Technical Support Engineer

Summary

Join Twingate, a modern remote access solution company, as a Level I Technical Support Engineer and be the primary point of contact for inbound support requests. You will diagnose and troubleshoot technical issues, collaborate with senior engineers, document findings, escalate issues to engineering, and provide feedback to improve customer experience. This role requires 1–2 years of experience in technical support, IT, or help desk, familiarity with TCP/IP networking, exposure to SaaS tools and cloud platforms, and strong communication skills. The ideal candidate will be located in the United Kingdom and comfortable working remotely. Twingate offers a virtual-first working model, comprehensive benefits including medical, dental, vision, life, and disability insurance, flexible paid time off, paid holidays and parental leave, and retirement benefits. They value high agency, customer value delivery, continuous improvement, proactive problem-solving, and a startup work environment.

Requirements

• 1–2 years in a technical support, IT, or help desk role, ideally supporting infrastructure or security products
• Familiarity with TCP/IP networking fundamentals (DNS, VPN, firewalls, NAT)
• Exposure to modern SaaS tools, cloud platforms (AWS, GCP, Azure), and identity providers (Okta, Google Workspace, Azure AD)
• Strong written and verbal communication skills — you can explain technical concepts clearly and patiently
• Organised, curious, and eager to grow — you’re not afraid to say “I don’t know, but I’ll find out”
• Comfortable working in a fully remote environment with teammates across time zones

Responsibilities

• Serve as the primary point of contact for inbound support requests via email, and portal, routing to the correct teams as required
• Diagnose and troubleshoot technical issues related to Twingate deployments across multiple environments (e.g., Windows, macOS, Linux, iOS, Android)
• Collaborate with senior support engineers to resolve complex or sensitive cases
• Document findings, fixes, and known issues in our knowledge base
• Escalate product or infrastructure issues to Engineering with detailed reproduction steps and logs
• Provide feedback to Product, Engineering, and Docs teams to improve customer experience

Preferred Qualifications

• Prior experience supporting remote access or security tools (VPN, ZTNA, SASE, etc.)
• Scripting knowledge (e.g., Bash, PowerShell, Python) to aid in troubleshooting
• Familiarity with logs, packet captures, and debugging tools
• Experience with ticketing and support platforms (e.g., Zendesk, Intercom, Jira)
• Experience supporting mutliple platforms (macOS, Windows, Linux, iOS and Android)
• Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike

Benefits

• 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, Paid Parental Leave, Maternity Leave
• Retirement
• Wellness - family and parenting support, remote physical therapy, mental health support, and more
• Virtual-first working model coupled with in-person events