ORDR is seeking a highly experienced Technical Support Engineer (6+ years) to support enterprise customers across networking, SaaS, security, and connected-device (IoT/IoMT/OT) environments.
In this role, you will own complex technical issues end-to-end, lead customer escalations, identify root causes using evidence (logs/metrics/packet captures), and partner closely with Engineering, Product, and Customer Success to deliver reliable outcomes and an excellent customer experience.
Key Skills for This Role
LinuxREST APIHTTPHTTPSSAMLOAuth
Full Job Posting
Responsibilities
Own complex customer issues from intake and triage through resolution and follow-up, including customer communication and documentation.
Lead high-impact customer escalations; drive coordination, updates, and restoration.
Troubleshoot enterprise networking and visibility issues including TCP/IP, DNS, DHCP, ARP, VLANs, routing/switching, SNMP, SPAN/TAP, and related packet/flow behavior.
Analyze logs, packet captures, system behavior, and API responses to determine root cause (expected vs. actual behavior).
Familiarity with Kafka, Cassandra, PostgreSQL, or distributed systems
Ticketing/support tools: ServiceNow, Jira, Zendesk, or similar
Ideal Candidate
You are a strong technical troubleshooter who can follow a problem from network traffic to application behavior, uses evidence rather than assumptions, takes ownership of customer outcomes, and can explain complex technical issues clearly, especially during escalations.
Benefits
WHY ORDR Work with cutting-edge security and visibility technology as part of a collaborative, remote-first team. We value curiosity, ownership, and continuous growth, investing in your professional development through training, mentorship, and peer collaboration. Be part of shaping customer experience and outcomes in a high-growth company addressing real-world enterprise challenges. Salary Range: $120,000 - $150,000 base. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.
About Ordr
Software & SaaS91 employeesFounded 2015
AI-powered device-security company protecting connected devices for healthcare, manufacturing, financial, and transportation organizations.
