The role:
As a Technical Support Engineer, you will be on the front line, triaging customer tickets (via Intercom or email). You'll be responsible for the initial debugging of issues, resolving most on your own and escalating to the engineering team when needed. You'll contribute to our support automation system. You'll manage multiple customers simultaneously, often across several days, so strong organization and attention to detail are critical to ensure nothing slips through the cracks.
Responsibilities:- Troubleshoot customer issues across networking, devices, and backend services
- Support customer setup, onboarding, and configuration to ensure systems are working correctly.
- Diagnose and resolve networking and system connectivity issues, primarily related to devices and Linux-based systems.
- Manage multiple customer issues at once, maintaining strong organization and follow-through.
- Collaborate with internal teams to share insights and improve support processes.
- Contribute to our support automation AI system to improve support efficiency.
Qualifications:- Hands-on networking troubleshooting experience in real production environments (IP addressing, DHCP, routing, DNS, ARP, NAT, firewalls)
- Strong networking fundamentals with a clear understanding of packet flow (L1-L3) and common failure points
- Linux experience with comfort using the command line, logs, and system/network diagnostics
- Clear, structured communication with the ability to explain technical concepts to both technical and non-technical audiences
- Strong problem-solving skills in fast-moving situations
- Bachelor's degree in Computer Science, Networking, Cybersecurity, IT, or related field
- Ability to work onsite for hands-on collaboration and troubleshooting
Nice to Have- Basic scripting experience (Bash, Python) for automation
- Familiarity with APIs and reading API documentation
- Customer-facing technical experience (Support, Solutions, Field Engineering)
- Exposure to security systems, cameras, NVRs, or hardware-integrated software
- Background in cybersecurity or network security concepts
What we offer:- Competitive compensation package
- 100% Employer-paid medical, dental, vision, and base life insurance
- Paid time off and 10 paid holidays
- 401(k) (Traditional and Roth options)
- Equity in a rapidly growing company
- Regular team socials, dinners, and off-sites
- The latest Apple tech and unlimited tools to help you build your best work
