Business Networks Support Engineer

TP-Link Italia is seeking an experienced, customer-facing Business Network Support Engineer (L2 / FAE) to join our local Italy team. This position focuses on our SMB/Enterprise networking product lines and business customers. The engineer will act as the technical owner for complex networking cases escalated from L1 Support or raised directly by key customers and partners. This is not a general IT Helpdesk or Desktop Support role. The successful candidate is expected to use independent technical judgment, perform hands-on troubleshooting of complex network issues, communicate directly with customers, and work closely with L3 Support teams (R&D, testing, and product) to drive issues through to resolution.

Responsibilities

• Own and drive complex networking cases escalated from L1 Support or raised directly by key customers, from initial analysis through final resolution.
• Deliver remote and on-site L2 technical support, independently troubleshooting complex customer network and product issues.
• Perform root cause analysis using device logs, CLI debugging, packet captures, network monitoring data, and lab reproduction when required.
• Troubleshoot enterprise Layer 2 / Layer 3 and wireless issues, including routing, switching, VLAN, STP, DHCP, DNS, VPN, connectivity, performance, and roaming-related problems.
• Analyze customer technical requirements and design or validate solutions based on TP-Link products for projects, bids, and deployments.
• Work directly with key Italy customers, MSPs, system integrators, and partners as a trusted technical point of contact for advanced networking issues.
• Coordinate with L3 Support teams (R&D, testing, product) by providing clear technical evidence, reproduction results, packet captures, logs, and escalation reports.
• Collaborate with sales, presales, and engineering teams to support successful solution implementation and resolve technical risks.
• Deliver technical training to internal teams, partners, and customers on networking products, troubleshooting methods, and best practices.
• Create and maintain technical documentation, troubleshooting guides, case summaries, and internal knowledge-base articles.
• Gather structured customer feedback on product performance, interoperability, usability, and technical gaps.
• Participate in product validation, beta testing, issue reproduction, and technical readiness activities before market introduction.

Qualifications

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related technical field.
• 3+ years of hands-on experience in L2 enterprise network technical support, network engineering, FAE, or an equivalent customer-facing networking role. Experience limited mainly to IT Helpdesk, Desktop Support, PC deployment, or end-user support is NOT sufficient.

Technical Skills

• Strong hands-on knowledge of enterprise networking technologies and protocols, including TCP/IP, VLAN, STP, DHCP, DNS, routing, switching, VPN, and enterprise wireless networking.
• Proven experience configuring and troubleshooting enterprise routers, switches, wireless access points/controllers, and network security devices in real customer or production environments.
• Proficiency in advanced troubleshooting techniques, including CLI diagnostics, log analysis, packet capture analysis (e.g., Wireshark), fault isolation, root cause analysis, and lab reproduction.
• Hands-on experience with enterprise networking vendors such as Cisco, Aruba/HPE, Huawei, Juniper, Fortinet, MikroTik, Cambium, Ubiquiti, or equivalent platforms is highly preferred.

Skills

• Excellent written and verbal communication skills in English and Italian, with the ability to explain complex technical issues clearly to customers and internal engineering teams.
• Strong customer-facing mindset with the ability to independently own difficult technical cases, manage customer expectations, and drive issues to closure.
• Ability to collaborate effectively with L1 Support, L3/R&D, sales, presales, product, and other cross-functional teams.
• Ability to respond to urgent or business-critical customer cases, including situations that may require attention outside regular working hours.
• Relevant enterprise networking certifications such as CCNA, CCNP, HCIA/HCIP, Aruba, Fortinet, or equivalent certifications are preferred.
• Experience delivering technical training, knowledge transfer, or technical guidance to internal teams, partners, or customers.
• Previous experience supporting enterprise customers, MSPs, ISPs, system integrators, or working in a vendor TAC / L2 technical support environment is highly preferred.
• Experience using ticketing and case-management systems such as Zendesk, ServiceNow, Remedy, or equivalent platforms.