Own advanced technical case resolution across Todyl’s platform (SASE, SGN, Secure DNS, Endpoint, Zero Trust), driving issues to closure with precision, urgency, empathy and high customer satisfaction.
Perform deep-dive troubleshooting and root cause analysis, leveraging logs, packet captures, telemetry, and tooling to resolve complex platform, configuration, and environmental issues.
Serve as an escalation point 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, raise prioritized Jira tickets, validate fixes, and advocate 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 base articles, and internal documentation to uplift 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 Customer Success, Engineering, and Partner teams to ensure seamless customer experience and unified communication across engagements.
Participate in on-call or after-hours rotations (when required) to support critical incidents and ensure customers receive timely support during high-impact events.

Requirements

3+ years of hands-on technical support or operations experience in cybersecurity, networking, or SaaS environments, with demonstrated success resolving complex technical issues.
Basic proficiency in spoken English required.
Strong networking and security fundamentals, including experience with DNS, VPN technologies, TLS/SSL, firewalls, routing, and endpoint security concepts.
Proficiency with troubleshooting tools and diagnostics, such as packet capture tools, system and network logs, endpoint agents, and monitoring or SIEM platforms.
Experience supporting modern security platforms or adjacent technologies, ideally including SASE, Zero Trust, EDR/XDR, secure web gateways, cloud security, or equivalent enterprise solutions.
Clear, confident, and empathetic communication skills, with the ability to explain complex 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 mindset, working effectively with Engineering, Product, Customer Success, 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, continuous improvement, and delivering excellent customer experiences.
Relevant certifications or education preferred but not required (e.g., CompTIA Network+, Security+, CCNA, CISSP, or equivalent practical experience).

Benefits

Equal employment opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingroot cause analysisnetworkingcybersecuritySASEZero TrustDNSVPNendpoint security

Soft Skills

communicationempathyproblem-solvinganalytical thinkingcollaborationaccountabilityinitiativecustomer satisfactionescalation managementclarity

Certifications

CompTIA Network+CompTIA Security+CCNACISSP