Senior Tech Support Engineer, Enterprise Networking

Ordr, Inc.; Northern (KY); Hybrid; USD 120,000 - 130,000; Full time

Job summary

Ordr, Inc. is seeking a seasoned Technical Support Engineer to own and resolve enterprise-scale issues spanning networking, SaaS, security, and IoT/IoMT environments.

You will lead escalations, guide cross-functional teams, and document findings for long-term reliability. Ideal candidates have 6+ years in technical support or related roles, strong Linux skills, and proven experience troubleshooting REST APIs, certificates, and virtualization with VMware.

Qualifications

• 6+ years of experience in Technical Support Engineering or related roles.
• Strong enterprise networking fundamentals.
• Hands-on Linux troubleshooting.
• Experience troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth.
• Familiar with VMware virtualization (vSphere/ESXi/vCenter).
• Proficient in log analysis and packet captures.
• Excellent written and verbal communication; able to document clearly.
• Ability to work independently with cross-functional collaboration.

Responsibilities

• Own complex customer issues from intake and triage through resolution and follow-up; document outcomes.
• Lead high-impact customer escalations; drive coordination, updates, and restoration.
• Troubleshoot networking and visibility issues (TCP/IP, DNS, DHCP, ARP, VLANs, routing/switching, SNMP, SPAN/TAP).
• Analyze logs, packets, system behavior, and API responses to determine root cause.
• Troubleshoot Linux-based appliances and enterprise infrastructure.
• Troubleshoot SaaS, REST APIs, authentication (SAML/OAuth), certificates, and third-party integrations.
• Reproduce issues and provide Engineering with clear evidence (steps, logs, timelines, environment).
• Communicate findings, impact, workarounds, and plans clearly to technical and non-technical stakeholders.
• Create and maintain technical documentation / knowledge base articles and runbooks.
• Mentor other engineers and improve support processes to reduce incidents and improve MTTR.

Skills

Networking fundamentals

Linux troubleshooting

REST APIs

Packet capture analysis

VMware vSphere

Wireshark/tcpdump

Tools

Wireshark

tcpdump

curl

Postman

VMware vSphere/ESXi/vCenter

Job description

Ordr, Inc. is seeking a seasoned Technical Support Engineer to own and resolve enterprise-scale issues spanning networking, SaaS, security, and IoT/IoMT environments.

You will lead escalations, guide cross-functional teams, and document findings for long-term reliability. Ideal candidates have 6+ years in technical support or related roles, strong Linux skills, and proven experience troubleshooting REST APIs, certificates, and virtualization with VMware.