remote
Technical Support Engineer, L1/L2 - twingate
Software Engineer
Seeking a Technical Support Engineer (L1/L2) to provide customer assistance for a modern remote access solution. Requires strong troubleshooting and customer service skills, with experience in networking and cloud security.
About the role
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support to customers via various channels (e.g., email, chat, phone).
- Troubleshoot and resolve issues related to Twingate's remote access solution, including connectivity, authentication, and configuration problems.
- Escalate complex issues to higher-level support teams or engineering when necessary.
- Document customer interactions, solutions, and common issues in a knowledge base.
- Assist in identifying trends and recurring problems to contribute to product improvement.
Requirements
- Proven experience in a Technical Support role, preferably L1/L2.
- Strong understanding of networking concepts (TCP/IP, DNS, VPNs).
- Familiarity with cloud environments (AWS, Azure, GCP) and SaaS applications.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and customer service abilities.