Technical Support Engineer (India) (Hybrid)

📍 Job Overview

• Job Title: Technical Support Engineer (India) (Hybrid)
• Company: Ordr, Inc.
• Location: Santa Clara, California, United States
• Job Type: Hybrid
• Category: Technical Support Engineer
• Date Posted: 2025-06-11

🚀 Role Summary

• Key Responsibilities: Support customers and partners on product configuration, performance, and troubleshooting. Diagnose, isolate, and resolve technical issues while coordinating fixes with Engineering and QA teams. Maintain high levels of customer satisfaction and engagement.
• Key Skills: Technical Support, Customer Success, B2B SaaS, Network Concepts, Security Concepts, Switches, Routers, Networking Fundamentals, Linux, VMware ESXi, Firewalls, 802.1x/NAC, Vulnerability Management, Cybersecurity Best Practices, Empathetic Communication, Multi-tasking.

💻 Primary Responsibilities

• Customer Support: Handle post-sales technical inquiries, troubleshoot complex issues, and ensure customers get the most value from Ordr's products.
• Issue Resolution: Diagnose, isolate, and resolve technical issues using diagnostic tools, scripts, and lab environments. Coordinate fixes with Engineering and QA teams.
• Documentation and Knowledge Base: Contribute to technical documentation, knowledge base, and troubleshooting guides to improve customer self-service and internal support efficiency.
• Collaboration: Collaborate with cross-functional teams to deliver the best customer experience possible. Serve as the voice of the customer internally by sharing insights and feedback.
• Customer Satisfaction: Maintain high levels of customer satisfaction and engagement through effective communication and issue resolution.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree in Computer Science, Engineering, or a related field.

Experience: 5+ years of experience in a technical support or customer-facing engineering role, with a strong background in B2B SaaS and networking.

Required Skills:

• Proven experience in technical support or customer-facing engineering roles.
• Strong knowledge of network and security concepts, with a focus on switches, routers, and networking fundamentals.
• Familiarity with Linux, VMware ESXi, and firewalls.
• Experience with 802.1x/NAC, vulnerability management, and cybersecurity best practices.
• Empathetic communicator with a passion for customer success and the ability to manage multiple issues in a fast-paced environment.
• Preferred certifications: CCNA, JNCIE, or higher.

Preferred Skills:

• Experience with Ordr's products or similar cybersecurity solutions.
• Familiarity with enterprise network environments and large-scale deployments.
• Knowledge of scripting languages (e.g., Python, Bash) for automation and issue resolution.

📊 Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured portfolio showcasing previous technical support or customer-facing engineering projects.
• Case studies demonstrating problem-solving skills, issue resolution, and customer success strategies.
• Examples of technical documentation, knowledge base articles, or troubleshooting guides created for previous employers or personal projects.

Technical Documentation:

• Detailed documentation of code quality, commenting, and documentation standards used in previous projects.
• Version control, deployment processes, and server configuration management experience.
• Testing methodologies, performance metrics, and optimization techniques employed in previous roles.

💵 Compensation & Benefits

Salary Range: The salary range for this role is competitive and commensurate with experience and industry standards for technical support engineers in the United States. The estimated salary range is $80,000 - $120,000 USD per year.

Benefits:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Flexible work arrangements, including remote work options.
• Generous paid time off, including vacation, sick leave, and company holidays.
• Employee stock options and equity compensation plans.
• Professional development opportunities, including training, certifications, and conference attendance.
• A dynamic and collaborative work environment with a global team.

Working Hours: This role follows a standard 40-hour workweek with flexible hours and the option to work remotely. Maintenance windows and project deadlines may require occasional evening or weekend work.

🎯 Team & Company Context

🏢 Company Culture

Industry: Ordr operates in the cybersecurity industry, focusing on network visibility and security solutions for enterprise customers.

Company Size: As a startup, Ordr offers a fast-paced and agile work environment with ample opportunities for growth and innovation.

Founded: Ordr was founded in 2015, with a mission to revolutionize enterprise network security through continuous innovation and customer success.

Team Structure:

• The Technical Support team works closely with Engineering, QA, and Product teams to ensure customer success and product improvement.
• The team is structured to provide specialized support for specific customer segments and product areas.

Development Methodology:

• Ordr follows Agile development methodologies, with a focus on continuous integration, continuous delivery, and customer feedback integration.
• The team uses JIRA for project management and collaboration, with a focus on efficient issue tracking and resolution.

Company Website: www.ordr.net

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for experienced technical support engineers looking to advance their careers in a dynamic and growing startup environment. The role offers opportunities for professional growth, leadership development, and technical specialization.

Reporting Structure: The Technical Support Engineer reports directly to the Head of Customer Success or a similar role, depending on the organization's structure.

Technical Impact: The Technical Support Engineer plays a crucial role in ensuring customer success and driving product improvements by providing valuable insights and feedback to the Engineering and Product teams.

Growth Opportunities:

• Technical Specialization: Develop expertise in specific customer segments, product areas, or emerging technologies to become a subject matter expert and drive customer success.
• Technical Leadership: Demonstrate strong technical leadership skills and mentor junior team members to advance to a senior technical support or team lead role.
• Product Management: Transition to a product management role by leveraging technical expertise and customer insights to influence product development and roadmap decisions.

🌐 Work Environment

Office Type: Ordr's headquarters is located in Santa Clara, California, with remote work options available for this role.

Office Location(s): The primary office is in Santa Clara, California, with additional offices in other major cities worldwide. Remote work options are available for this role.

Workspace Context:

• Collaboration: Work closely with cross-functional teams, including Engineering, QA, and Product, to deliver exceptional customer experiences and drive product improvements.
• Development Tools: Utilize a range of tools, including diagnostic tools, scripts, and lab environments, to diagnose and resolve technical issues efficiently.
• Work Schedule: This role follows a standard 40-hour workweek with flexible hours and the option to work remotely. Maintenance windows and project deadlines may require occasional evening or weekend work.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills and cultural fit.
2. Technical Assessment: A hands-on technical assessment to evaluate problem-solving skills, issue resolution, and customer support capabilities.
3. Behavioral Interview: A structured interview to assess soft skills, customer focus, and cultural fit.
4. Final Evaluation: A final interview with senior leadership to discuss the candidate's fit for the role and the company.

Portfolio Review Tips:

• Highlight specific customer support projects, issue resolution strategies, and customer success stories.
• Include examples of technical documentation, knowledge base articles, or troubleshooting guides created for previous employers or personal projects.
• Emphasize problem-solving skills, customer focus, and the ability to manage multiple issues in a fast-paced environment.

Technical Challenge Preparation:

• Brush up on networking fundamentals, including switches, routers, and network protocols.
• Familiarize yourself with Ordr's products and their unique features and benefits.
• Prepare for hands-on technical assessments focused on issue resolution, customer support, and product configuration.

📌 Application Steps

To apply for this technical support engineer position at Ordr:

1. Customize Your Resume: Tailor your resume to highlight relevant technical support, customer success, and networking experience.
2. Prepare Your Portfolio: Curate a portfolio showcasing previous technical support projects, issue resolution strategies, and customer success stories.
3. Research Ordr: Familiarize yourself with Ordr's products, company culture, and the cybersecurity industry to demonstrate a strong understanding of the role and the company.
4. Prepare for Interviews: Practice common interview questions and prepare for hands-on technical assessments focused on issue resolution, customer support, and product configuration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Ordr before making application decisions.