Technical Support Engineer, L1/L2 at Twingate

📋 Description

• Triages inbound support requests via email, portal, and Slack; routes to right teams.
• Diagnose and troubleshoot issues across Windows, macOS, Linux, iOS, Android; cloud/on‑prem connectors.
• Analyze networking (DNS, routing, NAT, firewalls), identity (Okta, Entra ID/Azure AD, Google Workspace), and endpoints; review logs and captures for root cause.
• Reproduce customer issues in-house to confirm behavior and speed resolution.
• Collaborate with senior TS Engineers; escalate product/infra issues with steps and impact.
• Document findings and fixes in knowledge base and runbooks; improve documentation.

🎯 Requirements

• 1–3 years in technical support, IT, or help desk roles.
• Solid TCP/IP networking (DNS/routing/NAT/firewalls) and VPN/ZTNA knowledge.
• Comfortable troubleshooting on macOS, Windows, Linux; read logs; use CLI.
• Exposure to SaaS, at least one cloud platform (AWS/GCP/Azure), and IDPs (Okta, Entra ID).
• Strong written and verbal communication; write clear tickets/docs.
• Customer-obsessed, organized, and comfortable with remote, multi-time‑zone work.

🎁 Benefits

• Virtual-first working model with in-person events
• Medical, dental, 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