Technical Support Engineer - Eastern US Region (Remote)

Ordr Tech; Santa Clara (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a leading cybersecurity startup as a Technical Support Engineer, providing exceptional support to enterprise customers. In this role, you'll solve complex technical issues, ensure customer satisfaction, and collaborate across teams in a fast-paced environment. Your expertise in networking and commitment to customer success will be vital for contributing to product evolution and client outcomes.

Benefits

Remote working opportunities

Collaborative global team

Impactful role with growth potential

Qualifications

• 5+ years in technical support or customer-facing engineering role, preferably in B2B SaaS.
• Deep understanding of networking fundamentals, including switches, routers, and protocols.
• Excellent communication skills and passion for helping customers.

Responsibilities

• Provide advanced technical support focusing on product configuration and performance tuning.
• Diagnose and resolve complex issues by reproducing customer environments.
• Collaborate with Product, Engineering, and Sales teams to enhance customer experience.

Skills

Troubleshooting

Analytical mindset

Customer success

Education

Certifications such as CCNA, JNCIE

Tools

Linux

VMware ESXi

Enterprise firewall solutions

Job description

Join Us in Securing the Networks of the Future

Ordr is seeking a passionate and experienced Technical Support Engineer (TSE) to deliver world-class support to our customers and partners. In this high-impact role, you'll troubleshoot complex issues, guide customers post-sales, and help them realize the full value of our cutting-edge cybersecurity platform. If you're excited by customer success, network security, and solving tough technical problems—this is your opportunity to shine.

What You’ll Do

• Provide advanced technical support to enterprise customers and partners, focusing on product configuration, performance tuning, and issue resolution.
• Diagnose and resolve complex issues by reproducing customer environments and collaborating with Engineering and QA teams.
• Maintain exceptional customer satisfaction through timely, empathetic communication.
• Leverage diagnostic tools, scripting, and lab setups to replicate and analyze customer issues.
• Contribute to the development of internal knowledge bases, troubleshooting guides, and documentation.
• Collaborate cross-functionally with Product, Engineering, and Sales teams to improve the overall customer experience.
• Act as the voice of the customer by sharing key insights and feedback internally.

What We’re Looking For

• 5+ years in a technical support or customer-facing engineering role, preferably in a B2B SaaS environment.
• Deep understanding of networking fundamentals, including switches, routers, and protocols.
• Certifications such as CCNA, JNCIE, or similar are highly preferred.
• Experience with Linux, VMware ESXi, and enterprise firewall solutions.
• Familiarity with 802.1X/NAC, vulnerability management, and cybersecurity best practices.
• Excellent troubleshooting skills, analytical mindset, and ability to handle multiple issues in a fast-paced environment.
• Strong communicator with a genuine passion for helping customers succeed.

Why You’ll Love Working at Ordr

• Join a fast-growing startup at the forefront of cybersecurity and network visibility.
• Work remotely with a high-performing, collaborative global team.
• Enjoy a visible, high-impact role with room to grow and innovate.
• Make a real difference in customer outcomes and product evolution.

As an equal opportunity employer, we are open to considering every qualified candidate who is eligible and legally authorized to work in the United States on a full or part-time basis, without a need for sponsorship.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.