Remote Technical Support Engineer

Summary

Join Twingate's team as a Senior Technical Support Engineer and be the troubleshooting champion who partners with customers to drive issue resolution while optimizing user experience.

Requirements

• Solution-Oriented: Comfortable working collaboratively in a cross-functional environment, influencing and creating processes to achieve positive outcomes
• Technical Expertise: Deep proficiency in networking, CLI, and debugging across Windows, macOS, Linux, and mobile platforms for both client and server administration
• In-depth knowledge of at least one major public cloud provider (GCP, AWS, or Azure)
• Experience: Minimum of 3-5 years in a similar technical customer-facing role, with a focus on support and collaboration
• Must be able to demonstrate the ability to work with full autonomy and take ownership of Twingate’s support function within region
• Communication: Fluent in English with clear, concise written communication skills tailored for effective external communication. Able to summarize complex technical concepts in layman's terms

Responsibilities

• Take ownership of internal customer issues, collaborating across various technical teams to track progress and deliver optimal solutions
• Be the troubleshooting champion, rapidly learning and creatively solving issues related to the SD-WAN solution, spanning end-user devices, infrastructure services, and all networking aspects
• Perform debugging of customer issues at all levels, and analysis of logs and crash dumps, contributing to the resolution of complex issues
• Reproduce issues in-house and respond back in a timely manner, facilitating efficient issue resolution
• Leverage experience in parsing and analyzing network traces using tools like Wireshark and tcpdump, contributing to a more comprehensive understanding of internal network-related issues
• Be the highest escalation point in region, leading technical investigations and using your technical expertise to diagnose and resolve critical issues
• Collaboratively work across other product and component teams, ensuring a seamless integration of support efforts
• Subject matter expert with a deep understanding of all aspects of the product, providing valuable insights during collaborative efforts
• Partner with Engineering and Product teams to provide insights from a support perspective
• Educate internal teams through clear written communication, documentation creation, and active participation in internal and external forums and subreddit
• Train and mentor junior engineers by providing technical guidance and direction
• Contributing to and maintaining our KB, Documentation, Internal Wiki (including Troubleshooting Runbooks) and the Support Team’s GitHub

Benefits

• Virtual-first working model coupled with in-person events
• Benefits - Medical (PPO, HMO, HDHP), dental and vision insurance – employees covered 100%
• Basic Life, AD&D and disability insurance
• Flexible Spending Accounts
• Healthcare, Dependent Care and Commuter Health Savings Account
• Flexible Paid Time Off
• Paid Holidays, Sick Leave (10 days), Paid Parental Leave (6 weeks), Maternity Leave (12 weeks FMLA)
• Retirement
• Wellness - family and parenting support, remote physical therapy, mental health support, and more