Technical Support Engineer

Responsibilities

• Troubleshoot customer issues across networking, devices, and backend services.
• Support customer setup, onboarding, and configuration to ensure systems are working correctly.
• Diagnose and resolve networking and system connectivity issues, primarily related to devices and Linux-based systems.
• Manage multiple customer issues simultaneously with strong organization and follow-through.
• Collaborate with internal teams to share insights and improve support processes.
• Contribute to a support automation AI system to improve support efficiency.

Requirements

• Hands-on networking troubleshooting experience in real production environments, including IP addressing, DHCP, routing, DNS, ARP, NAT, and firewalls.
• Strong networking fundamentals and understanding of packet flow across L1–L3 and common failure points.
• Linux experience, including comfort with the command line, logs, and system and network diagnostics.
• Clear, structured communication with technical and non-technical audiences.
• Strong problem-solving skills in fast-moving situations.
• Bachelor's degree in Computer Science, Networking, Cybersecurity, IT, or a related field.
• Ability to work onsite for hands-on collaboration and troubleshooting.

Nice to Have

• Basic Bash or Python scripting experience for automation.
• Familiarity with APIs and reading API documentation.
• Customer-facing technical experience in support, solutions, or field engineering.
• Exposure to security systems, cameras, NVRs, or hardware-integrated software.
• Background in cybersecurity or network security concepts.

Compensation and Benefits

• Competitive compensation package.
• 100% employer-paid medical, dental, vision, and base life insurance.
• Paid time off and 10 paid holidays.
• Traditional and Roth 401(k) options.
• Equity in a rapidly growing company.
• Regular team socials, dinners, and off-sites.
• Latest Apple technology and unlimited tools.