Remote Tier 2 Network Support Engineer

United States Digital Space LLC; United States; Hybrid; USD 97,000 - 121,000; Full time

Benefits offered by this job

Remote first

Equity incentive plan

Professional development budget

Home office setup stipend

Paid time off

Parental leave

Retirement contributions

Job summary

United States Digital Space LLC is seeking a skilled Support Engineer (Tier 2) to join our distributed team. You will own escalations from Tier 1, diagnose complex networking and identity integration issues, and drive resolution with empathy and clarity, partnering with our CX, Product, and Eng teams.

The role requires 4+ years in SaaS technical support, hands-on VPN/networking experience (WireGuard), Kubernetes familiarity, and strong written communication.

Qualifications

• 4+ years of experience in a technical support role within a SaaS company.

Responsibilities

• Serve as the primary escalation point for technically complex tickets raised by paying customers, taking full ownership through to resolution.
• Diagnose and troubleshoot advanced the company-specific issues like ACL misconfigurations, subnet routing/exit node configurations, and integration with identity providers (e.g. Okta, Azure AD).
• Manage a ticket queue with a consistent focus on SLA adherence, ensuring timely first responses and resolutions.
• Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance.
• Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues.
• Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience.
• Own escalations of technically complex tickets from Tier 1, including those originating from free-tier users, ensuring issues beyond Tier 1's scope are resolved efficiently and thoroughly.
• Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions.

Skills

Technical support

Networking VPN

Networking fundamentals

SSO integrations

Kubernetes

Log analysis

Communication

Jira

Slack

Tools

kubectl

Job description

United States Digital Space LLC is seeking a skilled Support Engineer (Tier 2) to join our distributed team. You will own escalations from Tier 1, diagnose complex networking and identity integration issues, and drive resolution with empathy and clarity, partnering with our CX, Product, and Eng teams.

The role requires 4+ years in SaaS technical support, hands-on VPN/networking experience (WireGuard), Kubernetes familiarity, and strong written communication.