UniFi Tier 2 Support Specialist

UNIFI TIER 2 SUPPORT SPECIALIST
Employment Type: Full-Time
Work Setup: Remote (Latin America or Philippines)
Salary: $10-$12 per hour
Industry: Managed Service Provider (MSP) / IT Services
Time Zone: Eastern Time (ET)
About the Role
We are looking for an experienced UniFi Tier 2 Support Specialist with recent, hands-on experience supporting multiple clients in an external Managed Service Provider (MSP) environment or an equivalent multi-client IT environment.
This role will provide Tier 2 technical support across multiple client organizations, with a strong focus on Ubiquiti UniFi networking environments.
The ideal candidate is comfortable troubleshooting escalated network issues, switching between different client environments throughout the day, independently owning tickets through resolution, and clearly documenting technical findings and next steps.
Recent, daily hands-on UniFi experience is required, including experience setting up and managing at least 10 UniFi installations.
Candidates from Latin America and the Philippines are welcome to apply, provided they meet the technical, communication, and scheduling requirements.
Key Responsibilities
Provide Tier 2 network support across multiple client organizations within an external MSP or equivalent multi-client IT environment.
Troubleshoot escalated networking and UniFi-related issues that cannot be resolved at Tier 1.
Support and maintain Ubiquiti UniFi environments, including UniFi Dream Machine Pro, UniFi Dream Machine SE, and other comparable or more complex UniFi equipment.
Perform hosted-to-console and console-to-console UniFi migrations.
Diagnose issues involving: Routing, VLANs, DHCP, DNS
NAT
Firewall rules
Wi-Fi connectivity and performance
Independently investigate and own technical issues from escalation through resolution.
Determine when an issue requires further escalation and provide complete documentation and troubleshooting context.
Communicate clearly with clients regarding technical findings, updates, timelines, and resolutions.
Create and maintain technical documentation and SOPs.
Use downtime proactively for documentation, technical learning, internal process improvement, and SOP creation.
Use ChatGPT or other AI platforms to assist with technical documentation and workflow development where appropriate.
Non-Negotiable Requirements
1. External MSP Experience or Equivalent Multi-Client IT Experience
Candidates must have recent experience working for an external Managed Service Provider (MSP) or an equivalent IT environment involving multiple client organizations.
Candidates must have:
Supported multiple client organizations concurrently.
Regularly switched between different client environments, users, network designs, and priorities.
Managed technical issues across several different businesses throughout the same workday.
Demonstrated the ability to adapt to different technical environments rather than repeatedly supporting one standardized internal environment.
Candidates whose most recent experience is limited to supporting a single internal IT environment will not be considered.
Preferred: Experience supporting 30+ client organizations concurrently.
2. Recent UniFi Experience
Candidates must have daily, hands-on UniFi experience in their current or immediately previous role.
Required experience includes:
Setting up and managing at least 10 UniFi installations.
Working with UniFi consoles, networks, and firewalls in production environments.
Performing hosted-to-console and console-to-console migrations.
Troubleshooting production UniFi environments independently.
Demonstrating practical experience with UniFi OS 4.4.6 or later and UniFi Network 10.0.160 or later.
Experience with UniFi Dream Machine Pro and UniFi Dream Machine SE is relevant, but candidates may also qualify through substantial experience with comparable or more complex UniFi equipment.
Candidates with strong experience managing complex UniFi environments, such as the UniFi Gateway Pro (UXG-Pro), may be considered even if they have limited experience with the specific Dream Machine models listed above.
The ability to manage complex UniFi environments is more important than having experience with every individual device model.
3. Networking Knowledge
Candidates must have strong working knowledge of:
Routing
VLANs
DHCP
DNS
NAT
Firewall rules
Wi-Fi fundamentals
Network troubleshooting methodology
Candidates must be able to explain not only what troubleshooting steps they would take, but also why they would take them.
4. English Communication
Candidates must demonstrate:
Strong spoken and written English.
Clear and confident technical communication.
Professional and empathetic client interaction.
Reliable follow-through.
The ability to explain technical issues in a way clients can understand.
The ability to set accurate expectations regarding troubleshooting and resolution.
Candidates may have an accent, provided their spoken English is clear and easily understandable to clients.
The key requirement is that clients can understand the candidate without repeatedly asking them to repeat themselves, especially when assisting frustrated customers.
AI tools may be used to assist with written communication, grammar, and documentation where appropriate.
5. Eastern Time Zone Experience and Availability
Candidates must be available to work the client's Eastern Time schedule.
For candidates based in the Philippines, previous experience working Eastern Time hours, including overnight or graveyard shifts, is required.
Candidates must demonstrate that they can consistently maintain the schedule and reliably attend work during the client's busiest hours.
The role requires flexibility to work within the client's established Eastern Time schedule.
Additional Preferred Skills
The following qualifications are preferred but are not required:
Experience supporting 30+ client organizations concurrently.
API integration knowledge involving Halo, UniFi, and Dialpad.
AI integration and implementation.
Web dashboard building.
Additional automation experience.
Ownership and Documentation
The ideal candidate:
Works independently with minimal supervision.
Takes ownership of escalated issues through resolution.
Documents troubleshooting steps thoroughly.
Creates SOPs after learning new processes.
Uses downtime proactively for documentation, learning, and process improvement.
Is comfortable using ChatGPT and similar AI tools to assist with SOP creation and technical workflows.
Knows when an issue should be escalated beyond Tier 2 and provides the appropriate context when doing so.

Work arrangement
Yes