Technical Support Engineer

United States Digital Space LLC; United States; Hybrid; USD 69,000 - 92,000; Full time

Benefits offered by this job

Equity incentives

Hybrid work environment

Growth opportunities

Job summary

NetBird is seeking a Technical Support Engineer to help our growing user base deploy and troubleshoot our zero-trust networking platform. You will work with customers to ensure a seamless experience, collaborating with Engineering and Product to drive improvements.

Ideal candidates have 3+ years in technical support for SaaS or security, strong networking knowledge, excellent communication, and hands-on VPN or zero-trust experience.

Qualifications

• 3+ years of experience in a technical support role, ideally within a SaaS or network security company.
• Strong knowledge of networking concepts, including protocols and routing.
• Excellent written and verbal communication skills for email, chat, and async discussions.
• A proactive attitude and the ability to think on your feet while solving complex customer issues.
• Hands-on experience with VPN technologies or zero-trust networking is a plus.

Responsibilities

• Become an expert in the use of the product and its features, including Dashboard configuration, GUI and CLI usage, Access Control, and Routing features.
• Provide technical support to customers across multiple channels (Slack, GitHub, Email, etc.).
• Update and create documentation around the product.
• Partner with our sales and engineering team to ensure customers’ needs are met effectively.
• Participate in team discussions to improve support processes and share insights with the broader team.
• Advocate for product improvements and contribute to the team's continuous development.

Skills

Networking concepts

VPN technologies

Zero-trust networking

Communication skills

Go programming

Cloud environments

Open-source contributions

Job description

Who we areA team from Germany with the vision to make advanced network security accessible for everyoneWe are a software company developing an open-source zero-trust network security platform that is both easy to use and affordable for teams of all sizes and budgets. Our mission is grounded in a simple yet powerful belief: secure private networking is a fundamental right of every modern company.

Since our launch on GitHub in 2021, we have gained trust among thousands of companies seeking secure and seamless solutions for connecting remote employees and infrastructure. By replacing traditional centralized VPNs, the company has become a trusted choice for modern network security, connecting today hundreds of thousands of users and machines worldwide. Our open-source, community-driven approach has been a key driver of our success. We listen to our users, and their input helps us make network security better for everyone.

Want to see what we’re working on? Check out our GitHub repo at https://github.com/netbirdio/the company or https://the company.io/knowledge-hub

What you will doAs a Technical Support Engineer, you’ll provide technical assistance to our growing user base. In this role, you’ll work directly with customers to help them deploy and troubleshoot the company’s platform, ensuring a seamless and satisfying user experience. You’ll also collaborate with our Engineering and Product teams to identify improvements and shape the future of our platform.

Specifically, you will:

• Become an expert in the use of the the company product and its features, including Dashboard configuration, GUI and CLI usage, Access Control, and Routing features

• Provide technical support to customers, resolving issues and answering questions across multiple channels, e.g. Slack, GitHub, Email etc.

• Update and create documentation around the product

• Partner with our sales and engineering team to ensure customers’ needs are met effectively.

• Participate in team discussions to improve support processes and share insights with the broader team.

• Advocate for product improvements and contribute to the team's continuous development.

If you've read this and thought, "That sounds like me!" - there's no need to keep reading; we should definitely have a conversation. However, if you're unsure about the kind of experience we're looking for, the following details should provide some clarity.

What we are looking forWe’re looking for someone who thrives in a collaborative environment and loves helping customers succeed.

Must-Haves 3+ years of experience in a technical support role, ideally within a SaaS or network security company.

• Strong knowledge of networking concepts, including protocols and routing.

• Excellent written and verbal communication skills for email, chat, and async discussions.

• A proactive attitude and the ability to think on your feet while solving complex customer issues.

Nice-to-Haves Hands-on experience with VPN technologies or zero-trust networking.

• Familiarity with the company or similar open-source platforms.

• Experience developing in Go.

• Experience in cloud environments.

• Contributions to open-source projects.

What’s in for youWe know that happy and supported team members build the best products. That’s why we offer:

• Comprehensive compensation package: Receive a competitive base salary and equity incentives.

• Hybrid work environment: Enjoy the flexibility of working both from our centrally located Berlin office and remotely.

• Diverse and collaborative team: Join a team that values fast, clean shipping and works together to achieve great results.

• High level of independence: This is not a strict 9-to-6 role. We focus on outcomes, not the appearance of work.

• Growth opportunities: Be part of a rapidly growing company at the forefront of the Zero Trust security revolution.

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