Tier II – Technical Support, Network Engineer

Ashby Electrical Limited

Support Engineer resolving technical issues on Todyl’s cybersecurity platform. Focused on customer satisfaction and collaboration with engineering teams.

Posted 4/28/2026full-timeAugusta • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $80,000 per yearWebsite

Tech Stack

Tools & technologies

CloudCyber SecurityDNSFirewalls

About the role

Key responsibilities & impact

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.
Analyze recurring patterns and trends, identify emerging issues, and recommend process, tooling, or product enhancements to reduce case volume and improve stability.
Collaborate cross-functionally with Customer Success, Engineering, and Partner teams to ensure seamless customer experience and unified communication across engagements.

Requirements

What you’ll need

3-5+ years of hands-on technical support or operations experience in cybersecurity, networking, or SaaS environments
3-5+ 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.
Relevant certifications (e.g., CompTIA Network+, Security+, CCNA, CISSP, or equivalent practical experience).

Benefits

Comp & perks

Equal employment opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingroot cause analysisnetworking fundamentalssecurity fundamentalsDNSVPN technologiesTLS/SSLfirewallsroutingendpoint security

Soft Skills

customer satisfactioncommunicationcollaborationproblem-solvingempathyproactive engagementguidanceanalysisstrategic thinkingattention to detail

Certifications

CompTIA Network+CompTIA Security+CCNACISSP