Technical Support Engineer, L1/L2

Twingate is building a modern remote access solution that simplifies and improves the way businesses secure access to their cloud, SaaS, and on-prem resources. They are seeking a Technical Support Engineer (L1/L2) who will serve as the primary point of contact for customers, diagnosing and resolving technical issues while ensuring exceptional customer experiences.

Responsibilities:

• Serve as the primary point of contact for inbound support requests via email, portal, and Slack (for customers who engage us that way), triaging and routing issues to the right teams
• Diagnose and troubleshoot technical issues across Twingate deployments spanning Windows, macOS, Linux, iOS, and Android clients, as well as Connectors deployed in cloud, on-prem, container, and Kubernetes environments
• Work through problems spanning 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 configuration to find root cause
• Reproduce customer issues in-house where needed to confirm behavior and accelerate resolution
• Collaborate with senior Technical Support Engineers on complex or sensitive cases, and escalate product or infrastructure issues to Engineering with clear reproduction steps, logs, and impact summaries
• Document findings, fixes, and known issues in our knowledge base and internal runbooks — and continually improve them
• Represent the voice of the customer by providing structured feedback to Product, Engineering, and Docs teams to improve the overall customer experience
• Partner with other customer-facing teams (Customer Success, Sales Engineering) on accounts that need coordinated support

Requirements:

• 1–3 years in a technical support, IT, or help desk role, ideally supporting infrastructure, networking, or security products
• Solid foundation in TCP/IP networking (DNS, routing, NAT, firewalls) and a working understanding of VPN, ZTNA, or similar remote access technologies
• Comfortable troubleshooting across macOS, Windows, and Linux — reading logs, tailing processes, and using standard CLI tools to narrow down an issue
• Exposure to modern SaaS tools, at least one major cloud platform (AWS, GCP, or Azure), and common identity providers (Okta, Google Workspace, Entra ID)
• Strong written and verbal communication — you can explain technical concepts clearly and patiently, and you write tickets and docs that teammates genuinely want to read
• Customer-obsessed: you take ownership of a problem, communicate proactively, and treat every interaction as an opportunity to build trust
• 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
• Prior experience supporting remote access or security tools (VPN, ZTNA, SASE, ZTA)
• Scripting knowledge (Bash, PowerShell, or Python) to accelerate troubleshooting and automate repetitive tasks
• Hands-on with packet captures and analysis tools (Wireshark, tcpdump) and general network debugging
• Familiarity with containerized and orchestrated environments (Docker, Kubernetes)
• Experience with modern support tooling (we use Pylon for ticketing and customer engagement, and Slack as our primary internal and customer collaboration channel; prior experience with Pylon, Zendesk, FreshDesk, Teams, or similar is a plus)
• Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike