Customer Support Engineer (Tier 2)

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.