Technical Support Engineer - Level I

Employment Type: Full-time

Position Overview

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. Backed by leading investors, Twingate is at the cutting edge of zero trust networking technology. Our team puts customers first, and we are looking for individuals who are energized by solving tough technical challenges, delivering delightful customer experiences, and working across a diverse technology stack.

As a Level I Technical Support Engineer, you will play a critical role in supporting customers ranging from nimble startups to global enterprises. You will resolve Tier 1 and Tier 2 technical issues, contribute to internal knowledge sharing, and work cross-functionally to represent the voice of the customer.

Responsibilities

• 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.

Requirements

• 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.
• Organized, 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.

Desired Skills

• 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 multiple platforms (macOS, Windows, Linux, iOS and Android).
• Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike.

Note: Not sure if you tick every box? That’s okay. At Twingate, we care more about your potential, your perspective, and your enthusiasm.

Company Information

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.