[Hiring] Technical Support Engineer @Twingate

Role Description

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. As part of our company culture, our belief in putting the customer first permeates our thinking in everything from our customer communications to the design process behind the product itself.

If you like support work because every ticket is a small investigation, you'll enjoy this team. Twingate is a zero trust networking platform, which means the surface area you'll troubleshoot across is unusually broad — cloud, on-prem, containerized, Kubernetes, every major OS and identity provider.

As a Technical Support Engineer (L1/L2), you'll be the first and often primary point of contact for our customers, ranging from nimble startups to global enterprises. You'll own customer issues end-to-end:

• Triaging inbound requests
• Diagnosing and resolving Tier 1 and Tier 2 technical problems
• Partnering with senior engineers and Engineering to escalate issues

Your customer service skills will shine as you work with our customers to reach exceptional outcomes and provide an uncommonly delightful customer experience.

Candidates must be located in the United States and authorized to work in the US. This role straddles US and UK business hours, so we're looking for candidates based on the US East Coast — or elsewhere in the US with a genuine willingness to work East Coast hours.

Responsibilities

• Serve as the primary point of contact for inbound support requests via email, portal, and Slack.
• Diagnose and troubleshoot technical issues across Twingate deployments spanning various platforms.
• Work through problems spanning networking, identity, and endpoint platforms.
• Reproduce customer issues in-house where needed to confirm behavior and accelerate resolution.
• Collaborate with senior Technical Support Engineers on complex or sensitive cases.
• Document findings, fixes, and known issues in our knowledge base and internal runbooks.
• Represent the voice of the customer by providing structured feedback to Product, Engineering, and Docs teams.
• Partner with other customer-facing teams on accounts that need coordinated support.

Qualifications

• 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 and a working understanding of VPN, ZTNA, or similar remote access technologies.
• Comfortable troubleshooting across macOS, Windows, and Linux.
• Exposure to modern SaaS tools, at least one major cloud platform, and common identity providers.
• Strong written and verbal communication skills.
• Customer-obsessed: ownership of problems and proactive communication.
• Organised, curious, and eager to grow.
• Comfortable working in a fully remote environment with teammates across time zones.

Desired Skills

• Prior experience supporting remote access or security tools.
• Scripting knowledge to accelerate troubleshooting and automate repetitive tasks.
• Hands-on with packet captures and analysis tools.
• Familiarity with containerized and orchestrated environments.
• Experience with modern support tooling.
• Comfortable interacting with technical end users, IT admins, and non-technical stakeholders.

Benefits

• Virtual-first working model coupled with in-person events.
• 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 Accounts.
• Flexible Paid Time Off.
• Paid Holidays, Sick Leave (10 days), Paid Parental Leave (6 weeks), Maternity Leave (12 weeks FMLA).
• Retirement plan.
• Wellness — family and parenting support, remote physical therapy, mental health support, and more.
• Equity.