Senior Technical Support Engineer — Networking & Security

Todyl; Atlanta (GA); On-site; USD 120,000 - 150,000; Full time

Job summary

Todyl is seeking a highly driven Technical Support Engineer III to diagnose, troubleshoot, and resolve complex product issues for customers and internal teams. You will own cases end-to-end, coordinate with cross-functional teams, and contribute to product improvements.

The role emphasizes advanced networking, security, endpoint, and cloud problem solving, with on-call responsibilities and a focus on clear, customer-ready communication.

Qualifications

• Experience in product support or related technical role required.
• Strong troubleshooting to isolate issues across complex environments.
• Experience with MSP/MSSP tools recommended.
• Proficient in Windows, macOS, and Linux troubleshooting.

Responsibilities

• Own complex support requests from triage through resolution, including customer communication, internal coordination, and follow-through.
• Troubleshoot advanced networking, security, endpoint, and cloud issues across customer environments.
• Assist customers and partners with platform usage, deployments, configuration conflicts, and product-related issues.
• Serve as an escalation point for Tier 1 and Tier 2 engineers, helping guide investigation paths and resolution strategy.
• Partner with Engineering, Product, QA, and other internal teams to identify root cause, validate fixes, and improve the customer experience.
• Create, review, and improve internal and external documentation, including knowledge base articles, troubleshooting guides, and process notes.
• Identify patterns in recurring issues and recommend improvements to product workflows, support processes, and customer‑facing guidance.
• Participate in an on‑call rotation and provide timely support for urgent customer‑impacting issues.
• Model strong case ownership, clear communication, and a high standard of technical professionalism.

Skills

Troubleshooting

Networking

Security operations

Endpoint security

Windows troubleshooting

Linux troubleshooting

Communication skills

Prioritization

Tools

RMM tools

PSA tools

VPNs

Firewalls

DNS/DHCP

NAT

Microsoft 365 Admin Center

Azure

Entra ID

Windows Server

Job description

Todyl is seeking a highly driven Technical Support Engineer III to diagnose, troubleshoot, and resolve complex product issues for customers and internal teams. You will own cases end-to-end, coordinate with cross-functional teams, and contribute to product improvements.

The role emphasizes advanced networking, security, endpoint, and cloud problem solving, with on-call responsibilities and a focus on clear, customer-ready communication.