Technical Support Engineer

THRYVE; Berlin; Hybrid; EUR 50.000 - 70.000; Vollzeit

Benefits dieser Stelle

Competitive compensation package

Hybrid working model

Opportunities for growth

Employee discounts

Wellness programs

Zusammenfassung

A leading technology firm is seeking a Technical Support Engineer to assist users with a networking platform. The role involves providing hands-on support, improving documentation, and collaborating with Sales and Engineering. Candidates should have over 3 years of experience in technical support and a strong understanding of networking fundamentals. This position offers a hybrid working model and a competitive compensation package, making a significant impact on user experiences and product development.

Qualifikationen

• 3+ years of experience in a technical support role, ideally within SaaS or networking.
• Strong understanding of networking fundamentals, including protocols and routing.
• Excellent communication skills for email, chat, and asynchronous collaboration.
• A proactive, resourceful mindset with the ability to solve complex issues in real time.

Aufgaben

• Become an expert in the platform, including dashboard configuration, CLI and GUI usage.
• Provide hands-on support to users by answering questions and diagnosing issues.
• Create and improve technical documentation to help users.
• Partner with Sales and Engineering to ensure customer needs are met.
• Assist open-source users by responding to community questions.
• Contribute to internal discussions aimed at improving tools and user experience.
• Advocate for product enhancements based on user insights.

Kenntnisse

Technical support

Communication skills

Problem-solving

Networking fundamentals

Jobbeschreibung

Technical Support Engineer

We are a fully remote-friendly team based in Germany, dedicated to making advanced network security accessible to everyone. Our work centers on an open‑source zero‑trust networking platform designed to be both simple to use and affordable for organizations of all sizes. We believe that secure, private networking should be a basic standard for every modern company.

Since launching our project in 2021, we’ve earned the trust of thousands of teams looking for secure and seamless ways to connect remote employees, servers, and infrastructure. By offering a modern alternative to traditional centralized VPNs, our platform now powers secure connections for hundreds of thousands of users and machines around the world. Our community‑driven, open‑source ethos keeps us grounded and continuously improving.

What You Will Do

As a Technical Support Engineer, you’ll play an essential role in helping users deploy, operate, and troubleshoot our networking platform. You’ll work directly with customers, dive deep into technical issues, and collaborate closely with Engineering and Product to influence the future of the product.

• Become an expert in the platform, including dashboard configuration, CLI and GUI usage, access control, and routing features.
• Provide hands‑on support to users by answering questions, diagnosing issues, and guiding them through solutions.
• Create and improve technical documentation to help users get the most out of the product.
• Partner with Sales and Engineering to ensure customer needs are understood and met.
• Assist open‑source users by responding to community questions and issue reports.
• Contribute to internal discussions aimed at improving processes, tools, and user experience.
• Advocate for product enhancements based on user insights and recurring issues.

What We’re Looking For

We’re seeking someone who thrives in a collaborative, fast‑moving environment and genuinely enjoys helping customers succeed.

Must‑Haves

• 3+ years of experience in a technical support role, ideally within SaaS or networking.
• Strong understanding of networking fundamentals, including protocols and routing.
• Excellent communication skills for email, chat, and asynchronous collaboration.
• A proactive, resourceful mindset with the ability to solve complex issues in real time.

Nice‑to‑Haves

• Experience with VPN technologies or zero‑trust networking concepts.
• Familiarity with open‑source networking platforms.
• Experience writing or understanding Go.
• Exposure to cloud environments.
• Contributions to open‑source projects.

What’s In It for You

• A competitive compensation package, including base salary and equity.
• A hybrid working model with the flexibility to work remotely or from our central Berlin office.
• A diverse, collaborative team focused on building high‑quality products efficiently.
• A high level of independence—outcomes matter more than traditional working hours.
• Opportunities for growth within a rapidly scaling company in the zero‑trust space.
• Additional benefits such as employee discounts and wellness programs.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Technology, Information and Media