Technical Support Engineer

OVERVIEW

At the heart of our work at Automox is a mission to make work easier for today’s IT teams.

We are looking for a Technical Support Engineer to join the Customer Experience Team and provide technical support to our customers and partners. Your primary responsibility as a Technical Support Engineer is to diagnose and troubleshoot software problems and help customers with product questions. Ultimately, our customers will rely on you to provide timely and accurate solutions to their technical problems. You will interact with Engineering, Customer Success, and Professional Services to ensure every customer has a positive experience with our solution.

WHAT YOU’LL BE DOING

• Engage with customers via the web or video sessions to provide assistance or solve technical problems
• Diagnose and troubleshoot technical issues
• Test issues to replicate, find workarounds, and/or verify solutions
• Validate occurrences of product defects and report them to the Engineering team
• Provide prompt and accurate feedback to customers aligned with our service level targets
• Document all customer interactions in Support tools
• Author detailed customer-facing knowledge base content
• Continuously learning about and supporting new features and/or technologies
• Provide after-hours on-call support for critical issues (rotational schedule)
• Small projects as assigned

SKILLS AND EXPERIENCE

• 2+ years of experience in Technical Support or as an IT practitioner
• Excellent problem-solving skills with the ability to quickly diagnose the root cause of a problem and identify an acceptable solution or workaround
• Ability to support Windows, Mac OS, and Linux devices, including understanding the package manager of each OS and how devices receive updates
• Ability to read, write, execute, and troubleshoot SQL statements
• Ability to read, write, execute, and troubleshoot Powershell, Bash, and/or Python scripts
• Ability to read, write, and understand API scripts (Rest and Swagger)
• Knowledge of anti-virus solutions and Endpoint Protection Platforms (EPP) and how they interact with scripts run on devices
• Basic understanding of proxy and firewalls
• Knowledge of configuration and use of one or more of the following: JAMF, WSUS, SCCM, and MDMs
• Ability to read JSON file
• Knowledge of how to troubleshoot update deployments for Windows, Mac, and/or Linux operating systems, including understanding the package manager for each OS and how devices receive updates
• The ability to effectively and clearly communicate technical and non-technical information both verbally and in written format
• Ability to write accurate, clear, and detailed customer-facing knowledge-base articles
• Ability to work independently with minimal direction
• Proven ability to manage difficult conversations with customers
• Experience in working with multi-divisional, multi-geographical customers
• A passion for technology, helping customers, problem-solving, and being a part of a fast-growing SaaS company
• Experience with AWS Iaas is desirable

COMPENSATION

$81,000 - $110,000

The base range above is part of a rich total compensation package that includes bonus, stock options and benefits. Actual earnings may be less or more depending on a candidate's direct experience, skills, industry knowledge, and location.

LOCATION

We are a fully distributed company with remote workers in concentrated areas across the United States.

Note: We currently don't hire in California or New York metro

TOTAL REWARDS: Thrive with Us

Beyond the Status Quo

🇺🇸 Work from anywhere in the USA

💵Competitive Salary

📈Equity for Full-Time Employees

🏦 401K Match

🏝Flexible PTO, generous sick time policy

👋🏽$20 a month to connect virtually with colleagues

Health & Wellness

🩺 Comprehensive Health Plans with generous employer contributions

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

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

🩺 Gender Affirmation Coverage

Happiness & Well-Being

🎁 $50 per month Lifestyle Spending Account

💻 Internet Reimbursement - $50/month

🗄 $750 Home office stipend

👨‍👧‍👦 $10k Adoption Benefit

🤰🏽Comprehensive Family Planning Covered on Meritian Medical Plan

We are committed to an inclusive and diverse company. Automox is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.

We are not able to sponsor work visas for this position at this time.

The salary range listed is the base pay range for this position. In addition, the total compensation package includes bonus, equity and benefits. Actual earnings may be less or more depending on a candidate's direct experience, skills, industry knowledge, and location.