Remote Tier 2 Networking Support Engineer (SaaS)

HelpfulRemote; Northern (KY); Hybrid; USD 97,000 - 121,000; Full time

Benefits offered by this job

Equity

Benefits

Remote-first work

Job summary

HelpfulRemote is hiring for a remote-first role in the United States to support paying customers of a networking software company. You will diagnose issues from ACLs to identity providers, manage escalations, and uphold SLA/CSAT targets.

Requires 4+ years in technical SaaS support, strong networking knowledge, Kubernetes basics, and experience with Jira and Slack. Base salary ranges from $97,000 to $121,000 USD, with equity and benefits.

Qualifications

• 4+ years of technical support experience in a SaaS company.
• Strong networking fundamentals and multi-OS troubleshooting.
• Experience with SSO/identity providers and basic Kubernetes knowledge.
• Familiarity with Jira and Slack; excellent written communication.

Responsibilities

• Handle technically complex support tickets escalated from Tier 1.
• Diagnose issues including ACL misconfigurations, subnet routing, and identity provider integrations.
• Manage ticket queue with strong SLA and CSAT performance.

Skills

Networking fundamentals

TCP/IP

DNS

Subnetting

Firewalls

Multi-OS troubleshooting

SSO/Identity providers

Kubernetes basics

Jira

Slack

Written communication

Tools

Jira

Slack

Job description

HelpfulRemote is hiring for a remote-first role in the United States to support paying customers of a networking software company. You will diagnose issues from ACLs to identity providers, manage escalations, and uphold SLA/CSAT targets.

Requires 4+ years in technical SaaS support, strong networking knowledge, Kubernetes basics, and experience with Jira and Slack. Base salary ranges from $97,000 to $121,000 USD, with equity and benefits.