Senior Technical Support Engineer, Twingate

• 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
• 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

Desirable

• 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
• Very 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
• 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