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.

Requirements

6+ years in Technical Support Engineering, Systems Engineering, Network Engineering, SRE, DevOps, or similar roles supporting production environments.

Strong enterprise networking fundamentals and hands-on troubleshooting experience.

Strong Linux troubleshooting and command-line skills.

Experience troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth, and certificates.

Experience with VMware vSphere / ESXi / vCenter (or equivalent virtualization technologies).

Hands-on experience with tools such as Wireshark, tcpdump, curl, Postman and strong log-analysis skills.

Proven track record handling production issues and high-severity escalations with urgency and ownership.

Excellent written and verbal communication skills; able to produce clear technical updates and documentation.

Ability to work independently while collaborating effectively across Engineering and Product.

Preferred Experience

IoT, IoMT, OT, network security, or network visibility domains

Enterprise network management / monitoring platforms

Familiarity with Kafka, Cassandra, PostgreSQL, or distributed systems

Ticketing/support tools: ServiceNow, Jira, Zendesk, or similar

Ideal Candidate

You are a strong technical troubleshooter who can follow a problem from network traffic to application behavior, uses evidence rather than assumptions, takes ownership of customer outcomes, and can explain complex technical issues clearly, especially during escalations.

Benefits

WHY ORDR

Work with cutting-edge security and visibility technology as part of a collaborative, remote-first team.

We value curiosity, ownership, and continuous growth, investing in your professional development through training, mentorship, and peer collaboration.

Be part of shaping customer experience and outcomes in a high-growth company addressing real-world enterprise challenges.

Salary Range: $120,000 - $130,000 base. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.