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. 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.

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.

We take support seriously as a craft. You'll work closely with Engineering and Product, have real influence over documentation and product feedback, and see a wide range of customer architectures that would take years to encounter in most IT roles.

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, and partnering with senior engineers and Engineering to escalate the rest with the context they need to move fast. 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.