Technical Support Engineer for a SaaS company, resolving complex technical challenges and supporting clients with application issues, APIs, and databases. Collaborate across teams for efficient problem - solving in a hybrid role.
About the role
- Technical expert supporting MSP partners with DNS infrastructure and networking issues. Focused on troubleshooting, onboarding, and best practices in a hybrid role based in Atlanta.
Responsibilities
- Support MSP partners via phone, email, and ticketing — troubleshooting DNS, networking, and platform issues
- Onboard and configure partners on domain management, DNS services, and network connectivity
- Diagnose DNS resolution issues, API integrations, reverse proxy tunnels, and platform connectivity
- Serve as SME for Zero Trust Network Access (ZTNA) — secure remote connectivity, identity-aware policies, and multi-environment troubleshooting
- Provide best practices for firewalls, routing, and network segmentation
- Escalate complex issues to engineering and maintain knowledge base documentation
Requirements
- English (Highly Proficient Written & Verbal)
- Tier 2 Help Desk Technician
- MSP Support Engineer
- Network Support Specialist
- Preferred: MSP environment experience; DNS filtering, RMM, SIEM familiarity
- Preferred: Basic scripting (PowerShell, Python, or Bash)
- Preferred: CompTIA Network+, Security+, or Microsoft certifications
Benefits
- 401k w/ match
- Health, Dental, Vision - 100% covered!
- 20 days PTO + 1 week paid holiday closure
- 9 Paid Holidays
- Professional development reimbursement
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