Senior Technical Support Engineer — Networking & Security

Todyl; Denver (CO); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Todyl, Inc. seeks a highly technical Technical Support Engineer III to diagnose, troubleshoot, and resolve complex networking, security, endpoint, and cloud issues across customer environments.

You will collaborate with Engineering, Product, and QA to drive timely resolutions and product improvements. You will own requests from triage to resolution, serve as escalation point for Tier 1/2 engineers, contribute to knowledge base, and participate in on-call rotations.

Qualifications

• 4+ years in product support or related technical role.
• Strong troubleshooting across complex environments.
• Experience with RMM and PSA tools used by MSPs/MSSPs.
• Hands-on experience configuring hardware firewalls, VPNs, routing, DNS, DHCP, NAT.
• Experience with Microsoft 365, Azure, Entra ID, Windows Server, Active Directory.
• Knowledge of endpoint, network security, and cloud security.
• Troubleshooting Windows, macOS, Linux.
• Clear communication to varying audiences.
• Ability to manage multiple priorities with strong ownership.
• CompTIA Security+, Network+ or equivalent.

Responsibilities

• Own complex support requests from triage to resolution.
• Troubleshoot networking, security, endpoints, and cloud issues across environments.
• Assist customers with platform usage, deployments, configurations.
• Escalate to Tier 1/2 engineers and guide investigations.
• Collaborate with Engineering, Product, QA to validate fixes.
• Create and improve documentation and knowledge base articles.
• Identify recurring issues and suggest process improvements.
• Participate in on-call rotation for urgent issues.
• Model professional communication and ownership.

Skills

Troubleshooting

Cross-functional collaboration

Customer communication

Time management

Ownership & follow-through

Tools

RMM tools

PSA tools

Job description

Todyl, Inc. seeks a highly technical Technical Support Engineer III to diagnose, troubleshoot, and resolve complex networking, security, endpoint, and cloud issues across customer environments.

You will collaborate with Engineering, Product, and QA to drive timely resolutions and product improvements. You will own requests from triage to resolution, serve as escalation point for Tier 1/2 engineers, contribute to knowledge base, and participate in on-call rotations.