Technical Support Engineer - Tier III

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-impacting issues.
• Model strong case ownership, clear communication, and a high standard of technical professionalism.

Requirements

• 4+ years of experience in product support, technical support engineering, systems administration, network administration, security operations, or a related technical role.
• Strong troubleshooting skills with the ability to isolate issues, validate assumptions, and drive resolution across complex environments.
• Experience with RMM and PSA tools commonly used by MSPs, MSSPs, or IT service providers.
• Hands-on experience configuring and troubleshooting hardware firewalls, VPNs, routing, DNS, DHCP, NAT, and related network services.
• Experience with Microsoft 365, Azure, Entra ID, Windows Server, Active Directory, and domain-based environments.
• Working knowledge of endpoint, network security, and cloud security concepts.
• Familiarity with Windows, macOS, and Linux troubleshooting.
• Ability to communicate technical concepts clearly to customers, partners, and internal stakeholders with different levels of technical depth.
• Ability to manage multiple priorities in a fast-paced environment while maintaining strong ownership and follow-through.
• CompTIA Security+, Network+, or equivalent certification, knowledge, or practical experience.

Preferred Qualifications

• Experience supporting cybersecurity platforms, SASE, SIEM, EDR, MXDR, or managed security services.
• Prior experience working with MSP or MSSP partners.
• Experience mentoring junior engineers, leading technical investigations, or improving team processes.
• Comfortable reading logs, interpreting alerts, and translating technical findings into customer-ready updates.

What Success Looks Like

• Customers receive clear, confident guidance on complex technical issues.
• Escalations are well-documented, actionable, and moved forward with urgency.
• Tier 1 and Tier 2 engineers are supported through coaching, documentation, and technical guidance.
• Recurring issues are surfaced with context, helping Product and Engineering improve the platform.

Benefits & Perks

At Todyl, we believe in investing in our people and creating an environment where employees can thrive both personally and professionally. We offer a comprehensive benefits package designed to support well-being, flexibility, and long-term career growth.

Our benefits include:

• Equity Ownership: Opportunity to share in Todyl's growth and success through our employee equity program. We believe in giving our team a meaningful stake in the company we're building together.

• Health & Wellness: Comprehensive medical, dental, and vision insurance options to support you and your family.

• Unlimited PTO: Flexible, unlimited paid time off to recharge, prioritize personal well-being, and maintain a healthy work-life balance.

• Retirement Savings: 401(k) plan to help you invest in your financial future.

• Paid Parental Leave: Dedicated paid leave to support employees as they grow their families.

• Hybrid Work Environment: A collaborative hybrid work model with offices in Denver's LoDo neighborhood, Midtown Atlanta, and Augusta, GA, balancing in-person collaboration with flexibility 

• Commuter Benefits: Parking and public transportation benefits to help make your commute easier and more convenient.

• Professional Growth & Development: Opportunities to expand your skills, take on new challenges, and grow your career alongside a rapidly evolving cybersecurity company.

At Todyl, you'll have the opportunity to make a real impact, take ownership of meaningful work, and share in the success of what we're building together.

The anticipated base salary range for this position is $100,000-130,000 annually, with final compensation determined based on experience, skills, qualifications, and other job-related factors.