Job Description
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.
You will 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.
About Twingate
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.