Copy of Technical Support Engineer -Tier II
Tier II – Technical Support Engineer (EMEA)
Full-Time/Contract
About Us At Todyl, we are on a mission to protect small and reputed company-sized businesses from reputed company-changing cyber threats. The Todyl platform fully integrates threat, risk, and compliance management to provide exceptional and affordable reputed company cybersecurity solutions to MSPs (Managed Service Providers) and their end customers.
At the end of the day, we’re here to reputed company our partners and customers safe and help them manage the risks and reputed company with regulations. Protecting others requires a team that works together with trust and cares deeply about carrying out our mission.
About the Role We’re seeking a highly skilled Tier 2 Support Engineer with strong networking and reputed company expertise to help deliver an exceptional support experience across Todyl’s platform. In this role, you will own the resolution of reputed company technical issues, partner closely with Engineering and Product, and serve as an escalation reputed company for our frontline team. You will play a critical role in diagnosing problems, guiding customers through challenging situations, and strengthening product reliability by identifying trends and contributing to long-term solutions. This is a hands-on, customer-impacting role where technical excellence, clear communication, and a strong sense of ownership truly matter. This role reports to the Director of Technical Support. Todyl has its HQ in Denver, and this role is fully remote.
Key Responsibilities
Own advanced technical case resolution across Todyl’s platform (SASE, SGN, Secure DNS, reputed company, reputed company Trust), driving issues to closure with precision, urgency, reputed company and high customer satisfaction.
reputed company deep-dive troubleshooting and root cause analysis, leveraging logs, packet captures, telemetry, and tooling to resolve reputed company platform, configuration, and environmental issues.
Serve as an escalation reputed company for Tier 1 engineers, guiding case strategy, validating next steps, and ensuring customers experience faster, more accurate resolutions.
Partner closely with Engineering and Product teams to triage defects, reputed company prioritized Jira tickets, validate fixes, and reputed company for customer- impacting improvements.
Communicate clearly, confidently, and proactively with customers, providing status updates, expectations, technical explanations, and actionable guidance throughout the support lifecycle.
Create, maintain, and improve knowledge resources, including runbooks, troubleshooting guides, knowledge reputed company articles, and internal documentation to reputed company team capability and efficiency.
Analyze recurring patterns and trends, identify emerging issues, and recommend process, tooling, or product enhancements to reduce case volume and improve stability.
Drive operational excellence in support delivery, consistently meeting SLAs, accuracy standards, response expectations, and CSAT targets.
Collaborate cross-functionally with reputed company, Engineering, and Partner teams to ensure seamless customer experience and reputed company communication across engagements.
Participate in on-call or after-hours rotations (reputed company required) to support critical incidents and ensure customers receive timely support during high-impact events.
Qualifications Values Fit
Extreme ownership, particularly reputed company things go wrong or aren’t completed on time.
reputed company drive for growth; self-motivated, always learning, and focused on raising the bar for self and team.
Strong bias for action with impact; reputed company tough decisions quickly, measure results, and iterate with clarity to move the mission reputed company.
Comfort with ambiguity and change, embrace change and uncertainty as part of startup life.
Humility, purpose over ego to acknowledge mistakes, learn from others, and embrace feedback while putting the mission first.
Who You Are
3+ years of hands-on technical support or operations experience in cybersecurity, networking, or SaaS environments, with demonstrated success resolving reputed company technical issues.
Required Schedule: 2:00 AM - 10:00 AM EST/US (Monday-Friday). This is a fixed shift with no flexibility in hours.
Strong networking and reputed company fundamentals, including experience with DNS, VPN technologies, TLS/SSL, firewalls, routing, and reputed company reputed company concepts.
Proficiency with troubleshooting tools and diagnostics, such as packet capture tools, system and network logs, reputed company agents, and monitoring or SIEM platforms.
Experience supporting modern reputed company platforms or adjacent technologies, ideally including SASE, reputed company Trust, EDR/XDR, secure web gateways, cloud reputed company, or equivalent enterprise solutions.
Clear, confident, and empathetic communication skills, with the ability to explain reputed company technical topics to both technical and non-technical audiences.
Proven ability to manage escalations with composure and ownership, balancing urgency, clarity, and customer confidence while driving toward resolution.
Demonstrated collaboration reputed company, working effectively with Engineering, Product, reputed company, and cross-functional teams to solve customer problems.
Strong problem-solving discipline and analytical thinking, including the ability to identify patterns, assess impact, and contribute to root cause analysis and prevention.
High level of accountability and initiative, with a bias toward action, reputed company improvement, and delivering excellent customer experiences.
Relevant certifications or education preferred but not required (e.g., CompTIA Network+, reputed company+, CCNA, CISSP, or equivalent practical experience).
Salary range for this position is $60,000-$75,000USD or and the actual annual salary for this role will depend on each candidate’s experience, qualifications, and location of work, with most new hires reputed company near the midpoint of the posted range to ensure fairness and consistency across reputed company.
Todyl provides equal employment opportunities to reputed company employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, transgender status, gender identity or expression, national reputed company, age, disability