Technical Support Engineer - Tier III
About The Position
Todyl is seeking a highly driven, deeply technical, and passionate Technical Support Engineer III to deliver technical support for its products and systems. The role diagnoses, troubleshoots, and resolves issues encountered by customers and internal teams, working closely with Engineering, Product Management, Quality Assurance, and other cross-functional teams to ensure timely resolutions and continuous product improvements. The engineer owns complex support requests from triage through resolution, investigates advanced networking, security, endpoint, and cloud issues, assists customers and partners with platform usage and deployments, and serves as an escalation point for Tier 1 and Tier 2 engineers. The role also contributes to documentation and process improvements, identifies recurring issues, and participates in an on-call rotation for urgent customer-impacting issues. The position uses a collaborative hybrid work model, with offices in Denver's LoDo neighborhood, Midtown Atlanta, and Augusta, Georgia. The anticipated base salary range is $100,000–$130,000 annually, with final compensation based on experience, skills, qualifications, and other job-related factors.
Requirements
- 4+ years of experience in product support, technical support engineering, systems administration, network administration, security operations, or a related technical role.
- Strong troubleshooting skills, including the ability to isolate issues, validate assumptions, and drive resolution across complex environments.
- Experience with RMM and PSA tools commonly used by MSPs, MSSPs, or IT service providers.
- Hands-on experience configuring and troubleshooting hardware firewalls, VPNs, routing, DNS, DHCP, NAT, and related network services.
- 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.
- Ability to clearly communicate technical concepts to customers, partners, and internal stakeholders with different levels of technical depth.
- Ability to manage multiple priorities in a fast-paced environment while maintaining strong ownership and follow-through.
- CompTIA Security+, Network+, or equivalent certification, knowledge, or practical experience.
Nice To Haves
- Experience supporting cybersecurity platforms, SASE, SIEM, EDR, MXDR, or managed security services.
- Prior experience working with MSP or MSSP partners.
- Experience mentoring junior engineers, leading technical investigations, or improving team processes.
- Comfort reading logs, interpreting alerts, and translating technical findings into customer-ready updates.
Responsibilities
- Own complex support requests from triage through resolution, including customer communication, internal coordination, and follow-through.
- Troubleshoot advanced networking, security, endpoint, and cloud issues across customer environments.
- Assist customers and partners with platform usage, deployments, configuration conflicts, and product-related issues.
- Serve as an escalation point for Tier 1 and Tier 2 engineers, guiding investigation paths and resolution strategies.
- Partner with Engineering, Product, QA, and other internal teams to identify root causes, 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.
- Model strong case ownership, clear communication, and a high standard of technical professionalism.
Benefits
- Opportunity to share in Todyl's growth through its employee equity program.
- Medical, dental, and vision insurance options.
- Flexible, unlimited paid time off.
- 401(k) plan.
- Paid parental leave.
- Collaborative hybrid work model with offices in Denver, Midtown Atlanta, and Augusta, Georgia.
- Parking and public transportation commuter benefits.
- Professional growth and development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
