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Communications Network Support Engineer

| Greater Boston Area

About the company:

Fuze is a global, cloud-based unified communications platform that empowers productivity and delivers insights across the enterprise. Enabling simplified voice communications, flexible video conferencing, and always-on collaboration. We are headquartered in Boston, MA with offices and customers worldwide. A fast-growing company, with a superior solution, in an industry that is struggling to meet the demands of the evolving unified communications as a service (UCaaS) market. Our solution encompasses smart communications technology, that enables the workforce to truly work from anywhere. We enable the modern, mobile workforce to seamlessly communicate anytime, anywhere, across any device.

About the Role:

Due to the nature of our technology, which operates across any existing environment, we are dependent on the customer’s network being optimized for our services. Fuze is seeking qualified applicants to join our Network Support Engineering team. You will assist with optimizing and troubleshooting our customers network problems, so our services run seamlessly. We are growing our team in Boston and this role will be part of the global customer support organization, with a focus on the Americas region. The ideal candidate will have hands-on experience supporting networks in an enterprise or service provider environment.


  • Work as a Network Support Engineer in Fuze’s Technical Assistance Center Tier 3 team
  • Work with other support teams in a coordinated effort to resolve customer problems, being a subject matter expert on network troubleshooting
  • Own and manage customer issues escalated to the Network Support Engineering team
  • Using general, as well as technology specific network troubleshooting techniques to quickly diagnose issues and optimize customers networks
  • Command, own and drive escalations effectively
  • Be comfortable interfacing directly with the customer and business partners
  • Ability to thrive in fast-paced, continuously evolving, environment
  • Participation in after-hours or on-call rotation may be required
  • Highly motivated / self-starter, must be able to work independently

Qualifications and experience:

  • Strong VoIP/SiP troubleshooting experience over both UDP and TCP
  • Strong WAN/LAN troubleshooting experience, including VLAN, 802.1q, CDP/LLDP. DHCP Options, Spanning-Tree, Authentication (802.1x), MTU and MAC filtering
  • Solid understanding of firewall concepts, including NAT, IP & TCP/UDP-based ACLs and Policies, Session Timeouts, ALGs
  • Experience with data networking at the CLI (e.g. Routers, Switches, Firewalls; specifically, Cisco, Adtran, Juniper)
  • Experience with QoS, CoS and DSCP/IPP tagging
  • Ability to perform and understand output of packet captures in regard to SiP and RTP messages
  • Knowledge of WAN media including T1/E1-based circuits, Ethernet circuits, knowledge of WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet, knowledge of MPLS
  • Strong static and dynamic routing experience, specifically EBGP; basic understanding of policy-based routing is a plus, experience in OSPF and EIGRP a plus
  • Experience with PBX functionality or in Telecom - SIP, VoIP
  • Understanding of firewall concepts, including NAT, IP & TCP/UDP-based ACLs and ACPs
  • Experience with data networking concepts such as configuring routers, switches, firewalls; specifically: Cisco, Adtran and Juniper
  • Basic understanding of QoS, CoS and DSCP/IPP tagging
  • Knowledge of WAN media including T1 -based circuits, Ethernet circuits
  • knowledge of WAN protocols including PPP, Frame Relay, Ethernet, encapsulated Ethernet

Preferable but not essential:

  • Basic knowledge in Digium’s Asterisk
  • Experience in provisioning Polycom, Avaya, Yealink phones
  • Experience in SIP trunking
  • Experience in Analog Media Gateways (aka ATA)
  • Experience with VoIP over WiFI


Read Full Job Description


We're right in the heart of Copley Square with plenty of restaurants & bars in the area. The office is easy to get to with train & bus stops nearby.

An Insider's view of Fuze

What are some social events your company does?

Once a quarter, we host a theme party in our offices to get everyone together. Fuze Cruise, summer camp, Halloween, and a holiday party with a cookie swap to name a few of the recent ones. We also have a softball league during the summer and fall, and have done a few volunteer outings at local charities.


Marketing Director

What's the biggest problem your team is solving?

Joining Fuze was one of the biggest challenges I had but was one of the most rewarding. New challenges are always coming up and everyday I am able to learn something new.


QA Manager

How has your career grown since starting at the company?

Working at Fuze since 2014 has been immeasurably rewarding both personally and professionally. I've made lifelong friends, rubbed shoulders with business leaders from coast to coast, and taken my career to a level I didn't think possible.


Area Director, New England

What unique initiatives do you have that encourage innovation?

We look for people who have high energy and are up for a challenge. We're in the business of transitioning enterprises to the cloud with communication and collaboration software. Our market potential is massive when you think about the millions of knowledge works in global enterprises today.



What does career growth look like on your team?

My experience with Fuze over the last 18 months has been fantastic. The Account Management role has presented incredible opportunities, including moving to our beautiful new office in London this Summer!


Account Manager

What are Fuze Perks + Benefits

Fuze Benefits Overview

At Fuze, we believe in the power of our employees. Great employees build and support innovative products and make sure our customers are happy with the services we provide. With that, we offer a variety of perks and benefits to ensure our employees feel empowered.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Fuze offers an FSA and HSA to help employees cover out-of-pocket costs with pre-tax contributions.
Disability Insurance
Fuze offers disability insurance for all employees.
Dental Benefits
Fuze offers dental plans for each employee.
Vision Benefits
Fuze offers vision plans for each employee.
Health Insurance Benefits
Fuze offers a variety of health insurance plans for each employee.
Life Insurance
Pet Insurance
Wellness Programs
Fuze offers discounts to select area gyms.
Retirement & Stock Options Benefits
Company Equity
Fuze offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
Depending on the role, employees are eligible for a performance bonus.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Fuzers work the hours they need to get their jobs done. This allows them to create flexibility in their schedule when needed.
Remote Work Program
Fuze has an official Work from Anywhere policy, in which employees can work with their managers to develop a personalized work schedule.
Family Medical Leave
Fuze offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Flexible time off is unlimited and available to full-time employees.
Generous PTO
Flexible time off is unlimited and available to full-time employees.
Paid Holidays
Paid Sick Days
Flexible time off is unlimited and available to full-time employees.
Perks & Discounts
Beer on Tap
In addition to beer on tap, we also have cold brew coffee, iced tea, and kombucha.
Casual Dress
Commuter Benefits
Fuze offers a commuter benefit for all employees, which covers parking, MBTA, and bike share memberships.
Company Outings
Fuze has several outings including an annual holiday party, annual summer party, Boston Marathon party, along with other events throughout the year.
Game Room
Our cafe area is equipped with several board and card games, along with two ping pong tables.
Stocked Kitchen
Fuze has a fully stocked kitchen including numerous snacks, hummus, guacamole, yogurts, water, coffee, tea, LaCroix, and soda.
Some Meals Provided
Happy Hours
Every Thursday, we have a happy hour in the office which includes beer and wine.
Parking fees are typically covered under our commuter benefit policy.
Recreational Clubs
Fuze offers a variety of sports leagues including softball, ping pong, and more.
Fitness Subsidies
Fuze is able to offer fitness discounts to select area gyms.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Fuze will reimburse up to $2,000 per employee.
Diversity Program
Fuze is committed to creating a diverse and inclusive workplace through team-building exercises, the Fuze Women's Network, and more.
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