Senior Technical Support Engineer – Enterprise Networking

Ordr Inc.; United States; Remote; USD 120,000 - 130,000; Full time

Job summary

Ordr Inc. is seeking a seasoned Technical Support Engineer to support enterprise customers across networking, SaaS, security, and IoT/OT environments.

You will own complex issues end-to-end, lead escalations, and partner with Engineering, Product, and Customer Success to ensure reliable outcomes and exceptional customer experience. Responsibilities include triaging, troubleshooting Linux-based appliances and SaaS integrations, analyzing logs/pcaps, and creating runbooks.

Qualifications

• 6+ years in Technical Support/Engineering roles supporting production environments.
• Strong enterprise networking fundamentals and hands-on troubleshooting.
• Excellent Linux troubleshooting and CLI skills.
• Experience troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth, and certificates.

Responsibilities

• Own complex customer issues from intake to resolution and follow-up.
• Lead high-impact customer escalations with clear updates.
• Troubleshoot enterprise networking and visibility issues (TCP/IP, DNS, DHCP, VLANs, routing).
• Analyze logs, pcaps, and API responses to determine root cause.
• Reproduce issues and provide evidence with steps, logs, timelines, and environment details.
• Communicate findings to technical and non-technical stakeholders.

Skills

Linux troubleshooting

Networking fundamentals

Packet analysis

REST APIs

SAML/OAuth

VMware vSphere

Wireshark/tcpdump

Documentation & runbooks

Escalation management

Mentoring/leadership

Tools

Wireshark

tcpdump

curl

Postman

ServiceNow

Jira

Zendesk

VMware vSphere

Job description

Ordr Inc. is seeking a seasoned Technical Support Engineer to support enterprise customers across networking, SaaS, security, and IoT/OT environments.

You will own complex issues end-to-end, lead escalations, and partner with Engineering, Product, and Customer Success to ensure reliable outcomes and exceptional customer experience. Responsibilities include triaging, troubleshooting Linux-based appliances and SaaS integrations, analyzing logs/pcaps, and creating runbooks.