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Tier II – Technical Support Engineer (EMEA)

Full-Time/Contract

About us

At Todyl, we are on a mission to protect small and medium-sized businesses from ever-changing cyber threats. The Todyl platform fully integrates threat, risk, and compliance management to provide exceptional and affordable unified cybersecurity solutions to MSPs (Managed Service Providers) and their end customers.

At the end of the day, we’re here to keep our partners and customers safe and help them manage the risks and comply with regulations. Protecting others requires a team that works together with trust and cares deeply about carrying out our mission.

About the Role

We’re seeking a highly skilled Tier 2 Support Engineer with strong networking and security expertise to help deliver an exceptional support experience across Todyl’s platform. In this role, you will own the resolution of complex technical issues, partner closely with Engineering and Product, and serve as an escalation point for our frontline team. You will play a critical role in diagnosing problems, guiding customers through challenging situations, and strengthening product reliability by identifying trends and contributing to long-term solutions. This is a hands-on, customer-impacting role where technical excellence, clear communication, and a strong sense of ownership truly matter. This role reports to the Director of Technical Support. Todyl has its HQ in Denver, and this role is fully remote.

Key Responsibilities

• Own advanced technical case resolution across Todyl’s platform (SASE, SGN, Secure DNS, Endpoint, Zero Trust), driving issues to closure with precision, urgency, empathy and high customer satisfaction.
• Perform deep-dive troubleshooting and root cause analysis, leveraging logs, packet captures, telemetry, and tooling to resolve complex platform, configuration, and environmental issues.
• Serve as an escalation point for Tier 1 engineers, guiding case strategy, validating next steps, and ensuring customers experience faster, more accurate resolutions.
• Partner closely with Engineering and Product teams to triage defects, raise prioritized Jira tickets, validate fixes, and advocate for customer-impacting improvements.
• Communicate clearly, confidently, and proactively with customers, providing status updates, expectations, technical explanations, and actionable guidance throughout the support lifecycle.
• Create, maintain, and improve knowledge resources, including runbooks, troubleshooting guides, knowledge base articles, and internal documentation to uplift team capability and efficiency.
• Analyze recurring patterns and trends, identify emerging issues, and recommend process, tooling, or product enhancements to reduce case volume and improve stability.
• Drive operational excellence in support delivery, consistently meeting SLAs, accuracy standards, response expectations, and CSAT targets.
• Collaborate cross-functionally with Customer Success, Engineering, and Partner teams to ensure seamless customer experience and unified communication across engagements.
• Participate in on-call or after-hours rotations (when required) to support critical incidents and ensure customers receive timely support during high-impact events.

Qualifications

Values Fit

• Extreme ownership, particularly when things go wrong or aren’t completed on time.
• Intrinsic drive for growth; self-motivated, always learning, and focused on raising the bar for self and team.
• Strong bias for action with impact; make tough decisions quickly, measure results, and iterate with clarity to move the mission forward.
• Comfort with ambiguity and change, embrace change and uncertainty as part of startup life.
• Humility, purpose over ego to acknowledge mistakes, learn from others, and embrace feedback while putting the mission first.

Who You Are

• 3+ years of hands-on technical support or operations experience in cybersecurity, networking, or SaaS environments, with demonstrated success resolving complex technical issues.
• Required Schedule: 2:00 AM - 10:00 AM EST/US (Monday-Friday). This is a fixed shift with no flexibility in hours.
• Strong networking and security fundamentals, including experience with DNS, VPN technologies, TLS/SSL, firewalls, routing, and endpoint security concepts.
• Proficiency with troubleshooting tools and diagnostics, such as packet capture tools, system and network logs, endpoint agents, and monitoring or SIEM platforms.
• Experience supporting modern security platforms or adjacent technologies, ideally including SASE, Zero Trust, EDR/XDR, secure web gateways, cloud security, or equivalent enterprise solutions.
• Clear, confident, and empathetic communication skills, with the ability to explain complex technical topics to both technical and non-technical audiences.
• Proven ability to manage escalations with composure and ownership, balancing urgency, clarity, and customer confidence while driving toward resolution.
• Demonstrated collaboration mindset, working effectively with Engineering, Product, Customer Success, and cross-functional teams to solve customer problems.
• Strong problem-solving discipline and analytical thinking, including the ability to identify patterns, assess impact, and contribute to root cause analysis and prevention.
• High level of accountability and initiative, with a bias toward action, continuous improvement, and delivering excellent customer experiences.
• Relevant certifications or education preferred but not required (e.g., CompTIA Network+, Security+, CCNA, CISSP, or equivalent practical experience).

Salary range for this position is $60,000-$75,000USD and the actual annual salary for this role will depend on each candidate’s experience, qualifications, and location of work, with most new hires placed near the midpoint of the posted range to ensure fairness and consistency across our team.

Todyl provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, transgender status, gender identity or expression, national origin, age, disability.