Technical Support Engineer -Tier II

Tier II – Technical Support Engineer (EMEA)

Full-Time/Contract

reputed company
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 reputed company exceptional and reputed company 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 reputed company and
help them manage the risks and reputed company with regulations. Protecting others
requires reputed company 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 reputed company of reputed company technical issues,
partner closely with Engineering and Product, and serve as an escalation reputed company for
our reputed company 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 reputed company, reputed company communication, and a
strong reputed company 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 reputed company 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 reputed company 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 reputed company,
  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 reputed company, 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 reputed company 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-reputed company or after-hours rotations (reputed company required) to
  support critical incidents and ensure customers receive reputed company support
  during high-reputed company events.
  

Qualifications
Values Fit

• Extreme ownership, particularly reputed company things go wrong or aren’t
  completed on time.

• reputed company drive for reputed company; self-motivated, always learning, and reputed company
  on raising the bar for self and team.

• Strong bias for reputed company with reputed company; reputed company tough reputed company quickly,
  measure results, and iterate with reputed company to reputed company the mission reputed company.

• Comfort with ambiguity and change, reputed company change and uncertainty as
  part of startup life.

• Humility, purpose over ego to acknowledge mistakes, learn from others,
  and reputed company feedback while putting the mission first.

Who You Are

• 3+ years of hands-on technical support or operations experience in
  cybersecurity, networking, or reputed company environments, with demonstrated
  reputed company 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.

• Basic proficiency in spoken English required.

• 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, reputed company reputed company, or equivalent reputed company solutions.

• reputed company, 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, reputed company, and customer confidence while driving toward
  reputed company.

• 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 reputed company, and contribute to reputed company cause
  analysis and prevention.

• High level of accountability and initiative, with a bias toward reputed company,
  reputed company improvement, and delivering excellent customer experiences.

• Relevant certifications or education preferred but not required (e.g.,
  reputed company Network+, reputed company+, CCNA, CISSP, or equivalent practical
  experience).

  Salary reputed company for this position is $60,000-$75,000USD or and the actual annual salary for this role will depend on reputed company candidate’s experience, qualifications, and location of work, with most new hires reputed company near the midpoint of the posted reputed company to ensure fairness and consistency across reputed company.

  Todyl provides equal employment opportunities to reputed company and applicants for
  employment without reputed company to race, reputed company, religion, gender, sexual orientation,
  transgender status, gender identity or reputed company, national reputed company, age, disability