Technical Support Engineer
New
O
ORDRNetwork Security
United StatesFull-TimeSenior
Salary120,000 - 130,000 USD per year
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Job Details
- Experience
- 6+ years
- Required Skills
- OAuthRESTful APIsLinuxNetworkingTroubleshooting
Requirements
- 6+ years in Technical Support Engineering, Systems Engineering, Network Engineering, SRE, or DevOps roles.
- Strong enterprise networking fundamentals and hands-on troubleshooting experience.
- Strong Linux troubleshooting and command-line skills.
- Experience troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth, and certificates.
- Experience with VMware vSphere, ESXi, or vCenter.
- Hands-on experience with tools such as Wireshark, tcpdump, curl, and Postman.
- Strong log-analysis skills.
- Proven track record handling production issues and high-severity escalations.
- Excellent written and verbal communication skills.
- Ability to work independently while collaborating effectively across Engineering and Product.
Responsibilities
- Own complex customer issues from intake and triage through resolution and follow-up.
- Lead high-impact customer escalations, driving coordination and restoration.
- Troubleshoot enterprise networking issues including TCP/IP, DNS, DHCP, routing, and switching.
- Analyze logs, packet captures, and API responses to determine root causes.
- Troubleshoot Linux-based appliances and enterprise infrastructure.
- Reproduce customer issues and provide clear evidence to Engineering teams.
- Communicate technical findings and impact to both technical and non-technical stakeholders.
- Create and maintain technical documentation, knowledge base articles, and runbooks.
- Mentor other engineers and improve support processes to reduce repeat incidents.
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