Technical Support Engineer

Salary Range: 50000 to 60000 (Currency: GBP) (Pay period: per-year-salary)

Responsibilities

• Serve as the primary point of contact for inbound support requests via email, and portal, routing to the correct teams as required.
• Diagnose and troubleshoot technical issues related to Twingate deployments across multiple environments (e.g., Windows, macOS, Linux, iOS, Android).
• Collaborate with senior support engineers to resolve complex or sensitive cases.
• Document findings, fixes, and known issues in our knowledge base.
• Escalate product or infrastructure issues to Engineering with detailed reproduction steps and logs.
• Provide feedback to Product, Engineering, and Docs teams to improve customer experience.

Qualifications

• 1–2 years in a technical support, IT, or help desk role, ideally supporting infrastructure or security products.
• Familiarity with TCP/IP networking fundamentals (DNS, VPN, firewalls, NAT).
• Exposure to modern SaaS tools, cloud platforms (AWS, GCP, Azure), and identity providers (Okta, Google Workspace, Azure AD).
• Strong written and verbal communication skills — you can explain technical concepts clearly and patiently.
• Organised, curious, and eager to grow — you’re not afraid to say “I don’t know, but I’ll find out”.
• Comfortable working in a fully remote environment with teammates across time zones.

Desired Skills

• Prior experience supporting remote access or security tools (VPN, ZTNA, SASE, etc.).
• Scripting knowledge (e.g., Bash, PowerShell, Python) to aid in troubleshooting.
• Familiarity with logs, packet captures, and debugging tools.
• Experience with ticketing and support platforms (e.g., Zendesk, Intercom, Jira).
• Experience supporting mutliple platforms (macOS, Windows, Linux, iOS and Android).
• Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike.


Not sure if you tick every box? That’s okay.


At Twingate, we care more about your potential, your perspective, and your enthusiasm for what we’re building than a perfect checklist match. We believe the best teams are made up of people from all kinds of backgrounds, with different experiences and ways of thinking.


So if you’re excited about our mission to provide exceptional customer experiences and make secure access simple, but you’re unsure if you’re the exact fit—reach out anyway. We’re here to solve big problems together, and great ideas can come from anywhere.

What We Value

• High Agency: We own the problem and don’t think in silos. “Not my job” is not an acceptable excuse if something is not working. Figure out what’s wrong and take initiative to solve the problem. Speak up. Company success is everyone’s job.
• Deliver Customer Value: Company success follows customer success (not the other way around). Everything we do starts and ends with delivering value to our customers.
• Continuous Improvement: Making small improvements consistently is preferred to aiming for big leaps. We embrace that we may not get it right the first time, so we learn by doing, making mistakes, and course correcting constantly. 1% better every day is how we accomplish great things over time.
• Go Find Out: We seek a deeper understanding beyond the surface, and get our hands dirty with ground truth data (no matter the seniority). We know anecdotes can be more powerful than aggregate stats because they can reveal hidden truths. Always be learning.
• Startup DNA: We operate at a higher clock speed and believe small committed teams can make the impossible possible. We embrace that great results only come with great effort, and we lift each other to achieve more than we could achieve alone.