Support Engineer (Tier 1)

If you’re passionate about solving technical issues and providing high-quality support to a diverse community of users, this is the role for you. We’re seeking a motivated Support Engineer (Tier 1) to join our growing team of support professionals. You will serve as the face of the company for a large portion of our community, handling a broad range of tickets that will help flex your technical muscles. As a Tier 1 engineer, you’ll be part of a distributed team focused on delivering excellent support and proactively solving friction by partnering with our broader CX team and Product/Eng. This role reports directly to the Support Team Lead and will play a key role in our journey. Key Responsibilities Act as the primary technical resource for our free user community, resolving a wide range of configuration and networking challenges to keep them unblocked. Manage a high-velocity ticket queue with a consistent focus on meeting targets for time to first response and time to resolution. Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance. Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues. Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience. What We Are Looking For Bring 1–4+ years of experience in a technical support or customer-facing role, with a track record of solving technical problems. Display a natural tinkerer’s mindset and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or open-source contributions. Demonstrate a foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing. Show proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile OS’s. Some familiarity with Jira and Slack to manage internal workflows and communicate effectively with the team and customers Exhibit excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity. Maintain a proactive approach to learning new technologies and staying current with evolving infra tools.