Technical Support Engineer

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $75k - $95k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Automox

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $110M Series C on 2021-04

SaaS • Security • Enterprise

Automox is a cloud-native platform that automates IT operations and endpoint management across Windows, macOS, and Linux systems. It provides automated security patching, configuration management, and vulnerability remediation to ensure devices are up-to-date and secure. The platform offers policy-driven endpoint management and the flexibility to automate tasks through its catalog of Automox Worklets™. Automox serves a diverse range of industries including government, education, and pharmaceuticals, and is trusted by IT leaders for its efficiency in managing and securing endpoints with a single, lightweight agent.

📋 Description

• 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.

🎯 Requirements

• 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, ownership, and clear communication. • A customer-first mindset, strong sense of accountability, and curiosity for solving technical problems in a fast-paced SaaS environment.

🏖️ Benefits

• Competitive Salary • Equity for Full-Time Employees • 401K Match • Flexible PTO, generous sick time policy • 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 • $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