TierIII–TechnicalSupport&NetworkEngineer

Technical Support Engineer III About Us Todyl puts world-class networking and security within reach of every business. The Todyl Security Platform converges SASE, SIEM, Endpoint Security, GRC, MXDR, and more into a cloud-native, single-agent platform specifically built for MSPs, MSSPs, and Mid-Market IT Professionals. We are a fast-paced, dynamic start-up, passionate about simplifying complex networking and security for businesses of all sizes. About the Role Todyl is seeking a highly driven, deeply technical, and passionate Technical Support Engineer III. You will play a critical role in delivering technical support for our products and systems. You will be responsible for diagnosing, troubleshooting, and resolving technical issues that our customers and internal teams encounter. In this role, you will work closely with cross-functional teams, including engineering, product management, and quality assurance, to ensure timely resolutions and continuous product improvements. Responsibilities - Own complex support requests from triage through resolution, including customer communication, internal coordination, and follow-through. - Troubleshoot advanced networking, security, endpoint, and cloud issues across customer environments. - Assist customers and partners with platform usage, deployments, configuration conflicts, and product-related issues. - Serve as an escalation point for Tier 1 and Tier 2 engineers, helping guide investigation paths and resolution strategy. - Partner with Engineering, Product, QA, and other internal teams to identify root cause, validate fixes, and improve the customer experience. - Create, review, and improve internal and external documentation, including knowledge base articles, troubleshooting guides, and process notes. - Identify patterns in recurring issues and recommend improvements to product workflows, support processes, and customer-facing guidance. - Participate in an on-call rotation and provide timely support for urgent customer