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Technical Support Engineer, L1

Twingate
Full-time
Remote
United Kingdom
Support
Twingate is building a modern remote access solution that simplifies and improves the way businesses secure access to their cloud, SaaS, and on-prem resources. Twingate is backed by leading investors such as BOND, WndrCo, 8VC, Green Bay Ventures, SignalFire, and Dropbox founders Drew Houston and Arash Ferdowsi. Our investors share our belief that in a world where workforces are becoming increasingly distributed, it is critical to be able to effectively secure access to apps, data, and environments.

Our team puts customers first — from product design to post-deployment support. If you're energised by solving tough technical challenges, delivering delightful customer experiences, and working across a diverse technology stack, we'd love to meet you.

Role
Are you the type of person who can't stop looking for a solution once a mystery has been put in front of you? Are you exceptionally curious, taking pleasure in learning new things, and putting that knowledge to work? Are you obsessed with the customer experience? If so, you'll love working with Twingate's technology and our customers.

Twingate is at the cutting edge of zero trust networking technology, which means that you'll get to work with a wide range of technologies, platforms, and customer scenarios. Our customers use Twingate with everything from on-prem services to ephemeral containers in public cloud environments. Every day is different, but the commonality is that our customers depend on us to get their work done every day, and you'll be a crucial part of that success story as you work with our customers, engineering, product management, and our customer-facing teams.

As a Level I Technical Support Engineer, you'll play a critical role in supporting customers ranging from nimble startups to global enterprises. You'll resolve Tier 1 and Tier 2 technical issues, contribute to internal knowledge sharing, and work cross-functionally to represent the voice of the customer. Your customer service skills will shine as you work with our customers to reach exceptional outcomes and provide an uncommonly delightful customer experience.

CANDIDATES MUST BE LOCATED IN THE UNITED KINGDOM

Responsibilities

    • Serve as the primary point of contact for inbound support requests via email, and portal, routing to the correct teams as required.
    • Diagnose and troubleshoot technical issues related to Twingate deployments across multiple environments (e.g., Windows, macOS, Linux, iOS, Android).
    • Collaborate with senior support engineers to resolve complex or sensitive cases.
    • Document findings, fixes, and known issues in our knowledge base.
    • Escalate product or infrastructure issues to Engineering with detailed reproduction steps and logs.
    • Provide feedback to Product, Engineering, and Docs teams to improve customer experience.

Qualifications

    • 1–2 years in a technical support, IT, or help desk role, ideally supporting infrastructure or security products.
    • Familiarity with TCP/IP networking fundamentals (DNS, VPN, firewalls, NAT).
    • Exposure to modern SaaS tools, cloud platforms (AWS, GCP, Azure), and identity providers (Okta, Google Workspace, Azure AD).
    • Strong written and verbal communication skills — you can explain technical concepts clearly and patiently.
    • Organised, curious, and eager to grow — you’re not afraid to say “I don’t know, but I’ll find out”.
    • Comfortable working in a fully remote environment with teammates across time zones.

Desired Skills

    • Prior experience supporting remote access or security tools (VPN, ZTNA, SASE, etc.).
    • Scripting knowledge (e.g., Bash, PowerShell, Python) to aid in troubleshooting.
    • Familiarity with logs, packet captures, and debugging tools.
    • Experience with ticketing and support platforms (e.g., Zendesk, Intercom, Jira).
    • Experience supporting mutliple platforms (macOS, Windows, Linux, iOS and Android).
    • Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike.

      • Not sure if you tick every box? That’s okay.

      At Twingate, we care more about your potential, your perspective, and your enthusiasm for what we’re building than a perfect checklist match. We believe the best teams are made up of people from all kinds of backgrounds, with different experiences and ways of thinking.

      So if you’re excited about our mission to provide exceptional customer experiences and make secure access simple, but you’re unsure if you’re the exact fit—reach out anyway. We’re here to solve big problems together, and great ideas can come from anywhere.

What We Value

    • High Agency: We own the problem and don’t think in silos. “Not my job” is not an acceptable excuse if something is not working. Figure out what’s wrong and take initiative to solve the problem. Speak up. Company success is everyone’s job.
    • Deliver Customer Value: Company success follows customer success (not the other way around). Everything we do starts and ends with delivering value to our customers.
    • Continuous Improvement: Making small improvements consistently is preferred to aiming for big leaps. We embrace that we may not get it right the first time, so we learn by doing, making mistakes, and course correcting constantly. 1% better every day is how we accomplish great things over time.
    • Go Find Out: We seek a deeper understanding beyond the surface, and get our hands dirty with ground truth data (no matter the seniority). We know anecdotes can be more powerful than aggregate stats because they can reveal hidden truths. Always be learning.
    • Startup DNA: We operate at a higher clock speed and believe small committed teams can make the impossible possible. We embrace that great results only come with great effort, and we lift each other to achieve more than we could achieve alone.
£50,000 - £60,000 a year
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