Technical Support Engineer, Tier I

🕒 July 10

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Action1

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

🔒 Cybersecurity

🏢 Enterprise

SaaS • Cybersecurity • Enterprise

Action1 is a cloud-native autonomous endpoint management platform that automates cross-OS (Windows, macOS) and third‑party application patching, vulnerability detection and remediation, and remote software deployment across distributed networks without requiring VPN or domain join. The platform provides continuous patch compliance and reporting (PCI, HIPAA, SOC 2, CIS, etc. ), MSP/MSSP-focused services, APIs and PowerShell automation, and real-time scalability for enterprise environments to reduce cyber risk and operational costs.

📋 Description

• Provide timely, efficient technical support with prompt responses to customer inquiries. • Troubleshoot and resolve customer issues via phone and other communication channels. • Follow up with customers post-troubleshooting to ensure full product functionality. • Build and maintain an internal knowledge base with useful guides and solutions. • Continuously refine and enhance the customer support process for better efficiency. • Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams. • Participate in customer meetings when needed to troubleshoot and resolve issues directly.

🎯 Requirements

• Have a foundational understanding of Microsoft Windows operating systems • Show interest in troubleshooting software and resolving patching issues • Have basic exposure to PowerShell (e.g., reading or running simple scripts) • Be familiar with macOS and/or Linux environments • Understand basic software installation processes (installers, setup steps, configurations) • Have experience in customer service, helpdesk, or IT support roles • Demonstrate strong communication and problem-solving skills • Be motivated to learn and grow within a technical support role • Introductory knowledge of Active Directory or Group Policy • Exposure to patch management or endpoint management tools • Basic familiarity with system logs or tools like Windows Event Viewer • Exposure to Windows Server environments • Basic understanding of IT security principles • Ability to identify and troubleshoot failed patch installations • Familiarity with software deployment and configuration using install switches • Ability to review and interpret logs and event data

🏖️ Benefits

• Engaging challenges and opportunities to solve real-world problems. • Continuous professional growth and learning with cutting-edge technologies. • A stable income, flexible working hours, and opportunities for advancement. • A supportive and collaborative team of skilled professionals. • A remote-first culture, offering flexibility and work-life balance.