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…