Technical Support Engineer, L1/L2

Nimbus Data Systems is building a modern remote access solution that simplifies and improves the way businesses secure access to their cloud, SaaS, and on-prem resources. Nimbus Data Systems 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. As part of our company culture, our belief in putting the customer first permeates our thinking in everything from our customer communications to the design process behind the product itself. If you take pride in creating experiences with the customer firmly at the center of the picture, we'd love to work with you. The Role If you like support work because every ticket is a small investigation, you'll enjoy this team. Nimbus Data Systems is a zero trust networking platform, which means the surface area you'll troubleshoot across is unusually broad — cloud, on-prem, containerized, Kubernetes, every major OS and identity provider. We take support seriously as a craft. You'll work closely with Engineering and Product, have real influence over documentation and product feedback, and see a wide range of customer architectures that would take years to encounter in most IT roles. As a Technical Support Engineer (L1/L2), you'll be the first and often primary point of contact for our customers, ranging from nimble startups to global enterprises. You'll own customer issues end-to-end — triaging inbound requests, diagnosing and resolving Tier 1 and Tier 2 technical problems, and partnering with senior engineers and Engineering to escalate the rest with the context they need to move fast. 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 States and authorized to work in the US. This role straddles US and UK business hours, so we're looking for candidates based on the US East Coast — or elsewhere in the US with a genuine willingness to work East Coast hours. Responsibilities Serve as the primary point of contact for inbound support requests via email, portal, and Slack (for customers who engage us that way), triaging and routing issues to the right teams. Diagnose and troubleshoot technical issues across Nimbus Data Systems deployments spanning Windows, macOS, Linux, iOS, and Android clients, as well as Connectors deployed in cloud, on-prem, container, and Kubernetes environments. Work through problems spanning networking (DNS, routing, NAT, firewalls), identity (Okta, Google Workspace, Entra ID / Azure AD, JumpCloud), and endpoint platforms — analyzing client and connector logs, packet captures, and configuration to find root cause. Reproduce customer issues in-house where needed to confirm behavior and accelerate resolution. Collaborate with senior Technical Support Engineers on complex or sensitive cases, and escalate product or infrastructure issues to Engineering with clear reproduction steps, logs, and impact summaries. Document findings, fixes, and known issues in our knowledge base and internal runbooks — and continually improve them. Represent the voice of the customer by providing structured feedback to Product, Engineering, and Docs teams to improve the overall customer experience. Partner with other customer-facing teams (Customer Success, Sales Engineering) on accounts that need coordinated support. Qualifications 1–3 years in a technical support, IT, or help desk role, ideally supporting infrastructure, networking, or security products. Solid foundation in TCP/IP networking (DNS, routing, NAT, firewalls) and a working understanding of VPN, ZTNA, or similar remote access technologies. Comfortable troubleshooting across macOS, Windows, and Linux — reading logs, tailing processes, and using standard CLI tools to narrow down an issue. Exposure to modern SaaS tools, at least one major cloud platform (AWS, GCP, or Azure), and common identity providers (Okta, Google Workspace, Entra ID). Strong written and verbal communication — you can explain technical concepts clearly and patiently, and you write tickets and docs that teammates genuinely want to read. Customer-obsessed: you take ownership of a problem, communicate proactively, and treat every interaction as an opportunity to build trust. 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, ZTA). Scripting knowledge (Bash, PowerShell, or Python) to accelerate troubleshooting and automate repetitive tasks. Hands-on with packet captures and analysis tools (Wireshark, tcpdump) and general network debugging. Familiarity with