Technical Support Engineer

Summary

Join our team as a Technical Support Engineer specializing in VPNs, networking, and Linux systems. This role focuses on troubleshooting and resolving complex technical issues for customers, ensuring high satisfaction. You will leverage your expertise in OpenVPN or similar protocols, networking, scripting, database management, and Linux distributions. Key responsibilities include providing technical assistance, troubleshooting VPN and network issues, analyzing logs and databases, creating documentation, collaborating with other teams, and testing/debugging. The ideal candidate possesses a strong technical background and excellent communication skills.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Hands-on experience with OpenVPN, WireGuard, IPSec, or other VPN protocols
• Strong understanding of TCP/IP, DNS, DHCP, firewalls, NAT, routing, and network security principles
• Experience working with Linux distributions (Ubuntu, Debian, CentOS, etc.)
• Proficiency in Bash, Python, or other scripting languages
• Familiarity with SQLite, MySQL etc
• Proven experience in customer-facing technical support, system administration, or network operations
• Ability to analyze logs, debug complex issues, and propose solutions effectively
• Ability to explain technical issues clearly to both technical and non-technical users

Responsibilities

• Provide technical assistance to customers via tickets, email, and live support to diagnose and resolve networking and VPN-related issues
• Investigate and resolve customer related configurations and connectivity issues, routing problems, firewall configurations, and security concerns
• Analyze system and application logs, and troubleshoot SQLite, MySQL, or other databases configurations
• Create and update troubleshooting guides, FAQs, and internal knowledge base articles to improve support efficiency
• Work closely with development, QA, and product teams to escalate and resolve software-related issues
• Reproduce customer-reported issues in a lab environment to identify root causes and potential fixes

Preferred Qualifications

• CCNA, CCNP or Linux-related certifications are a plus
• Experience with AWS, Azure, Hyper-V, or VMware
• Understanding of SSL/TLS, encryption, authentication methods, and VPN security best practices
• Experience creating detailed troubleshooting guides and knowledge base articles