Technical Support Engineer (TSE)

About the Role

ORDR is seeking a highly experienced Technical Support Engineer (6+ years) to support enterprise customers across networking, SaaS, security, and connected-device (IoT/IoMT/OT) environments.

In this role, you will own complex technical issues end-to-end, lead customer escalations, identify root causes using evidence (logs/metrics/packet captures), and partner closely with Engineering, Product, and Customer Success to deliver reliable outcomes and an excellent customer experience.

Responsibilities

Own complex customer issues from intake and triage through resolution and follow-up, including customer communication and documentation.

Lead high-impact customer escalations; drive coordination, updates, and restoration.

Troubleshoot enterprise networking and visibility issues including TCP/IP, DNS, DHCP, ARP, VLANs, routing/switching, SNMP, SPAN/TAP, and related packet/flow behavior.

Analyze logs, packet captures, system behavior, and API responses to determine root cause (expected vs. actual behavior).

Troubleshoot Linux-based appliances and enterprise infrastructure (services, permissions, resource utilization, networking, certificates).

Troubleshoot SaaS, REST APIs, authentication (SAML/OAuth), certificates, and third-party integrations.

Reproduce customer issues and provide Engineering with clear evidence (steps to reproduce, logs/pcaps, timelines, environment details).

Communicate technical findings, customer impact, workarounds, and resolution plans clearly to both technical and non-technical stakeholders.

Create and maintain technical documentation / knowledge base articles and runbooks.

Mentor other engineers and continuously improve support processes to reduce repeat incidents and improve time-to-resolution.