UniFi Tier 2 Support Specialist – External MSP
Remote | Full-Time | 40 Hours per Week
Schedule: Monday–Friday, 8:45 AM–6:00 PM EST
Compensation: $10–$12 per hour
About the Role
We are seeking an experienced UniFi Tier 2 Support Specialist with recent experience working in a high-volume external Managed Service Provider (MSP) environment.
In this role, you will provide Tier 2 technical and network support across 30+ client organizations concurrently, with a strong focus on Ubiquiti UniFi networking environments.
You will troubleshoot escalated network issues, move between multiple client environments throughout the day, independently own tickets through resolution, and clearly document technical findings, troubleshooting steps, and next actions.
Recent, daily hands-on UniFi experience is required for this position.
What You'll Do:
- Provide Tier 2 network support across 30+ client organizations in an external MSP environment.
- Troubleshoot escalated networking and UniFi-related issues that cannot be resolved at Tier 1.
- Support and maintain Ubiquiti UniFi environments, including UDM Pro and UDM SE.
- Perform hosted-to-console and console-to-console UniFi migrations.
- Diagnose and resolve issues involving: Routing, VLANs, DHCP, DNS, NAT, Firewall rules, Wi-Fi connectivity and performance
- Independently investigate and own technical issues from escalation through resolution.
- Identify when an issue requires escalation beyond Tier 2 and provide complete troubleshooting history and technical context.
- Communicate clearly with clients regarding technical findings, progress, timelines, and resolutions.
- Create and maintain technical documentation and SOPs.
- Use downtime proactively for technical learning, documentation, SOP development, and process improvement.
- Use ChatGPT and other AI tools, where appropriate, to support technical documentation and workflow development.
Must-Have Requirements
External MSP Experience: You must have recent experience working for an external Managed Service Provider (MSP), including experience:
- Supporting 30+ client organizations concurrently.
- Regularly switching between different client environments, users, network configurations, and priorities.
- Managing technical issues across multiple businesses throughout the same workday.
Candidates whose most recent experience is limited to supporting a single internal IT environment will not be considered.
Recent Hands-On UniFi Experience
You must have daily, hands-on UniFi experience in your current or immediately previous role, including experience with:
- Ubiquiti UniFi
- UniFi Dream Machine Pro (UDM Pro)
- UniFi Dream Machine SE (UDM SE)
- UniFi OS 4.4.6 or later
- UniFi Network 10.0.160 or later
- Hosted-to-console migrations
- Console-to-console migrations
- Production troubleshooting of UniFi environments
Strong Networking Fundamentals: You should have strong working knowledge of:
- Routing
- VLANs
- DHCP
- DNS
- NAT
- Firewall rules
- Wi-Fi fundamentals
- Network troubleshooting methodology
You should be able to explain not only what troubleshooting steps you would take, but why you would take them.
Ownership & Documentation
We are looking for someone who:
- Works independently with minimal supervision.
- Takes ownership of escalated issues through resolution.
- Documents troubleshooting steps and findings thoroughly.
- Creates SOPs after learning or developing new processes.
- Uses downtime productively for documentation, learning, and process improvement.
- Is comfortable using ChatGPT or similar AI tools to assist with SOP creation and technical workflows.
- Recognizes when an issue should be escalated beyond Tier 2 and provides the appropriate technical context when doing so.
Client Communication
Because you will work directly with multiple client environments, strong communication is essential. You must demonstrate:
- Strong spoken and written English.
- Clear and confident technical communication.
- Professional and empathetic client interaction.
- Reliable follow-through and ticket ownership.
- Ability to explain technical issues in language clients can understand.
- Ability to set accurate expectations regarding troubleshooting timelines and resolution.
Preferred / Nice-to-Have Skills
Experience in any of the following is a plus:
- API integrations, particularly with Halo, UniFi, and Dialpad
- AI integration and implementation
- Web dashboard development
- Workflow and process automation
Who Will Succeed in This Role?
You may be a strong fit if you are accustomed to the pace and variety of an external MSP, enjoy solving complex networking problems, and can confidently move between multiple client environments without losing track of priorities.
You should be equally comfortable troubleshooting a UniFi network, documenting what you found, communicating with a client, and taking ownership of the issue until it is resolved or appropriately escalated.
Before Applying
Please make sure your resume clearly shows:
- Your recent external MSP experience
- The approximate number of client organizations you supported concurrently
- Your most recent hands-on UniFi experience
- Experience with UDM Pro and/or UDM SE
- Any UniFi migration experience
- Your experience troubleshooting routing, VLANs, DHCP, DNS, NAT, firewall, and Wi-Fi issues
- Your ability to work the required Monday–Friday, 8:45 AM–6:00 PM EST schedule
- These are core screening requirements for the position.