Technical Support Engineer

March 23

Automox

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All your endpoints. Always configured. Always secured. Cloud-native IT operations for modern organizations.

Device Management • Endpoint Management • Patch Management • Policy Management • Automated Patch Management

201 - 500

💰 $110M Series C on 2021-04

Description

• 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

Requirements

• 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 • 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 • Ability to read, write, execute, and troubleshoot SQL statements, Powershell, and Bash scripts (Python is a plus) • 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 • 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

Benefits

• Enabled to do your best work, grow your career, and have an impact that will be noticeable • Small projects as assigned • Provide after-hours on-call support for critical issues (rotational schedule)