Technical Support Engineer III

Todyl; Denver (CO); On-site; USD 75,000 - 95,000; Full time

Job summary

Todyl is looking for a Technical Support Engineer III based in Denver, Colorado. The role involves diagnosing and resolving technical issues while working closely with various teams, including engineering and product management. Candidates should have over 4 years of experience in technical support and demonstrate strong troubleshooting skills.

Ideal individuals will possess knowledge of security operations and network administration principles. You will contribute significantly to customer satisfaction by providing effective solutions and improving internal processes.

Qualifications

• 4+ years of experience in product support or related technical roles.
• Experience with hardware firewalls, VPNs, routing, and DNS.
• Ability to communicate complex technical concepts clearly.

Responsibilities

• Own complex support requests from triage through resolution.
• Troubleshoot advanced networking and security issues.
• Assist customers with platform usage and configuration.

Skills

Troubleshooting skills

Product support experience

Network administration

Security operations knowledge

Communication skills

Education

CompTIA Security+, Network+, or equivalent certification

Tools

RMM and PSA tools

Job description

Todyl puts world-class networking and security within reach of every business. The Todyl Security Platform converges SASE, SIEM, Endpoint Security, GRC, MXDR, and more into a cloud-native, single-agent platform specifically built for MSPs, MSSPs, and Mid-Market IT Professionals. We are a fast-paced, dynamic start-up, passionate about simplifying complex networking and security for businesses of all sizes.

About the Role

Todyl is seeking a highly driven, deeply technical, and passionate Technical Support Engineer III.

You will play a critical role in delivering technical support for our products and systems. You will be responsible for diagnosing, troubleshooting, and resolving technical issues that our customers and internal teams encounter. In this role, you will work closely with cross-functional teams, including engineering, product management, and quality assurance, to ensure timely resolutions and continuous product improvements.

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

Requirements

• 4+ years of experience in product support, technical support engineering, systems administration, network administration, security operations, or a related technical roles
• Strong troubleshooting skills with the ability to isolate issues, validate assumptions, and drive resolution across complex environments
• Experience with RMM and PSA tools commonly used by MSPs, MSSPs, or IT service providers
• Hands-on experience configuring and troubleshooting hardware firewalls, VPNs, routing, DNS, DHCP, NAT, and related network services
• Experience with Microsoft 365, Azure, Entra ID, Windows Server, Active Directory, and domain-based environments
• Working knowledge of endpoint, network security, and cloud security concepts
• Familiarity with Windows, macOS, and Linux troubleshooting
• Ability to communicate technical concepts clearly to customers, partners, and internal stakeholders with different levels of technical depth
• Ability to manage multiple priorities in a fast-paced environment while maintaining strong ownership and follow-through
• CompTIA Security+, Network+, or equivalent certification, knowledge, or practical experience

Preferred Qualifications

• Experience supporting cybersecurity platforms, SASE, SIEM, EDR, MXDR, or managed security services
• Prior experience working with MSP or MSSP partn
• Experience mentoring junior engineers, leading technical investigations, or improving team processes
• Comfortable reading logs, interpreting alerts, and translating technical findings into customer-ready updates

What Success Looks Like

• Customers receive clear, confident guidance on complex technical issues
• Escalations are well-documented, actionable, and moved forward with urgency
• Tier 1 and Tier 2 engineers are supported through coaching, documentation, and technical guidance
• Recurring issues are surfaced with context, helping Product and Engineering improve the platform.