Are you ready to own something big? Automox is turning IT admins into IT heroes by replacing traditional tools with our award winning cloud-native endpoint management platform. Our product works autonomously and so do our teams. We value a ‘one team’ mentality where everyone’s unique skills contribute to an environment that encourages collaboration and ownership. At Automox you’re enabled to do your best work, grow your career, and have an impact that will be noticeable. WE ARE A_TOMOX… all that’s missing is U!
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.
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.
Top Skills
What We Do
Automox is the IT automation platform for modern organizations. Groundbreaking AI-powered automation empowers IT professionals to prove vulnerabilities are fixed, slash cost and complexity, and win back hours in their days.
Automox makes it easy for IT to save time, reduce risk, and thoughtfully automate OS, third-party, and configuration updates on Windows, macOS, and Linux desktops, laptops, and servers. Join thousands of IT heroes automating confidence across millions of endpoints with Automox.
Why Work With Us
We are up to something extraordinary and seeking problem solvers, revolutionaries, and challengers to the status quo to join our team. If you are tired of traditional corporate work environments that put process over people, or simply looking to ply your craft in a way that impacts the company and customer - then Automox is the place for you.
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