Technical Support Engineer, Twingate
Level 1
£50-60k
More information about location
Secure remote access to private resources
Be an early applicant
Secure remote access to private resources
21-100 employees
Be an early applicant
£50-60k
More information about location
21-100 employees
Company mission
To help organizations secure and manage access to their resources in a world where people work from anywhere.
Role
Who you are
- 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
- 1–2 years in a technical support, IT, or help desk role, ideally supporting infrastructure or security products
- Familiarity with TCP/IP networking fundamentals (DNS, VPN, firewalls, NAT)
- Exposure to modern SaaS tools, cloud platforms (AWS, GCP, Azure), and identity providers (Okta, Google Workspace, Azure AD)
- Strong written and verbal communication skills — you can explain technical concepts clearly and patiently
- Organised, curious, and eager to grow — you’re not afraid to say “I don’t know, but I’ll find out”
- Comfortable working in a fully remote environment with teammates across time zones
Desirable
- Prior experience supporting remote access or security tools (VPN, ZTNA, SASE, etc.)
- Scripting knowledge (e.g., Bash, PowerShell, Python) to aid in troubleshooting
- Familiarity with logs, packet captures, and debugging tools
- Experience with ticketing and support platforms (e.g., Zendesk, Intercom, Jira)
- Experience supporting mutliple platforms (macOS, Windows, Linux, iOS and Android)
- Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike
What the job involves
- 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 a Level I Technical Support Engineer, you'll play a critical role in supporting customers ranging from nimble startups to global enterprises
- You'll resolve Tier 1 and Tier 2 technical issues, contribute to internal knowledge sharing, and work cross-functionally to represent the voice of the customer
- Your customer service skills will shine as you work with our customers to reach exceptional outcomes and provide an uncommonly delightful customer experience
- Serve as the primary point of contact for inbound support requests via email, and portal, routing to the correct teams as required
- Diagnose and troubleshoot technical issues related to Twingate deployments across multiple environments (e.g., Windows, macOS, Linux, iOS, Android)
- Collaborate with senior support engineers to resolve complex or sensitive cases
- Document findings, fixes, and known issues in our knowledge base
- Escalate product or infrastructure issues to Engineering with detailed reproduction steps and logs
- Provide feedback to Product, Engineering, and Docs teams to improve customer experience
Our take
Despite massive technological advancements over the past few decades, the access control model used by companies has seen little progress. Twingate offers a modern solution for securing remote access to an organization’s private applications, data and environments, with potential to save time and money when running it.
A cloud-based service, Twingate’s aim is to eradicate the use of virtual private networks (VPN) as the solution of choice. Although not dissimilar to a VPN, Twingate enables users to set a software-based perimeter instead of risky VPN gateways and allows companies to control, to the smallest of details, who can govern access. Twingate’s model is unique as it grants access to an asset instead of a network, reducing the effects of a potential security breach to a single resource.
Twingate has seen impressive growth due to interest in zero-trust security, as companies move to meet the demands of distributed, hybrid work. It has already accrued customers including Bitpanda, Blend, Bloomreach and Cameo, with funding going towards growing its product as well as launching operations in Europe and Asia-Pacific.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2022
$42m
SERIES B
Oct 2020
$17m
SERIES A
Total funding: $59m
Company HQ
Redwood City, CA
Leadership
Tony Huie
(Co-Founder & CEO)Has been a Partner at SignalFire since 2016. Originally led SignalFire's investment in Pango and then served as COO. Spent 5 years at Dropbox, initially as Head of Business Operations and later as Head of International & New Markets.
Lior Rozner
(Co-Founder & CTO)Previously co-founded Labgoo LTD and Wondermall, serving as Managing Director of the former and CTO of the latter. Previously worked as a Solution Architect for Microsoft and as the Senior Director of Engineering for Rakuten Rewards.
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