Technical Support Engineer, L1
Technical Support Engineer, L1

Technical Support Engineer, L1

Full-Time 40000 - 48000 ÂŁ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Support customers by diagnosing and troubleshooting technical issues across various platforms.
  • Company: Twingate is revolutionising remote access solutions for businesses, backed by top investors.
  • Benefits: Enjoy 100% medical coverage, paid leave, wellness support, and a virtual-first work model.
  • Why this job: Join a dynamic team focused on customer success and continuous improvement in tech.
  • Qualifications: 1-2 years in technical support; familiarity with networking and cloud platforms is a plus.
  • Other info: We value potential over perfection; diverse backgrounds are encouraged to apply.

The predicted salary is between 40000 - 48000 ÂŁ per year.

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VP People & Customer Success [interim] at Twingate

Twingate is building a modern remote access solution that simplifies and improves the way businesses secure access to their cloud, SaaS, and on-prem resources. Twingate is backed by leading investors such as BOND, WndrCo, 8VC, Green Bay Ventures, SignalFire, and Dropbox founders Drew Houston and Arash Ferdowsi. Our investors share our belief that in a world where workforces are becoming increasingly distributed, it is critical to be able to effectively secure access to apps, data, and environments.

Our team puts customers first — from product design to post-deployment support. If you\’re energised by solving tough technical challenges, delivering delightful customer experiences, and working across a diverse technology stack, we\’d love to meet you.

Role

Are you the type of person who can\’t stop looking for a solution once a mystery has been put in front of you? Are you exceptionally curious, taking pleasure in learning new things, and putting that knowledge to work? Are you obsessed with the customer experience? If so, you\’ll love working with Twingate\’s technology and our customers.

Twingate is at the cutting edge of zero trust networking technology, which means that you\’ll get to work with a wide range of technologies, platforms, and customer scenarios. Our customers use Twingate with everything from on-prem services to ephemeral containers in public cloud environments. Every day is different, but the commonality is that our customers depend on us to get their work done every day, and you\’ll be a crucial part of that success story as you work with our customers, engineering, product management, and our customer-facing teams.

As a Level I Technical Support Engineer, you\’ll play a critical role in supporting customers ranging from nimble startups to global enterprises. You\’ll resolve Tier 1 and Tier 2 technical issues, contribute to internal knowledge sharing, and work cross-functionally to represent the voice of the customer. Your customer service skills will shine as you work with our customers to reach exceptional outcomes and provide an uncommonly delightful customer experience.

CANDIDATES MUST BE LOCATED IN THE UNITED KINGDOM

Responsibilities

  • Serve as the primary point of contact for inbound support requests via email, and portal, routing to the correct teams as required.
  • Diagnose and troubleshoot technical issues related to Twingate deployments across multiple environments (e.g., Windows, macOS, Linux, iOS, Android).
  • Collaborate with senior support engineers to resolve complex or sensitive cases.
  • Document findings, fixes, and known issues in our knowledge base.
  • Escalate product or infrastructure issues to Engineering with detailed reproduction steps and logs.
  • Provide feedback to Product, Engineering, and Docs teams to improve customer experience.

Qualifications

  • 1–2 years in a technical support, IT, or help desk role, ideally supporting infrastructure or security products.
  • Familiarity with TCP/IP networking fundamentals (DNS, VPN, firewalls, NAT).
  • Exposure to modern SaaS tools, cloud platforms (AWS, GCP, Azure), and identity providers (Okta, Google Workspace, Azure AD).
  • Strong written and verbal communication skills — you can explain technical concepts clearly and patiently.
  • Organised, curious, and eager to grow — you’re not afraid to say “I don’t know, but I’ll find out”.
  • Comfortable working in a fully remote environment with teammates across time zones.

Desired Skills

  • Prior experience supporting remote access or security tools (VPN, ZTNA, SASE, etc.).
  • Scripting knowledge (e.g., Bash, PowerShell, Python) to aid in troubleshooting.
  • Familiarity with logs, packet captures, and debugging tools.
  • Experience with ticketing and support platforms (e.g., Zendesk, Intercom, Jira).
  • Experience supporting mutliple platforms (macOS, Windows, Linux, iOS and Android).
  • Comfortable interacting with technical end users, IT admins, and non-technical stakeholders alike.

Not sure if you tick every box? That’s okay.

At Twingate, we care more about your potential, your perspective, and your enthusiasm for what we’re building than a perfect checklist match. We believe the best teams are made up of people from all kinds of backgrounds, with different experiences and ways of thinking.

So if you’re excited about our mission to provide exceptional customer experiences and make secure access simple, but you’re unsure if you’re the exact fit—reach out anyway. We’re here to solve big problems together, and great ideas can come from anywhere.

