Requirements
- 4+ years of experience in a technical support role within a SaaS company, with demonstrated experience handling escalated or enterprise-tier accounts
- Strong working knowledge of networking fundamentals - TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing - with the ability to apply this knowledge to real-world troubleshooting scenarios
- Show proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile platforms
- Experience working with identity providers and SSO integrations (e.g. Okta, Google Workspace, Azure AD) as they relate to device or user authentication
- Familiarity with log analysis and CLI-based diagnostic tools to independently investigate issues before escalating
- Excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity
- Familiarity with Jira and Slack to manage internal workflows and collaborate effectively across distributed teams
- Maintain a proactive approach to learning new technologies and staying current with evolving infra tools
Nice to Have
- Hands-on familiarity with Tailscale or comparable networking/VPN products (i.e. WireGuard, traditional VPNs) strongly preferred
- Display a natural tinkerer’s mindset and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or open-source contributions
- Basic experience troubleshooting Kubernetes environments, including familiarity with pod networking, namespaces, and common CLI tools such as kubectl
Work Arrangement
Remote (Worldwide)
Additional Information
- Founded in 2019 and fully distributed
- Backed by Accel, CRV, Insight, Heavybit, and Uncork Capital
- Compensation package includes base salary, equity, and comprehensive benefits
- The salary range displayed on each job posting represents the target range for a new hire's base salary
- Individual offers may vary based on experience and skill set
