Responsibilities:

• Build and utilize capacity dashboards to proactively identify and address network stockout issues.  Investigate and resolve network incidents, outages, and connectivity problems related to customer capacity limitations.

• Review network traffic, bandwidth utilization, latency and identify potential capacity constraints.  Monitor customer usage patterns and proactively identify potential capacity needs.

• Collaborate with the Operations Lead, customer engineers, and other team members to diagnose and resolve complex issues affecting customer capacity.

• Apply troubleshooting methodologies and best practices to restore services and customer capacity quickly.

• Maintain accurate and up-to-date network documentation, including diagrams, configurations, and troubleshooting guides, with a focus on customer capacity details.

• Document incidents, resolutions, and capacity-related changes in a knowledge base to facilitate future troubleshooting and capacity planning efforts.

Qualifications:

• Education: Associate's degree in Computer Science, Networking, or a related field.

• Experience:

  • 5+ years of experience in network operations or a related field, with a focus on cloud environments.

  • Experience with cloud networking platforms (e.g., AWS, Azure).

  • Familiarity with network monitoring and troubleshooting tools.

  • Experience working with customer support or customer success teams.

Skills:

• • Strong understanding of network protocols and technologies (TCP/IP, routing, switching).

  • Proficiency in troubleshooting network issues at various layers (physical, data link, network).

  • Ability to work independently and as part of a team.

  • Excellent communication and customer service skills.

Preferred:

• • Certifications in networking (e.g., CCNA, Network+).

  • Experience with scripting or automation tools for capacity management.

  • Knowledge of cloud capacity planning and scaling best practices.