Associate Technical Support Engineer

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🔥 0 minutes ago

⛰️ Colorado, Florida, +1 more states – Remote

⛰️ Colorado – Remote 🐊 Florida – Remote 🤠 Texas – Remote

💵 $70k - $75k / 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

• Own assigned customer support cases from initial investigation through resolution or escalation. • Troubleshoot issues involving device enrollment, endpoint agents, patch deployment, software installation, policy execution, and script behavior. • Review logs, endpoint configuration, network settings, permissions, and security controls to identify likely root causes. • Support customers across Windows, macOS, and Linux environments, with an emphasis on practical troubleshooting and clear next steps. • Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions. • Communicate clearly and empathetically with customers, tailoring technical detail based on the audience, urgency, and account context. • Gather complete escalation details for Engineering, including logs, reproduction steps, configuration details, customer impact, and severity. • Create and update internal and customer-facing knowledge base articles, troubleshooting guides, and support playbooks. • Partner with Support teammates, Customer Success, Product, and Engineering to improve workflows, reduce customer friction, and strengthen the support experience.

🎯 Requirements

• 1–2+ years of experience in technical support, IT support, desktop support, systems administration, enterprise SaaS support, or a similar technical customer-facing role. • Practical troubleshooting experience with at least one major operating system: Windows, macOS, or Linux. • Ability to review logs, follow evidence-based troubleshooting steps, and clearly explain findings. • Basic understanding of networking concepts such as DNS, routing, proxies, firewalls, ports, certificates, and connectivity testing. • Basic understanding of endpoint security concepts, including antivirus, EDR/EPP tools, allowlisting, SSL inspection, and how security controls can affect agent communication, script execution, or software deployment. • Comfort reading or adjusting simple scripts, especially PowerShell or Bash. • Strong written and verbal communication skills with a customer-first approach. • Ability to manage multiple support cases, prioritize based on urgency and impact, and maintain clear case documentation. • Curiosity, accountability, and a willingness to ask good questions, learn quickly, and improve support processes over time.

🏖️ 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