues effectively.
• Collaborate with cross-functional teams to develop and implement technical solutions and best practices.
• Ability to handle escalations and resolve conflicts within the team.
• Stay abreast of emerging technologies and industry trends to enhance support services, continuously.

Skills and Experience

1. 3+ years of industry experience in a related field (telecommunications, cloud service provider, etc.)
2. Advanced knowledge of networking protocols, technologies, and hardware.
3. Fluent written and spoken English will be key to ensure global support delivery: ability to interact at technical and conceptual level with clients and suppliers; produce strong written updates & reports, asynchronous collaboration, clear ticket documentation, and proactive escalation.
4. Ability to work to under pressure and manage tight deadlines to produce excellent quality work.
5. Experience in mentoring peers or junior team members and providing technical leadership.
6. Candidates must be comfortable and competent working with a geographically distributed team across time-zones with operating procedures that include proactive ticket updates, disciplined handovers, daily/weekly team rituals, escalation management processes and collaboration tools.

Qualifications and Requirements

• Bachelor’s degree in computer science, information technology, or a related field.
• Certifications such as CCNA, CCNP, CompTIA Network and the equivalent are highly desirable.
• Vendor Certifications such as Arista VeloCloud SD-WAN Associate and Cato CCA equivalent are highly desirable.
• Work Travel: The candidate must have a current passport and be willing and able to travel to the United Kingdom, Malaysia or elsewhere as required by the company from time to time. For expectation setting, in the first six weeks of starting, a three-week immersion with the CRC in Kuala Lumpur is mandatory with a similar follow up trip later in year one. A few 3-day work trips may also be required to London or Western Europe, but no more than three of these in an annual period. There would be at least ten days’ notice for such travel, ideally more.

What's on offer

• Opportunity to join an international managed SD-WAN/SASE specialist with the chance to work with cutting-edge technology.
• Fully remote role within a global operations team with exposure to SD-WAN, SASE, cloud networking, and security service environments.
• Exposure to global enterprise customers and a chance to be part of building the Coevolve European support presence and operations capability.
• Career growth into escalation engineering, service operations leadership, or SD-WAN/SASE specialisation.
• Certification and professional development support.
• Equipment and home-office support, subject to local employment arrangements

The incumbent will leverage on structured collaboration with the highly experienced Malaysia-based CRC team, starting with a comprehensive onboarding programme to integrate them into a global operations team.

Competitive compensation, with shift and/or on-call allowances where applicable. The role will work remotely from the incumbent’s country - employment terms, benefits, statutory leave, and working-time arrangements will be structured in accordance with the candidate’s country of residence and applicable local requirements.

Visit the Coevolve website to find out more https://www.coevolve.com