Technical Support Engineer

What You’ll Be Doing

• Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance.
• Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation, policy execution, scripting, operating system updates, and endpoint communication.
• Gather logs, validate defects, and submit clear, actionable bug reports to Engineering.
• Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues, share technical insights, and improve the overall customer experience.
• Provide timely, accurate, and empathetic customer communication.
• Create and maintain knowledge base articles, internal troubleshooting runbooks, and documentation that improve support quality and customer self-service.
• Stay current on Automox product capabilities, operating system updates, endpoint management practices, security tools, and relevant IT technologies.
• Participate in a rotating after-hours on-call schedule for critical customer issues, with defined escalation paths and severity criteria.
• Contribute to internal initiatives that improve support workflows, diagnostic tooling, documentation, escalation processes, and team efficiency.

What You Bring to the Table

• 2+ years of experience in technical support, IT operations, endpoint administration, systems administration, or SaaS support.
• Working knowledge of Windows, macOS, and Linux endpoint environments, including operating system updates, software installation, package management, permissions, logs, and common deployment failures.
• Ability 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 understanding of networking and endpoint security concepts, including proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting, and how these controls can affect agent communication, script execution, and software deployment.
• Strong analytical troubleshooting skills, including the ability to isolate variables, interpret logs, reproduce issues, identify root cause, and communicate clear next steps.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Experience managing urgent, complex, or sensitive customer situations with empathy and professionalism.