Job Details

Technical Support Engineer (Central/East Coast)

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• Please specify your location, as this position requires working in the central/east coast time zone

Ordr is seeking a Technical Support Engineer (TSE) to support post-sales customer and partner inquiries regarding product configuration, performance, and resource alignment to ensure optimal product operation. Our TSEs collaborate with customers to maintain high satisfaction levels and improve areas needing attention. Candidates should be energetic, passionate, empathetic, and eager to make a meaningful impact on our customers and Ordr. Strong interpersonal and communication skills are essential for building relationships with colleagues, customers, and partners.

This role offers a unique opportunity to join an innovative startup in a rapidly growing market, contributing significantly to Ordr Securitys expansion. The position reports to the VP of Customer Success and is remote, based in the central/east coast U.S. time zones.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide troubleshooting, diagnosis, and fault isolation support for escalated technical issues.
• Develop, manage, and execute problem resolution plans, collaborating with engineering and QA teams to implement fixes.
• Manage multiple tasks efficiently.
• Coordinate with partners for problem isolation and resolution as needed.
• Review and contribute to technical documentation, including training materials, troubleshooting guides, and marketing collateral.
• Utilize diagnostic tools, aids, and lab equipment to resolve issues.
• Maintain high levels of customer engagement and satisfaction to foster loyalty.
• Collaborate with cross-functional teams to translate customer needs into new solutions.

EXPERIENCE & QUALIFICATIONS

• Minimum of 5 years in a customer-facing technical role.
• Proficiency with Linux, VMWare ESXi, and firewalls.
• Experience in B2B SaaS environments, with knowledge of security, remote access, and cloud technologies.
• Strong empathy and passion for customer success, with the ability to drive urgency.
• Expertise in networking, including switches and routers.
• Certifications such as CCNA, JNCIE or higher are preferred.
• Knowledge of 802.1x/NAC, cybersecurity, and vulnerability management.
• Excellent communication, interpersonal, and customer service skills, with the ability to explain technical concepts to non-technical audiences.
• Experience with Customer Success Management (CSM) and Customer Relationship Management (CRM) tools.
• Diplomatic and poised under pressure when resolving customer issues.

As an equal opportunity employer, we consider all qualified candidates legally authorized to work in the U.S., without sponsorship.

This job description is not exhaustive and may evolve over time.

Salary Range: $150,000 - $195,000. Actual compensation depends on factors including experience, skills, and location.