Copy of Technical Support Engineer -Tier II

Tier II – Technical Support Engineer (EMEA)Full-Time/ContractAbout UsAt Todyl, we are on a mission to protect small and medium-sized businesses fromever-changing cyber threats. The Todyl platform fully integrates threat, risk, andcompliance management to provide exceptional and affordable unifiedcybersecurity solutions to MSPs (Managed Service Providers) and their endcustomers.At the end of the day, we’re here to keep our partners and customers safe andhelp them manage the risks and comply with regulations. Protecting othersrequires a team that works together with trust and cares deeply about carrying outour mission.About the RoleWe’re seeking a highly skilled Tier 2 Support Engineer with strong networking andsecurity expertise to help deliver an exceptional support experience across Todyl’splatform. In this role, you will own the resolution of complex technical issues,partner closely with Engineering and Product, and serve as an escalation point forour frontline team. You will play a critical role in diagnosing problems, guidingcustomers through challenging situations, and strengthening product reliability byidentifying trends and contributing to long-term solutions. This is a hands-on,customer-impacting role where technical excellence, clear communication, and astrong sense 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 ResponsibilitiesOwn advanced technical case resolution across Todyl’s platform (SASE,SGN, Secure DNS, Endpoint, Zero Trust), driving issues to closure withprecision, urgency, empathy and high customer satisfaction.Perform deep-dive troubleshooting and root cause analysis, leveraginglogs, 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, moreaccurate 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, andactionable guidance throughout the support lifecycle.Create, maintain, and improve knowledge resources, includingrunbooks, troubleshooting guides, knowledge base articles, and internaldocumentation to uplift team capability and efficiency.Analyze recurring patterns and trends, identify emerging issues, andrecommend process, tooling, or product enhancements to reduce casevolume and improve stability.Drive operational excellence in support delivery, consistently meetingSLAs, accuracy standards, response expectations, and CSAT targets.Collaborate cross-functionally with Customer Success, Engineering,and Partner teams to ensure seamless customer experience and unifiedcommunication across engagements.Participate in on-call or after-hours rotations (when required) tosupport critical incidents and ensure customers receive timely supportduring high-impact events.QualificationsValues FitExtreme ownership, particularly when things go wrong or aren’tcompleted on time.Intrinsic drive for growth; self-motivated, always learning, and focusedon raising the bar for self and team.Strong bias for action with impact; make tough decisions quickly,measure results, and iterate with clarity to move the mission forward.Comfort with ambiguity and change, embrace change and uncertainty aspart of startup life.Humility, purpose over ego to acknowledge mistakes, learn from others,and embrace feedback while putting the mission first.Who You Are3+ years of hands-on technical support or operations experience incybersecurity, networking, or SaaS environments, with demonstratedsuccess resolving complex technical issues.Required Schedule: 2:00 AM - 10:00 AM EST/US (Monday-Friday). This is a fixed shift with no flexibility in hours.Strong networking and security fundamentals, including experiencewith DNS, VPN technologies, TLS/SSL, firewalls, routing, and endpointsecurity concepts.Proficiency with troubleshooting tools and diagnostics, such as packetcapture tools, system and network logs, endpoint agents, and monitoring orSIEM platforms.Experience supporting modern security platforms or adjacenttechnologies, ideally including SASE, Zero Trust, EDR/XDR, secure webgateways, cloud security, or equivalent enterprise solutions.Clear, confident, and empathetic communication skills, with the abilityto explain complex technical topics to both technical and non-technicalaudiences.Proven ability to manage escalations with composure and ownership,balancing urgency, clarity, and customer confidence while driving towardresolution.Demonstrated collaboration mindset, working effectively withEngineering, Product, Customer Success, and cross-functional teams tosolve customer problems.Strong problem-solving discipline and analytical thinking, including theability to identify patterns, assess impact, and contribute to root causeanalysis 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 practicalexperience).Salary range for this position is $60,000-$75,000USD or and the actual annual salary for this role will depend on each candidate’s experience, qualifications, and location of work, with most new hires placed near the midpoint of the posted range to ensure fairness and consistency across our team.Todyl provides equal employment opportunities to all employees and applicants foremployment without regard to race, color, religion, gender, sexual orientation,transgender status, gender identity or expression, national origin, age, disability

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