Associate Technical Support Engineer
New
A
AutomoxEndpoint Management
We are a fully distributed company of remote employees.Full-TimeEntry
Salary70,000 - 75,000 USD per year
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Job Details
- Experience
- 1–2+ years
- Required Skills
- BashLinuxNetworkingTroubleshootingTechnical support
Requirements
- 1–2+ years of experience in technical support, IT support, desktop support, systems administration, enterprise SaaS support, or a similar 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 explain findings.
- Basic understanding of networking concepts (DNS, routing, proxies, firewalls, ports, certificates).
- Basic understanding of endpoint security concepts (antivirus, EDR/EPP tools, allowlisting, SSL inspection).
- Comfort reading or adjusting simple scripts, especially PowerShell or Bash.
- Strong written and verbal communication skills.
- Ability to manage multiple support cases and maintain clear documentation.
- Must be able to pass a federal, state, county background check.
- Complete a local in-person verification.
Responsibilities
- 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.
- Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, and EDR/EPP tools.
- Gather complete escalation details for Engineering.
- 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.
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