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Support Engineer (L1)

Megaport· Operations – Customer Support
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GurugramFull-time - PermanentPosted 1mo ago

About the role

Support Engineer (L1) handling first-line technical support for Megaport’s global customers, with proactive monitoring, ticketing, and incident response in a 24/7 rotating shift, on-site in Gurugram.

Responsibilities

  • Deliver exceptional technical support and customer service via phone, email, and live chat. Process incoming customer calls promptly following ticket submissions to clarify issues, address queries, and ensure accurate understanding.
  • Skillfully assess and prioritize tickets based on urgency and operational impact, ensuring critical issues receive immediate attention.
  • Maintain high customer satisfaction by resolving issues at the first point of contact whenever possible and keeping customers informed throughout the process.
  • Meet or exceed defined KPIs and SLAs while adhering to established operating procedures and policies.
  • Strive to independently resolve customer concerns at the first point of contact, escalating complex technical issues to Senior Support Engineers (L2) only when appropriate.
  • Manage escalations between global teams (e.g., acting as a bridge between regional support teams) to ensure seamless communication and timely resolution.
  • Proactively identify opportunities to enhance customers’ services or improve their overall experience.
  • Proactively monitor company services, network ports, and peering platforms using alerting and incident response tools to ensure high availability and stability.
  • Process alert logs, detect anomalies, and take immediate corrective measures, including opening vendor or customer tickets when necessary.
  • Perform system initialization post-server reboots, verifying that traffic restores to pre-reboot baselines and escalating timely if performance inconsistencies occur.
  • Create and update detailed incident reports, maintaining accurate, real-time updates on status pages for customer transparency.
  • Regularly monitor aggregated content and performance graphs to track trends and identify potential service degradation.
  • Process maintenance notifications (internal and external).
  • Contribute to building and maintaining an integrated internal knowledge base by documenting known issues, standard operating procedures, and basic troubleshooting guides.
  • Maintain high-quality documentation for designs, configurations, known issues, troubleshooting procedures, and post-incident learnings to enable repeatable outcomes and team uplift.
  • Learn and adopt new systems, monitoring applications, and support tools introduced across integrated global operations.

Qualifications

  • Minimum of three years of proven experience in logical troubleshooting and resolving networking issues.
  • Strong foundational understanding of network infrastructure and protocols, including LAN/WAN fundamentals (Ethernet, switches, VLANs, IP addressing, ASN, prefixes, and BGP basics).
  • Hands-on experience with network equipment (e.g., Cisco, Juniper, Nokia, MikroTik, and similar platforms).
  • Good understanding of networking protocols, including MPLS, OSPF, BGP, and other advanced routing protocols.
  • Familiarity with network hardware platforms and tools used in technical support and network monitoring operations.
  • Excellent written and verbal communication skills in English
  • Ability to collaborate with global teams and work independently.
  • Detail-oriented, organized, proactive, and able to thrive in a 24/7 rotational shift environment.

Skills

Required:Network fundamentalsNetwork equipment hands-onRouting protocolsCustomer supportCommunication

Benefits

  • Family health insurance according to company policy
  • Motivated team combining industry experts and emerging talent
  • Recognition programs – including Legend and Kudos Awards
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Megaport

Network as a Service, Data Center and Cloud Connectivity.

Megaport offers scalable bandwidth for public and private cloud connections, metro ethernet, Data Centre backhaul, and Internet Exchange Services.

Network as a ServiceData CenterCloud Connectivity
Company profileWebsite

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