Associate Technical Support Engineer

Associate Technical Support Engineer

We are looking for an Associate Technical Support Engineer to help customers troubleshoot, understand, and get the most value from our cloud-native endpoint management platform.

In this role, you will support customers across Windows, macOS, and Linux environments by diagnosing issues related to device enrollment, agent communication, patch deployment, software installation, policy execution, and basic automation workflows. You will work directly with customers and internal teams to investigate technical issues, document findings, and ensure cases move toward clear resolution.

This is an early-career technical role for someone with experience in technical support, IT support, desktop support, systems administration, or SaaS operations.

What You'll Be Doing

• Own assigned customer support cases from initial investigation through resolution or escalation.
• Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, software installation, policy execution, and script behavior.
• Review logs, endpoint configuration, network settings, permissions, and security controls to identify likely root causes.
• Support customers across Windows, macOS, and Linux environments.
• Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions.
• Communicate clearly and empathetically with customers.
• Gather complete escalation details for Engineering.
• Create and update internal and customer-facing knowledge base articles.
• Partner with Support teammates, Customer Success, Product, and Engineering.

What You Bring to the Table

• 1–2+ years of experience in technical support, IT support, desktop support, systems administration, enterprise SaaS support, or a similar technical customer-facing role.
• Practical troubleshooting experience with at least one major operating system: Windows, macOS, or Linux.
• Ability to review logs, follow evidence-based troubleshooting steps, and clearly explain findings.
• Basic understanding of networking concepts such as DNS, routing, proxies, firewalls, ports, certificates, and connectivity testing.
• Basic understanding of endpoint security concepts.