Lead - Customer Support

Device42 is looking for a highly experienced Lead - Customer Support to join our Product Support team as a senior technical escalation resource for our growing customer base. The Lead - Customer Support will work with customers, handling complex, high-impact issues that require deep networking, systems, and infrastructure expertise. You will independently own and resolve the most difficult technical problems, mentor junior support engineers, and partner closely with Engineering and Product on defect resolution and long-term fixes. A positive attitude, strong customer service instincts, and expert-level troubleshooting skills are required. You will be looked to as the technical authority on our product and on the customer environments it supports — networks, virtualisation, and cloud infrastructure alike.    Job Requirements Bachelor's degree in an IT-related field or equivalent work experience 7–12 years of direct customer support, network engineering, or systems administration experience, with significant time spent in a senior/escalation-tier (L3) capacity Deep, hands-on knowledge of datacenter operations, including physical and virtual infrastructure Expert-level networking knowledge is required — this is a core, non-negotiable requirement for the role Strong working knowledge of SNMP, VMware, and Virtual Desktop Infrastructure (VDI) Working knowledge of AWS cloud services and how cloud infrastructure is discovered and represented in a CMDB Main Responsibilities Take ownership of the customer issues escalated from L1/L2, seeing problems through to full resolution Research, diagnose, troubleshoot, and identify solutions for system and network issues  Perform in-depth analysis of customer network architecture (routing, VLANs, firewalls, ACLs, NAT) to isolate root causes of discovery and connectivity failures Follow standard procedures for escalating unresolved issues to the appropriate internal teams, while acting as the escalation point for those be