Technical Support Engineer, L1/L2

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main point of contact for incoming support inquiries through email, portal, and Slack for customers who reach out via these channels, managing and directing issues to the appropriate teams.

• Identify and resolve technical problems across Twingate deployments that involve Windows, macOS, Linux, iOS, and Android clients, as well as Connectors functioning in cloud, on-premises, containerized, and Kubernetes settings.

• Address issues related to networking (DNS, routing, NAT, firewalls), identity (Okta, Google Workspace, Entra ID / Azure AD, JumpCloud), and endpoint platforms — analyzing client and connector logs, packet captures, and configurations to determine the root cause.

• Replicate customer issues internally as necessary to verify behavior and expedite resolution.

• Collaborate with senior Technical Support Engineers on intricate or sensitive cases, escalating product or infrastructure problems to Engineering with detailed reproduction steps, logs, and impact summaries.

• Record findings, solutions, and known issues in our knowledge base and internal runbooks — continuously enhancing these resources.

• Advocate for the customer by delivering structured feedback to the Product, Engineering, and Documentation teams to enhance the overall customer experience.

• Work in partnership with other customer-facing teams (Customer Success, Sales Engineering) on accounts that require coordinated support.

⛳️ Requirements

• 1–3 years of experience in a technical support, IT, or help desk position, preferably with a focus on infrastructure, networking, or security products.

• Strong understanding of TCP/IP networking (DNS, routing, NAT, firewalls) and familiarity with VPN, ZTNA, or comparable remote access technologies.

• Proficient in troubleshooting across macOS, Windows, and Linux — interpreting logs, monitoring processes, and utilizing standard CLI tools to diagnose issues.

• Experience with modern SaaS tools, at least one major cloud platform (AWS, GCP, or Azure), and common identity providers (Okta, Google Workspace, Entra ID).

• Excellent written and verbal communication skills — able to clarify technical concepts in a clear and patient manner, and produce tickets and documentation that colleagues genuinely appreciate reading.

• Customer-focused: you take initiative in solving problems, communicate proactively, and view every interaction as a chance to build trust.

• Organized, inquisitive, and eager to learn — you are unafraid to admit when you don’t know something but are committed to finding the answer.

• Comfortable operating in a fully remote environment with colleagues across various time zones.

🏝️ Benefits

• Virtual-first working model complemented by in-person events.

• Comprehensive medical (PPO, HMO, HDHP), dental, and vision insurance — fully covered for employees.

• Basic Life, AD&D, and disability insurance included.

• Flexible Spending Accounts available.

• Healthcare, Dependent Care, and Commuter Health Savings Accounts provided.

• Flexible Paid Time Off policy.

• Paid Holidays, Sick Leave (10 days), Paid Parental Leave (6 weeks), and Maternity Leave (12 weeks FMLA).

• Retirement savings plan offered.

• Wellness initiatives — including family and parenting support, remote physical therapy, mental health assistance, and more.

• Equity opportunities available.