Technical Support Engineer (TSE)

About the Role

ORDR is seeking a highly experienced Technical Support Engineer (6+ years) to support enterprise customers across networking, SaaS, security, and connected-device (IoT/IoMT/OT) environments.

In this role, you will own complex technical issues end-to-end, lead customer escalations, identify root causes using evidence (logs/metrics/packet captures), and partner closely with Engineering, Product, and Customer Success to deliver reliable outcomes and an excellent customer experience.

Responsibilities

• Own complex customer issues from intake and triage through resolution and follow-up, including customer communication and documentation.
• Lead high-impact customer escalations; drive coordination, updates, and restoration.
• Troubleshoot enterprise networking and visibility issues including TCP/IP, DNS, DHCP, ARP, VLANs, routing/switching, SNMP, SPAN/TAP, and related packet/flow behavior.
• Analyze logs, packet captures, system behavior, and API responses to determine root cause (expected vs. actual behavior).
• Troubleshoot Linux-based appliances and enterprise infrastructure (services, permissions, resource utilization, networking, certificates).
• Troubleshoot SaaS, REST APIs, authentication (SAML/OAuth), certificates, and third-party integrations.
• Reproduce customer issues and provide Engineering with clear evidence (steps to reproduce, logs/pcaps, timelines, environment details).
• Communicate technical findings, customer impact, workarounds, and resolution plans clearly to both technical and non-technical stakeholders.
• Create and maintain technical documentation / knowledge base articles and runbooks.
• Mentor other engineers and continuously improve support processes to reduce repeat incidents and improve time-to-resolution.

Requirements

• 6+ years in Technical Support Engineering, Systems Engineering, Network Engineering, SRE, DevOps, or similar roles supporting production environments.
• Strong enterprise networking fundamentals and hands-on troubleshooting experience.
• Strong Linux troubleshooting and command-line skills.
• Experience troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth, and certificates.
• Experience with VMware vSphere / ESXi / vCenter (or equivalent virtualization technologies).
• Hands-on experience with tools such as Wireshark, tcpdump, curl, Postman and strong log-analysis skills.
• Proven track record handling production issues and high-severity escalations with urgency and ownership.
• Excellent written and verbal communication skills; able to produce clear technical updates and documentation.
• Ability to work independently while collaborating effectively across Engineering and Product.
• Preferred Experience
• IoT, IoMT, OT, network security, or network visibility domains
• Enterprise network management / monitoring platforms
• Familiarity with Kafka, Cassandra, PostgreSQL, or distributed systems
• Ticketing/support tools: ServiceNow, Jira, Zendesk, or similar
• Ideal Candidate
• You are a strong technical troubleshooter who can follow a problem from network traffic to application behavior, uses evidence rather than assumptions, takes ownership of customer outcomes, and can explain complex technical issues clearly, especially during escalations.