todyl
Tier III – Technical Support & Network Engineer
Denver CO · Mid
Sponsorship not specifiedDetected 68 days ago
AzureLinuxCybersecurityNetwork SecuritySIEMSOC OperationsCustomer SupportDNSFirewallNetwork EngineeringCommunicationMentoring
About the role
- 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.
- 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.
- Technical Support Engineer III
- 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.
Requirements
- 4+ years of experience in product support, technical support engineering, systems administration, network administration, security operations, or a related technical role.
- Experience with RMM and PSA tools commonly used by MSPs, MSSPs, or IT service providers.
- 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.
Nice to have
- Experience supporting cybersecurity platforms, SASE, SIEM, EDR, MXDR, or managed security services.
- 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
- 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.
Company info
- 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.
- Assist customers and partners with platform usage, deployments, configuration conflicts, and product-related issues.
This listing is sourced directly from todyl's careers page and normalized into a canonical job model.