Full-Time Technical Support Engineer

Twingate is building a modern remote access solution. Our team puts customers first. If you're energised by solving tough technical challenges, delivering delightful customer experiences, and working across a diverse technology stack, we'd love to meet 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.

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.

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.

Qualifications

• 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.
• Organised, curious, and eager to grow.
• 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 mutliple platforms (macOS, Windows, Linux, iOS and Android).
• Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike.

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