Business Networks Support Engineer
Pubblicato il 07-09-2026 - Omada by TP-Link Italia in Milano
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 net