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Sr. Technical Support Engineer
Twingate
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See open jobs at Twingate.See open jobs similar to "Sr. Technical Support Engineer" 8VC.IT, Customer Service
Washington, DC, USA · Remote
Posted on Oct 9, 2024
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. Twingate is backed by leading investors such as BOND, WndrCo, 8VC, Green Bay Ventures, SignalFire, and Dropbox founders Drew Houston and Arash Ferdowsi. Our investors share our belief that in a world where workforces are becoming increasingly distributed, it is critical to be able to effectively secure access to apps, data, and environments.
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 take pride in creating experiences with the customer firmly at the center of the picture, we'd love to work with you.
Role
Are you the type of person who can't stop looking for a solution once a mystery has been put in front of you? Are you exceptionally curious, taking pleasure in learning new things, and putting that knowledge to work? Are you obsessed with the customer experience? If so, you'll love working with Twingate's technology and our customers.
Twingate is at the cutting edge of zero trust networking technology, which means that you'll get to work with a wide range of technologies, platforms, and customer scenarios. Our customers use Twingate with everything from on-prem services to ephemeral containers in public cloud environments. Every day is different, but the commonality is that our customers depend on us to get their work done every day, and you'll be a crucial part of that success story as you work with our customers, engineering, product management, and our customer-facing teams.
As the Senior Technical Support Engineer within region, you will be the troubleshooting champion whom partners with Twingate Admins, their technical teams, and Twingate internal teams to drive issue resolution while optimizing the user experience. Your natural leadership qualities will shine as you take ownership of the regional support requirements and mentor more junior Technical Support Engineers in the team.
Responsibilities
- Customer Advocacy:
- Take ownership of internal customer issues, collaborating across various technical teams to track progress and deliver optimal solutions.
- Technical Troubleshooting:
- Be the troubleshooting champion, rapidly learning and creatively solving issues related to the SD-WAN solution, spanning end-user devices, infrastructure services, and all networking aspects.
- Perform debugging of customer issues at all levels, and analysis of logs and crash dumps, contributing to the resolution of complex issues.
- Reproduce issues in-house and respond back in a timely manner, facilitating efficient issue resolution.
- Leverage experience in parsing and analyzing network traces using tools like Wireshark and tcpdump, contributing to a more comprehensive understanding of internal network-related issues.
- Be the highest escalation point in region, leading technical investigations and using your technical expertise to diagnose and resolve critical issues.
- Collaboration:
- Collaboratively work across other product and component teams, ensuring a seamless integration of support efforts.
- Subject matter expert with a deep understanding of all aspects of the product, providing valuable insights during collaborative efforts.
- Partner with Engineering and Product teams to provide insights from a support perspective.
- Knowledge Sharing:
- Educate internal teams through clear written communication, documentation creation, and active participation in internal and external forums and subreddit.
- Train and mentor junior engineers by providing technical guidance and direction.
- Contributing to and maintaining our KB, Documentation, Internal Wiki (including Troubleshooting Runbooks) and the Support Team’s GitHub.
Qualifications
- Solution-Oriented:
- Comfortable working collaboratively in a cross-functional environment, influencing and creating processes to achieve positive outcomes.
- Technical Expertise:
- Deep proficiency in networking, CLI, and debugging across Windows, macOS, Linux, and mobile platforms for both client and server administration.
- In-depth knowledge of at least one major public cloud provider (GCP, AWS, or Azure).
- Experience:
- Minimum of 3-5 years in a similar technical customer-facing role, with a focus on support and collaboration.
- Must be able to demonstrate the ability to work with full autonomy and take ownership of Twingate’s support function within region.
- Communication:
- Fluent in English with clear, concise written communication skills tailored for effective external communication. Able to summarize complex technical concepts in layman's terms.
- Bonus: Proficiency in additional languages is a plus, as Twingate has a global footprint.
Desired Skills
- Troubleshooting Skills:
- Ability to troubleshoot technical problems in an environmental agnostic fashion in both Enterprise and Consumer configurations.
- Test, reproduce, document technical issues and problem solve autonomously.
- Programming Skills:
- Beyond an introductory level in any language, with the ability to write basic scripts for debugging, enhancing your versatility in addressing technical challenges.
- SDLC Understanding:
- Demonstrate familiarity with the software development lifecycle, actively participating in all phases of software development, including requirements, testing, debugging, and performance tuning.
If this sounds like you, and you’re ready to lead and contribute to our mission of providing exceptional technical support for our growing customer base, then apply now and be a driving force in Twingate's commitment to customer satisfaction! We encourage qualified candidates from diverse backgrounds to apply.
Benefits & Perks
- Virtual-first working model coupled with in-person events
- 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 (10 days), Paid Parental Leave (6 weeks), Maternity Leave (12 weeks FMLA)
- Retirement
- Wellness - family and parenting support, remote physical therapy, mental health support, and more
What We Value
- High Agency: We own the problem and don’t think in silos. “Not my job” is not an acceptable excuse if something is not working. Figure out what’s wrong and take initiative to solve the problem. Speak up. Company success is everyone’s job.
- Deliver Customer Value: Company success follows customer success (not the other way around). Everything we do starts and ends with delivering value to our customers.
- Continuous Improvement: Making small improvements consistently is preferred to aiming for big leaps. We embrace that we may not get it right the first time, so we learn by doing, making mistakes, and course correcting constantly. 1% better every day is how we accomplish great things over time.
- Go Find Out: We seek a deeper understanding beyond the surface, and get our hands dirty with ground truth data (no matter the seniority). We know anecdotes can be more powerful than aggregate stats because they can reveal hidden truths. Always be learning.
- Startup DNA: We operate at a higher clock speed and believe small committed teams can make the impossible possible. We embrace that great results only come with great effort, and we lift each other to achieve more than we could achieve alone.
Twingate embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law.
Twingate is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: people@twingate.com
This job is no longer accepting applications
See open jobs at Twingate.See open jobs similar to "Sr. Technical Support Engineer" 8VC.