Technical Support Engineer Tier I

Description

Who we are: 

[Employer hidden] is an autonomous endpoint management platform trusted by thousands of organizations, including many Fortune 500 companies. Cloud-native, infinitely scalable, highly secure, and configurable in 5 minutes—it just works and is always free for the first 200 endpoints, with no functional limits. By pioneering autonomous OS and third-party patching with peer-to-peer patch distribution and real-time vulnerability assessment without needing a VPN, it eliminates routine labor, preempts ransomware and security risks, and protects the digital employee experience. 

In 2025, [Employer hidden] was recognized by Inc. 5000 as the fastest-growing private software company in America. The company is founder-led by Alex Vovk and Mike Walters, American entrepreneurs who previously founded Netwrix, a multi-billion-dollar cybersecurity company.

Requirements

• 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. 

An ideal candidate will have:

• 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

Would be a plus: 

• 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.