  • Virtual-first working model coupled with in-person events
  • Benefits – medical, dental and vision insurance – employees covered 100%
  • Basic Life, AD&D and disability insurance
  • Paid Holidays, Sick Leave, Paid Parental Leave, Maternity Leave
  • Retirement
  • Wellness – family and parenting support, remote physical therapy, mental health support, and more

What We Value

  • High Agency:We own the problem and don’t think in silos. “Not my job” is not an acceptable excuse if something is not working. Figure out what’s wrong and take initiative to solve the problem. Speak up. Company success is everyone’s job.
  • Deliver Customer Value:Company success follows customer success (not the other way around). Everything we do starts and ends with delivering value to our customers.
  • Continuous Improvement:Making small improvements consistently is preferred to aiming for big leaps. We embrace that we may not get it right the first time, so we learn by doing, making mistakes, and course correcting constantly. 1% better every day is how we accomplish great things over time.
  • Go Find Out:We seek a deeper understanding beyond the surface, and get our hands dirty with ground truth data (no matter the seniority). We know anecdotes can be more powerful than aggregate stats because they can reveal hidden truths. Always be learning.
  • Startup DNA:We operate at a higher clock speed and believe small committed teams can make the impossible possible. We embrace that great results only come with great effort, and we lift each other to achieve more than we could achieve alone.

Salary range: ÂŁ50,000 – ÂŁ60,000 a year

Seniority level

  • Seniority level

    Entry level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Information Technology

  • Industries

    Software Development

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Technical Support Engineer, L1 employer: Twingate

Twingate is an exceptional employer that prioritises employee growth and a collaborative work culture, making it an ideal place for aspiring Technical Support Engineers. With a virtual-first working model, comprehensive benefits including 100% medical coverage, and a commitment to continuous improvement, Twingate fosters an environment where curiosity and initiative are celebrated. Located in the UK, employees enjoy the flexibility of remote work while being part of a dynamic team dedicated to delivering outstanding customer experiences.
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Contact Detail:

Twingate Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Technical Support Engineer, L1

✨Tip Number 1

Familiarise yourself with Twingate's technology and the zero trust networking model. Understanding how their solutions work will not only help you in interviews but also demonstrate your genuine interest in the role.

✨Tip Number 2

Engage with current employees on platforms like LinkedIn. This can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.

✨Tip Number 3

Brush up on your troubleshooting skills across various operating systems, especially Windows, macOS, and Linux. Being able to discuss specific scenarios where you've resolved technical issues will set you apart.

✨Tip Number 4

Prepare to showcase your customer service skills. Think of examples where you've gone above and beyond for a customer, as this aligns with Twingate's focus on delivering exceptional customer experiences.

We think you need these skills to ace Technical Support Engineer, L1

Technical Troubleshooting
Customer Service Skills
Knowledge of TCP/IP Networking
Familiarity with SaaS Tools
Experience with Cloud Platforms (AWS, GCP, Azure)
Strong Written and Verbal Communication
Organisational Skills
Curiosity and Eagerness to Learn
Experience with Ticketing Systems (e.g., Zendesk, Jira)
Ability to Work Remotely Across Time Zones
Scripting Knowledge (Bash, PowerShell, Python)
Familiarity with Debugging Tools
Experience Supporting Multiple Operating Systems (Windows, macOS, Linux, iOS, Android)
Ability to Interact with Technical and Non-Technical Stakeholders

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in technical support, IT, or help desk roles. Emphasise any familiarity with TCP/IP networking fundamentals and modern SaaS tools, as these are crucial for the role.

Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for solving technical challenges and delivering exceptional customer experiences. Mention specific examples of how you've successfully resolved issues in previous roles.

Showcase Communication Skills: Since strong written and verbal communication skills are essential, ensure your application reflects your ability to explain technical concepts clearly. Use concise language and avoid jargon where possible.

Highlight Continuous Learning: Demonstrate your eagerness to grow and learn by mentioning any relevant courses, certifications, or self-study you've undertaken. This aligns with Twingate's value of continuous improvement and curiosity.

How to prepare for a job interview at Twingate

✨Understand the Company and Its Products

Before your interview, take some time to research Twingate and its zero trust networking technology. Familiarise yourself with their products and how they help businesses secure access to resources. This will show your genuine interest in the company and help you answer questions more effectively.

✨Demonstrate Your Problem-Solving Skills

As a Technical Support Engineer, you'll be expected to troubleshoot various technical issues. Prepare to discuss specific examples from your past experiences where you've successfully diagnosed and resolved problems. Highlight your curiosity and eagerness to learn new technologies.

✨Showcase Your Communication Skills

Strong written and verbal communication skills are crucial for this role. Practice explaining technical concepts in simple terms, as you may need to communicate with both technical and non-technical stakeholders. Be ready to demonstrate how you can convey complex information clearly.

✨Prepare for Technical Questions

Expect questions related to TCP/IP networking fundamentals, SaaS tools, and troubleshooting techniques. Brush up on your knowledge of these areas and be prepared to discuss any relevant experience you have. If you're unsure about something, don't hesitate to express your willingness to learn.

Technical Support Engineer, L1
Twingate
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