Technical Support Engineer | Networking | Complex Issue Resolution

For engineers who can diagnose what others can't.

This is a high-ownership technical role for someone who can go beyond ticket resolution-deeply investigate production issues, isolate root causes, reproduce failures, and work with Engineering and QA to drive problems through to resolution.

You will operate at the intersection of networking, cybersecurity, SaaS, infrastructure, and customer engineering, working on issues where technical depth and judgment matter.

The Technical Bar

3+ years in Technical Support / Customer Engineering

Strong B2B SaaS and cybersecurity fundamentals

Deep networking knowledge: TCP/IP, switches, routers, network troubleshooting

Hands-on experience with Linux, VMware ESXi, and firewalls

Exposure to 802.1X/NAC and vulnerability management

CCNA, JNCIE, or higher preferred

Strong diagnostic and scripting capability

Ability to reproduce complex issues in lab environments

Clear technical communication with customers and internal engineering teams

Ownership from investigation diagnosis resolution

What You Will Own

Partner closely with Engineering and QA to identify recurring issues and improve product reliability

Translate complex technical problems into clear, actionable communication for customers and internal teams

Identify patterns across incidents and contribute to long-term fixes rather than repeated workarounds

Build and maintain a strong understanding of the product, its architecture, and networking dependencies

Take ownership of critical customer issues while balancing urgency, technical accuracy, and customer experience

Contribute to improving support processes, knowledge resources, and troubleshooting practices as the product scales

If you enjoy solving complex technical problems, investigating issues beyond the obvious, and taking ownership until they are fully resolved, let's talk.

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