Technical Support Engineer, L1/L2
New
United States, US East Coast hoursFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 1–3 years
- Required Skills
- AWSGCPAzureLinuxGoogle Workspace
Requirements
- 1–3 years in a technical support, IT, or help desk role
- Experience supporting infrastructure, networking, or security products
- Solid foundation in TCP/IP networking (DNS, routing, NAT, firewalls)
- Working understanding of VPN, ZTNA, or similar remote access technologies
- Comfortable troubleshooting across macOS, Windows, and Linux
- Ability to read logs, tail processes, and use standard CLI tools
- Exposure to modern SaaS tools
- Exposure to at least one major cloud platform (AWS, GCP, or Azure)
- Exposure to common identity providers (Okta, Google Workspace, Entra ID)
- Strong written and verbal communication skills
- Customer-obsessed
- Organised, curious, and eager to grow
- Comfortable working in a fully remote environment
Responsibilities
- Serve as the primary point of contact for inbound support requests via email, portal, and Slack
- Triage and route issues to the right teams
- Diagnose and troubleshoot technical issues across Twingate deployments spanning Windows, macOS, Linux, iOS, and Android clients
- Troubleshoot Connectors deployed in cloud, on-prem, container, and Kubernetes environments
- Work through problems spanning networking (DNS, routing, NAT, firewalls), identity (Okta, Google Workspace, Entra ID / Azure AD, JumpCloud), and endpoint platforms
- Analyze client and connector logs, packet captures, and configuration to find root cause
- Reproduce customer issues in-house where needed
- Collaborate with senior Technical Support Engineers on complex or sensitive cases
- Escalate product or infrastructure issues to Engineering with clear reproduction steps, logs, and impact summaries
- Document findings, fixes, and known issues in our knowledge base and internal runbooks
- Represent the voice of the customer by providing structured feedback to Product, Engineering, and Docs teams
- Partner with other customer-facing teams (Customer Success, Sales Engineering) on accounts that need coordinated support
View Full Description & ApplyYou'll be redirected to the employer's site
