Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Interact with customers to offer technical support, troubleshoot issues, and provide guidance on best practices.

• Identify, replicate, and resolve problems related to agent connectivity, device registration, patch rollout, software installation, policy enforcement, scripting, operating system updates, and endpoint communication.

• Collect logs, confirm defects, and submit clear and actionable bug reports to the Engineering team.

• Work collaboratively across Engineering, Customer Success, Professional Services, and Product teams to address customer concerns, share technical knowledge, and enhance the overall customer experience.

• Deliver prompt, precise, and empathetic communication to customers.

• Develop and maintain knowledge base articles, internal troubleshooting guides, and documentation that enhance the quality of support and facilitate customer self-service.

• Keep up-to-date with Automox product features, operating system updates, endpoint management practices, security tools, and pertinent IT technologies.

• Participate in a rotating after-hours on-call schedule for urgent customer issues, adhering to defined escalation paths and severity classifications.

• Contribute to internal projects aimed at refining support workflows, diagnostic tools, documentation, escalation procedures, and overall team efficiency.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, IT operations, endpoint administration, systems administration, or SaaS support.

• Proficient understanding of Windows, macOS, and Linux endpoint environments, including OS updates, software installation, package management, permissions, logs, and common deployment failures.

• Capability to read, modify, execute, and troubleshoot scripts in PowerShell, Bash, or Python.

• Familiarity with REST APIs, OpenAPI/Swagger documentation, JSON payloads, and structured data.

• Basic knowledge of networking and endpoint security concepts, including proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting, and their implications on agent communication, script execution, and software deployment.

• Strong analytical and troubleshooting abilities, including isolating variables, interpreting logs, reproducing issues, identifying root causes, and communicating clear next steps.

• Excellent written and verbal communication skills, with the ability to convey technical issues clearly to both technical and non-technical audiences.

• Experience in managing urgent, complex, or sensitive customer situations with empathy, ownership, and effective communication.

• A customer-centric mindset, a strong sense of accountability, and a passion for solving technical challenges in a fast-paced SaaS environment.

🏝️ Benefits

• Competitive Salary

• Equity for Full-Time Employees

• 401K Match

• Flexible PTO and a generous sick time policy

• Comprehensive Health Plans with substantial employer contributions

• 100% Company-paid Short Term/Long Term Disability and Life Insurance

• Company HSA Contribution: $100-$200 per month based on tier

• $25 per month Lifestyle Spending Account

• Internet Reimbursement - $50/month

• $500 Home office stipend

• $10k Adoption Benefit

• Comprehensive Family Planning Covered on Meritian Medical Plan