Technical Support Engineer

Role overview Help customers deploy and troubleshoot a networking and security platform, making it easier for them to get value from its dashboard, command line, access controls, and routing features. You’ll investigate technical problems through customer conversations, document solutions, and share recurring needs with product, engineering, and sales colleagues.

Responsibilities - Build deep working knowledge of product configuration and use across its graphical interface, command line, access control, and routing capabilities. - Respond to customer questions and resolve technical issues across support channels, including chat, email, and public developer forums. - Create and update product documentation based on common questions and troubleshooting findings. - Coordinate with sales and engineering to understand customer needs and help address them. - Share customer insights with the wider team and contribute to improving support processes. - Advocate for product changes that would make the service more effective for users.

Requirements - At least three years of experience in technical support, ideally for a SaaS or network security product. - Strong understanding of networking concepts, including protocols and routing. - Clear written and spoken communication for email, chat, and asynchronous discussions. - A proactive approach to investigating complex issues and helping customers reach solutions.

Nice to have - Practical experience with VPNs or zero-trust networking. - Familiarity with open source networking platforms, Go development, cloud environments, or open source contributions.

Benefits and work setup - Salary and equity incentives. - Hybrid work, combining remote work with access to a Berlin office. - Independence in how work is organized, with an emphasis on outcomes, plus opportunities to grow in a collaborative team.