Technical Support Engineer – Tier II

Role Overview

• Own advanced technical case resolution across Todyl’s platform (SASE, SGN, Secure DNS, Endpoint, Zero Trust), driving issues to closure with precision, urgency, empathy and high customer satisfaction.
• Perform deep-dive troubleshooting and root cause analysis, leveraging logs, packet captures, telemetry, and tooling to resolve complex platform, configuration, and environmental issues.
• Serve as an escalation point for Tier 1 engineers, guiding case strategy, validating next steps, and ensuring customers experience faster, more accurate resolutions.
• Partner closely with Engineering and Product teams to triage defects, raise prioritized Jira tickets, validate fixes, and advocate for customer-impacting improvements.
• Communicate clearly, confidently, and proactively with customers, providing status updates, expectations, technical explanations, and actionable guidance throughout the support lifecycle.
• Create, maintain, and improve knowledge resources, including runbooks, troubleshooting guides, knowledge base articles, and internal documentation to uplift team capability and efficiency.
• Analyze recurring patterns and trends, identify emerging issues, and recommend process, tooling, or product enhancements to reduce case volume and improve stability.
• Drive operational excellence in support delivery, consistently meeting SLAs, accuracy standards, response expectations, and CSAT targets.
• Collaborate cross-functionally with Customer Success, Engineering, and Partner teams to ensure seamless customer experience and unified communication across engagements.
• Participate in on-call or after-hours rotations (when required) to support critical incidents and ensure customers receive timely support during high-impact events.

Requirements

• 3+ years of hands-on technical support or operations experience in cybersecurity, networking, or SaaS environments, with demonstrated success resolving complex technical issues.
• Basic proficiency in spoken English required.
• Strong networking and security fundamentals, including experience with DNS, VPN technologies, TLS/SSL, firewalls, routing, and endpoint security concepts.
• Proficiency with troubleshooting tools and diagnostics, such as packet capture tools, system and network logs, endpoint agents, and monitoring or SIEM platforms.
• Experience supporting modern security platforms or adjacent technologies, ideally including SASE, Zero Trust, EDR/XDR, secure web gateways, cloud security, or equivalent enterprise solutions.
• Clear, confident, and empathetic communication skills, with the ability to explain complex technical topics to both technical and non-technical audiences.
• Proven ability to manage escalations with composure and ownership, balancing urgency, clarity, and customer confidence while driving toward resolution.
• Demonstrated collaboration mindset, working effectively with Engineering, Product, Customer Success, and cross-functional teams to solve customer problems.
• Strong problem-solving discipline and analytical thinking, including the ability to identify patterns, assess impact, and contribute to root cause analysis and prevention.
• High level of accountability and initiative, with a bias toward action, continuous improvement, and delivering excellent customer experiences.
• Relevant certifications or education preferred but not required (e.g., CompTIA Network+, Security+, CCNA, CISSP, or equivalent practical experience).

Tech Stack

• Cloud
• Cyber Security
• DNS
• Firewalls

Benefits

• Equal employment opportunities