{"id":186056,"url":"https://alion.io/job/ordr-technical-support-engineer-tse","title":"Technical Support Engineer (TSE)","company":{"id":58725,"name":"Ordr","domain":"ordr.net","url":"https://alion.io/company/ordr-net","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":120000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Linux","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"VMWare","optional":false},{"name":"Wireshark","optional":false},{"name":"Apache Kafka","optional":true},{"name":"Jira","optional":true},{"name":"PostgreSQL","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-08-31T00:00:00Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-17T16:37:18Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":47},"description":"About the Role\nORDR 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.\nIn 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.\nResponsibilities\nOwn complex customer issues from intake and triage through resolution and follow-up, including customer communication and documentation.\nLead high-impact customer escalations; drive coordination, updates, and restoration.\nTroubleshoot enterprise networking and visibility issues including TCP/IP, DNS, DHCP, ARP, VLANs, routing/switching, SNMP, SPAN/TAP, and related packet/flow behavior.\nAnalyze logs, packet captures, system behavior, and API responses to determine root cause (expected vs. actual behavior).\nTroubleshoot Linux-based appliances and enterprise infrastructure (services, permissions, resource utilization, networking, certificates).\nTroubleshoot SaaS, REST APIs, authentication (SAML/OAuth), certificates, and third-party integrations.\nReproduce customer issues and provide Engineering with clear evidence (steps to reproduce, logs/pcaps, timelines, environment details).\nCommunicate technical findings, customer impact, workarounds, and resolution plans clearly to both technical and non-technical stakeholders.\nCreate and maintain technical documentation / knowledge base articles and runbooks.\nMentor other engineers and continuously improve support processes to reduce repeat incidents and improve time-to-resolution.\nRequirements\n6+ years in Technical Support Engineering, Systems Engineering, Network Engineering, SRE, DevOps, or similar roles supporting production environments.\nStrong enterprise networking fundamentals and hands-on troubleshooting experience.\nStrong Linux troubleshooting and command-line skills.\nExperience troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth, and certificates.\nExperience with VMware vSphere / ESXi / vCenter (or equivalent virtualization technologies).\nHands-on experience with tools such as Wireshark, tcpdump, curl, Postman and strong log-analysis skills.\nProven track record handling production issues and high-severity escalations with urgency and ownership.\nExcellent written and verbal communication skills; able to produce clear technical updates and documentation.\nAbility to work independently while collaborating effectively across Engineering and Product.\nPreferred Experience\nIoT, IoMT, OT, network security, or network visibility domains\nEnterprise network management / monitoring platforms\nFamiliarity with Kafka, Cassandra, PostgreSQL, or distributed systems\nTicketing/support tools: ServiceNow, Jira, Zendesk, or similar\nIdeal Candidate\nYou 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.\nBenefits\nWHY ORDR\nWork with cutting-edge security and visibility technology as part of a collaborative, remote-first team.\nWe value curiosity, ownership, and continuous growth, investing in your professional development through training, mentorship, and peer collaboration.\nBe part of shaping customer experience and outcomes in a high-growth company addressing real-world enterprise challenges.\nSalary Range: $120,000 - $130,000 base. Our job titles span more than one career level. 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