RemoteLeaf Logo
Log in Sign up

Technical Support Engineer, L1/L2

3 weeks, 3 days ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Android AWS Azure Bash DNS Docker GCP iOS Kubernetes Linux macOS PowerShell Python TCP/IP Wireshark
Apply Now
Twingate

Twingate

Twingate provides a new security platform that simplifies network access and authentication for companies of all sizes.

Professional Services
51-250
$59M raised
View All Jobs 3

Description

  • Serve as the primary point of contact for inbound support requests via email, portal, and Slack, triaging and routing issues to the right teams.
  • Diagnose and troubleshoot technical issues across Windows, macOS, Linux, iOS, and Android clients, as well as Connectors in cloud, on-prem, container, and Kubernetes environments.
  • Investigate networking, identity, and endpoint-related problems using client logs, connector logs, packet captures, and configuration data.
  • Reproduce customer issues in-house when needed to confirm behavior and speed resolution.
  • Collaborate with senior Technical Support Engineers and Engineering on complex cases, and escalate product or infrastructure issues with clear reproduction steps and impact summaries.
  • Document findings, fixes, and known issues in the knowledge base and internal runbooks.
  • Provide structured customer feedback to Product, Engineering, and Docs teams to improve the customer experience.
  • Partner with Customer Success, Sales Engineering, and other customer-facing teams on accounts needing coordinated support.

Requirements

  • 1–3 years of experience in a technical support, IT, or help desk role, ideally supporting infrastructure, networking, or security products.
  • Solid foundation in TCP/IP networking, including DNS, routing, NAT, and firewalls.
  • Working understanding of VPN, ZTNA, or similar remote access technologies.
  • Comfortable troubleshooting across macOS, Windows, and Linux using logs and standard CLI tools.
  • Exposure to modern SaaS tools, at least one major cloud platform (AWS, GCP, or Azure), and common identity providers such as Okta, Google Workspace, or Entra ID.
  • Strong written and verbal communication skills with the ability to explain technical concepts clearly and patiently.
  • Customer-obsessed, proactive, and able to take ownership of problems end to end.
  • Organised, curious, and eager to learn, with a willingness to say "I don't know, but I'll find out."
  • Comfortable working fully remote across time zones and based in the United States, with authorization to work in the US and willingness to work East Coast hours.
  • Preferred experience supporting remote access or security tools such as VPN, ZTNA, SASE, or ZTA.
  • Preferred scripting knowledge in Bash, PowerShell, or Python to automate troubleshooting.
  • Preferred hands-on experience with packet captures and network debugging tools such as Wireshark or tcpdump.
  • Preferred familiarity with containerized and orchestrated environments such as Docker and Kubernetes.
  • Preferred experience with support tooling such as Pylon, Zendesk, FreshDesk, or Teams.

Benefits

  • Virtual-first working model with in-person events.
  • Medical, dental, and vision insurance with employees covered 100%.
  • Basic life, AD&D, and disability insurance.
  • Flexible spending accounts plus healthcare, dependent care, and commuter health savings accounts.
  • Flexible paid time off, paid holidays, and 10 days of sick leave.
  • Paid parental leave, including 6 weeks of parental leave and 12 weeks of maternity leave under FMLA.
  • Retirement plan.
  • Wellness support including family and parenting support, remote physical therapy, and mental health support.
  • Equity.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

OrganOx

Field Clinical Specialist -South West Europe (f/m/d)

OrganOx 11-50 Health Care Providers & Services

OrganOx is seeking a remote Field Clinical Specialist in Germany to train and support transplant teams using its organ preservation technology and to help drive adoption across clinical centers in Europe.

Germany Europe Full-time Senior Technical Support Engineer
7 hours, 1 minute ago
Mercier Consultancy

iRobot Support Specialist with German and English - Work Remote In Bulgaria

Mercier Consultancy Professional Services

Mercier Consultancy MD is hiring a remote iRobot Support Specialist in Bulgaria to provide bilingual customer support for iRobot products and resolve customer issues as the first point of contact.

Germany Bulgaria Switzerland Austria Full-time Junior Technical Support Engineer
CRM
7 hours, 16 minutes ago
Mercier Consultancy

French Speaking iRobot Support Specialist - Work Remote In Bulgaria

Mercier Consultancy Professional Services

Mercier Consultancy MD is hiring a remote French Speaking iRobot Support Specialist in Bulgaria to provide customer service and technical support for iRobot products.

France Belgium Bulgaria Greece Full-time Junior Technical Support Engineer
CRM
7 hours, 16 minutes ago
Softdocs

Client Support Technician

Softdocs 51-250 Internet Software & Services

Softdocs is hiring a remote Client Support Technician to troubleshoot and resolve customer issues across its cloud-based document management and eForms platform for education and the public sector.

United States Full-time Junior Technical Support Engineer
CSS HTML JavaScript SQL Server
7 hours, 16 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers