About the job
Join Our Team as a Tier II Technical Support & Network Engineer (EMEA)
Employment Type: Full-Time/Contract
About Us
At Todyl, we are committed to safeguarding small and medium-sized enterprises against evolving cyber threats. Our innovative platform seamlessly integrates threat, risk, and compliance management, delivering exceptional and cost-effective cybersecurity solutions to Managed Service Providers (MSPs) and their clientele.
Our mission revolves around ensuring the safety of our partners and clients while assisting them in navigating regulatory requirements and managing risks. Achieving this goal necessitates a collaborative team that operates with trust and a deep commitment to our mission.
Position Overview
We are on the lookout for a talented Tier II Support Engineer with robust networking and security expertise to enhance the support experience across Todyl’s platform. In this pivotal role, you will take charge of resolving intricate technical issues, collaborate closely with Engineering and Product teams, and serve as a key escalation point for our frontline support staff. Your contributions will be vital in diagnosing problems, guiding customers through challenging scenarios, and bolstering product reliability by identifying trends and proposing long-term solutions. This is a hands-on role that directly impacts customer satisfaction, where technical proficiency, effective communication, and a strong sense of ownership are paramount.
This position reports directly to the Director of Technical Support. Todyl’s headquarters is situated in Denver, and this role operates in a hybrid capacity.
Key Responsibilities
- Take ownership of advanced technical case resolutions across Todyl’s suite of offerings (SASE, SGN, Secure DNS, Endpoint, Zero Trust), ensuring issues are resolved with precision, urgency, empathy, and high customer satisfaction.
- Conduct thorough troubleshooting and root cause analysis using logs, packet captures, telemetry, and specialized tools to resolve complex platform, configuration, and environmental challenges.
- Act as an escalation point for Tier 1 engineers, guiding case strategy, validating next steps, and ensuring customers receive quicker and more accurate resolutions.
- Work closely with Engineering and Product teams to triage defects, create prioritized Jira tickets, validate fixes, and advocate for improvements that impact customers.
- Communicate with clarity, confidence, and proactivity to customers, providing regular updates, setting expectations, and delivering technical explanations.
