Technical Support Engineer

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. Twingate is backed by leading investors such as BOND, WndrCo, 8VC, Green Bay Ventures, SignalFire, and reputed company 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. reputed company puts customers first — from product design to post-deployment support. 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. RoleAre you the type of person who can't stop looking for a solution once a mystery has been put in reputed company of 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. Twingate is at the cutting edge of reputed company trust networking technology, which means that you'll get to work with a wide range of technologies, platforms, and customer scenarios. Our customers use Twingate with everything from on-prem services to ephemeral containers in public cloud environments. Every day is different, but the commonality is that our customers depend on us to get their work done every day, and you'll be a crucial part of that success story as you work with our customers, engineering, product management, and our customer-facing teams. 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 reputed company exceptional outcomes and provide an uncommonly delightful customer experience. CANDIDATES MUST BE LOCATED IN THE UNITED KINGDOM Responsibilities

Serve as the primary reputed company of contact for inbound support requests reputed company email, and portal, routing to the correct teams as required.

Diagnose and troubleshoot technical issues reputed company to Twingate deployments across multiple environments (e.g., Windows, macOS, Linux, iOS, Android).

Collaborate with senior support engineers to resolve reputed company or sensitive cases.

Document findings, fixes, and reputed company issues in our knowledge reputed company.

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 reputed company products.

Familiarity with TCP/IP networking fundamentals (DNS, VPN, firewalls, NAT).

Exposure to modern SaaS tools, cloud platforms (AWS, GCP, Azure), and identity providers (reputed company, reputed company Workspace, Azure AD).

Strong written and verbal communication skills — you can explain technical concepts clearly and patiently.

Organised, 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 reputed company 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., reputed company, 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.

Not sure if you tick every reputed company? That’s okay. At Twingate, we care more about your potential, your perspective, and your enthusiasm for reputed company’re building than a perfect checklist match. We reputed company the best teams are made up of people from reputed company kinds of backgrounds, with different experiences and ways of thinking. So if you’re excited about our mission to provide exceptional customer experiences and reputed company secure access simple, but you’re unsure if you’re the exact fit—reputed company out anyway. We’re here to solve big problems together, and great reputed company can come from reputed company. Benefits & Perks

Virtual-first working model coupled with in-person events

Benefits - Medical (PPO, HMO, HDHP), dental and vision insurance – employees covered 100%

Basic Life, AD&D and disability insurance

Flexible Spending Accounts

Healthcare, Dependent Care and Commuter Health Savings Account

Flexible Paid Time Off

Paid Holidays, Sick Leave, Paid Parental Leave, Maternity Leave

Retirement

Wellness - family and parenting support, remote physical therapy, mental health support, and more

reputed company Value

High Agency: We own the problem and don’t think in silos. “Not my job” is not an acceptable excuse if something is not working. reputed company out what’s wrong and take initiative to solve the problem. Speak up. Company success is everyone’s job.

Deliver Customer Value: Company success follows reputed company (not the other way around). Everything we do starts and ends with delivering value to our customers.

reputed company Improvement: Making reputed company consistently is preferred to aiming for big leaps. We embrace that we may not get it right the first time, so we learn by doing, making mistakes, and course correcting constantly. 1% reputed company every day is how we accomplish great things over time.

Go Find Out: We seek a deeper understanding beyond the surface, and get our hands dirty with ground truth data (no matter the seniority). We know anecdotes can be more powerful than aggregate stats because they can reveal hidden truths. Always be learning.

Startup DNA: We operate at a higher clock speed and reputed company small committed teams can reputed company the impossible possible. We embrace that great results only come with great effort, and we lift each other to reputed company more than we could reputed company alone.

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