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 below you
Respond to partner and customer inquiries through email and telephone, including complex technical discussions with customer network/infrastructure teams
Oversee and follow up on open customer issues, ensuring timely and complete resolution.
Develop customer relationships through professional, dependable, and accurate interactions
Reply to customer mission-critical issues outside business hours as needed.
Ability to independently read, interpret, and troubleshoot against customer network diagrams and architecture documentation
Experience diagnosing issues at the packet level (e.g., packet captures/traceroutes) to isolate connectivity and discovery failures
Comfortable acting as the technical authority in customer-facing network architecture discussions
Inform the development team of client functionality requests or software change requests, backed by technical root-cause context.
Participate in an on-call support rotation, which could include weekends and holidays
Author troubleshooting guides and knowledge base content, and mentor L1/L2 engineers on networking, SNMP, virtualisation, and cloud fundamentals
Willing to work in rotational shifts, including the US time zone.
Proven ability to diagnose complex, multi-layered technical issues spanning network, systems, and application layers
Strong analytical and root-cause analysis skills
Experience with ticketing systems and SLA-driven, escalation-tier support environments
Technical Skills:
Expert-level, hands-on knowledge of TCP/IP networking, subnetting, routing protocols (OSPF, BGP), VLANs, and switching/routing architecture
Deep, demonstrated experience troubleshooting complex network architectures across LAN/WAN, data center, multi-site, and hybrid cloud environments
Strong command of firewall rules, ACLs, NAT, and segmentation, and how they impact device discovery and connectivity
Lead network engineering and systems administration troubleshooting for customer environments, including SNMP polling, discovery configuration, and credential/access issues
Support customer VMware and VDI environment discovery, including hosts, clusters, VMs, and datastores
Support discovery and inventory of AWS cloud resources (EC2, VPC, networking constructs) within customer environments
SNMP - Expert working knowledge of SNMP v1/v2c/v3 protocols, MIBs, and OID structures
Advanced ability to troubleshoot SNMP community strings, authentication/encryption (SNMPv3), credential issues, and polling failures at scale
Experience with Windows and Linux server configuration, including remote access protocols (WMI, SSH, WinRM)
Hands-on experience with VMware vSphere/vCenter environments, including hosts, clusters, VMs, and datastores
Familiarity with Virtual Desktop Infrastructure (VDI) platforms (e.g., Citrix, VMware Horizon) and how they integrate with discovery/CMDB tools
Working knowledge of core AWS services relevant to infrastructure discovery: EC2, VPC, Subnets, Security Groups, IAM, and Route 53
Understanding of how cloud-native networking constructs (VPC peering, NAT gateways, load balancers) affect discovery and asset mapping
Familiarity with AWS CLI/console for troubleshooting connectivity and permission issues impacting discovery jobs
Experience with Device42 or similar CMDB/ITAM discovery tools (e.g., ServiceNow Discovery, Freshservice, BMC Helix Discovery) strongly preferred
7–12 years of direct customer support, network engineering, or systems administration experience, with significant time spent in a senior/escalation-tier (L3) capacity
Excellent verbal and written communication skills, with the ability to explain complex technical concepts to varied audiences
Strong customer-first mindset with a focus on timely resolution and clear communication
Ability to work independently while collaborating cross-functionally with Engineering, Product, and Customer Success teams
Comfortable managing multiple priorities and mentoring junior engineers in a fast-paced support environment

Employment type
Full-time

Work arrangement
No