> Markdown version of [/jobs/ext/2696548-technical-support-engineer](https://www.wearedevelopers.com/jobs/ext/2696548-technical-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** ORDR, Inc. - **Location:** United States - **Experience:** Expert - **Salary:** $120,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** HTML, Address Resolution Protocols, Application Programming Interfaces (APIs), Systems Engineering, JIRA, User Authentication, Command-Line Interface, Software as a Service, Computer Networks, Dynamic Host Configuration Protocol, Linux, DevOps, Distributed Systems, Domain Name System (DNS), VMware ESX Servers, Network Security, Transport Layer, CURL, PostgreSQL, Log Analysis, Network Architecture, Network Monitoring, Routing, Packet Analyzer, Network Administration, OAuth, Reliability Engineering, Runbook, Security Assertion Markup Language (SAML), Simple Network Management Protocols, TCP/IP, Transmission Control Protocol (TCP), Tcpdump, Wireshark, Virtual Local Area Networks, Virtualization Technology, VMware VSphere, Network Switches, Network Routing, Apache Cassandra, Postman, Break Fix, Ethereal, Cassandra, Integration Frameworks, Apache Kafka, Restful APIs, Zendesk, Servicenow - **Published:** September 3, 2026 - **Apply:** https://www.careerbuilder.com/job-details/technical-support-engineer-tse--e77dd507-84d5-4a02-a6b4-5abc4d776bfe ## About the Role 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 troubleshooter who can follow a problem from network traffic to application behavior, uses evidence rather than assumptions, takes ownership of customer outcomes, and can explain complex technical issues clearly, especially during escalations., ARP (Address Resolution Protocol), Analysis Skills, Apache Cassandra, Apache Kafka, Application Programming Interface (API), Atlassian JIRA, Authentication, Communication Skills, Continuous Improvement, Customer Escalations, Customer Experience, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), DevOps, Distributed Computing, Documentation, Follow Through, HTTP (HyperText Transport Protocol), HTTPS (HyperText Transport Protocol Secure), Identify Issues, Internet of Things, Knowledge Base, Linux Operating System, Mail Services, Mentoring, Metrics, Network Administration/Management, Network Architecture/Engineering, Network Monitoring, Network Routing, Network Security, Network Switching, OAuth, Packet Flows, PostgreSQL, Presentation/Verbal Skills, Process Improvement, Production Control, Production Support, Production Systems, REST (Representational State Transfer), Resource Utilization, Root Cause Analysis, SNMP (Simple Network Management Protocol), Security Assertion Markup Language (SAML), ServiceNow, Software as a Service (SaaS), Systems Engineering, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, Technical Writing, VLAN (Virtual Local Area Network), Wireshark (Ethereal), Writing Skills, ZenDesk, tcpdump ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Don’t Insert Crazy! On cURL and AI Slop - Daniel Stenberg](https://www.wearedevelopers.com/videos/1796-don-t-insert-crazy-on-curl-and-ai-slop-daniel-stenberg) - [WeAreDevelopers LIVE – You Don’t Need JavaScript, Modern CSS and More](https://www.wearedevelopers.com/videos/1788-wearedevelopers-live-you-don-t-need-javascript-modern-css-and-more) - [NoLoJS - Avoiding JavaScript Cruft with HTML and CSS - Aaron T. Grogg](https://www.wearedevelopers.com/videos/1806-nolojs-avoiding-javascript-cruft-with-html-and-css-aaron-t-grogg) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [Events like RSAC Get You CISOs. Developers Decide What Actually Gets Deployed.](https://www.wearedevelopers.com/magazine/693-events-like-rsac-get-you-cisos-developers-decide-what-actually-gets-deployed) - [Walking Into The Era of Supply Chain Risks](https://www.wearedevelopers.com/magazine/106-walking-into-the-era-of-supply-chain-risks)