- Company: Get A Job.ai
- Location: USA
- Salary: Pay not listed
- Work type: Remote
Website Get A Job.ai
Represented by Get A Job.ai
About This Opportunity
We are representing a confidential SaaS organization seeking a Customer Support Engineer (Tier 2) based in the USA. Our client is a rapidly growing technology company focused on secure networking solutions used by teams ranging from individual users to enterprise organizations worldwide.
As a Tier 2 Support Engineer, you'll serve as the technical escalation point for complex customer issues, working with a distributed team to deliver exceptional support experiences. This role reports to the Support Team Lead and plays a critical part in maintaining customer satisfaction while driving product improvements through cross-functional collaboration.
Responsibilities
- Serve as the primary escalation point for technically complex tickets from paying customers, taking full ownership through resolution
- Diagnose and troubleshoot advanced networking issues including ACL misconfigurations, subnet routing configurations, exit node setups, and identity provider integrations
- Manage a ticket queue with consistent focus on SLA adherence, ensuring timely first responses and resolutions
- Drive positive user outcomes and maintain high CSAT scores through clear, helpful, and accurate technical guidance
- Balance high-volume daily ticket responses while maintaining the technical depth required for complex networking troubleshooting
- Partner cross-functionally to identify recurring friction points and advocate for user experience improvements
- Own escalations of technically complex tickets from Tier 1, including those from free-tier users when issues exceed Tier 1 scope
- Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions
What We're Looking For
- 4+ years of experience in a technical support role within a SaaS company, with demonstrated experience handling escalated or enterprise-tier accounts
- Hands-on familiarity with VPN products and modern networking solutions (WireGuard, traditional VPNs, or similar technologies) strongly preferred
- A natural tinkerer's mindset and deep curiosity for how things work, demonstrated through personal projects, homelabs, or open-source contributions
- Strong networking fundamentals: TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing, with ability to apply knowledge to real-world troubleshooting
- Proficiency troubleshooting across multiple operating systems: macOS, Windows, Linux, and mobile platforms
- Experience with identity providers and SSO integrations (Okta, Google Workspace, Azure AD) as they relate to device or user authentication
- Basic experience troubleshooting Kubernetes environments, including pod networking, namespaces, and kubectl
- Familiarity with log analysis and CLI-based diagnostic tools for independent investigation
- Excellent written communication skills with ability to explain complex technical concepts with empathy and clarity
- Experience using Jira and Slack for workflow management and distributed team collaboration
- Proactive approach to learning new technologies and staying current with evolving infrastructure tools
How We Work With You
When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening to understand your technical experience and career goals. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our recruiting team to ensure a smooth process for everyone involved.
Our client offers a remote-first work environment with comprehensive benefits including equity, health coverage with no waiting period, employer-matched retirement contributions, professional development budgets, flexible PTO, paid parental leave, and home office setup support.
Pay
Pay via Get A Job.ai: $97,000–$121,000 USD annually, based on experience and skill set.
Get A Job.ai is an equal opportunity employer committed to building diverse and inclusive teams. We welcome candidates from all backgrounds to apply.
Apply with Get A Job.ai
A recruiter will review your profile and submit you to the client. Do not contact the client directly.
Apply through Get A Job.ai. A recruiter will review your profile and submit you. Do not contact the client directly.
Apply through Get A Job.ai. A recruiter will review your profile and submit you.
Terms used in this posting
- PTO
- Paid Time Off — vacation, personal, or sick days you can take while still being paid.
- equity
- Ownership stake in the company, usually in the form of stock options or RSUs, offered in addition to salary.
- remote-first
- The company is organized around remote work as the default, rather than treating it as an occasional exception to in-office work.
Explore Get A Job.ai online
Working in USA
The United States of America (USA), also known as the United States (U.S.) or America, is a country primarily located in North America. It is a federal republic consisting of 50 states and a federal capital district, Washington, D.C. The 48 contiguous states border Canada to the north and Mexico to the south, with the semi-exclave of Alaska in the northwest and the archipelago of Hawaii in the Pacific Ocean. The United States also asserts sovereignty over five major island territories and various uninhabited islands in Oceania and the Caribbean. It is a megadiverse country, with the world's th
Note: US observes a public holiday on Sep 7 — Labour Day.
🇺🇸 Relocation safety for US: Exercise Normal Caution — via Warnely, CC BY 4.0
National unemployment rate in US: 4.2% — via World Bank
National job openings rate: 4.4% — via BLS JOLTS
Private-sector wage growth (year over year): 3.1% — via FRED
National quits rate: 2.0% — via FRED (BLS JOLTS)
Weekly initial unemployment claims: 203,000 — via FRED
GDP per capita in US: $90,027 — via World Bank
Consumer price inflation in US: 2.9% (annual) — via World Bank
Real GDP growth in US: 2.2% (annual) — via World Bank
Average hours worked per year in US: 1,800 — via OECD
About this role & career path
Traits that fit this role
- Intellectual Curiosity
- Cautiousness
- Integrity
- Attention to Detail
- Dependability
Source: O*NET Work Styles (Distinctiveness Rank).
Typical preparation needed: Job Zone 4: Considerable Preparation Needed. Most of these occupations require a four-year bachelor's degree, but some do not. — via O*NET
Industry news
- The Great Coding Reset: How AI is changing software engineering - Business Insider
- I was a software engineer who couldn't get excited about AI. Now I'm studying to be a nurse. - Business Insider
- AI Effect: No More Software Engineer Jobs After 2026? - Gulte
Source: O*NET (public-domain bulk data)
Salary & compensation
Workers in Computer & Mathematical occupations earn a national median of $98,769 — via US Census ACS / Data USA
Job details above are provided by the employer/source. The sections on this page are compiled from public data sources with AI assistance.
Accommodations: if you need a workplace accommodation to apply for or perform this job, see ADA.gov or EEOC.gov for guidance on your rights and how to request one.
Listing facts
- Role Customer Support Engineer (Tier 2)
- Employer Get A Job.ai
- Location USA · Remote-friendly
- Type Full Time
- Pay (from listing) Pay not listed
- Posted September 6, 2026
- Apply by October 6, 2026
- Country United States
- Overview Full job description on this page (542 words)
Facts above come from this job record on Get A Job.AI — not copied from third-party review sites.
Typical work in Customer Support Engineer
Independent occupational context from O*NET (U.S. public-domain labor data). This is about the occupation, not a rewrite of this employer's posting.
- Back up network data.
- Configure security settings or access permissions for groups or individuals.
- Analyze and report computer network security breaches or attempted breaches.
- Identify the causes of networking problems, using diagnostic testing software and equipment.
- Document network support activities.
- Configure wide area network (WAN) or local area network (LAN) routers or related equipment.
Limited public data for this employer
We only show facts we can ground in public sources (Wikidata, O*NET, news/discussion links, or this listing). We do not invent Glassdoor-style ratings, salaries, or testimonials when data is thin. Use the listing facts, occupation context, and related openings below while we continue researching.
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Occupation family: Customer Support Engineer
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