Senior Technical Support Engineer
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Job Description
Serve as Senior Technical Support Engineer at Automox, focusing on customer satisfaction and collaboration with engineering. Contribute to a cloud-native endpoint management platform's success.
Responsibilities:
- Act as a key escalation resource for Support, owning internal and external communication and coordinating resolution for the most complex customer-reported issues efficiently.
- Work closely with Engineering & Product to troubleshoot issues, coordinate release readiness, provide customer insights, and drive improvements
- Optimize tools and processes to enhance customer interactions and streamline workflows.
- Train and mentor Technical Support Engineers, ensuring they have the knowledge and skills to handle increasingly complex cases.
- Develop documentation, best practices, and training to upskill the Support team, enabling troubleshooting and resolving issues faster.
- Represent the voice of the customer, providing feedback to Product and Engineering teams to enhance Automox’s features and overall customer experience.
Requirements:
- 3+ years of experience in technical support, escalation engineering, or a related role in a SaaS or IT environment.
- Expert knowledge and experience managing either macOS, Windows or Linux
- Aptitude to understand and write PowerShell and/or Bash code
- Experience working as an escalation resource, bridging the gap between Support and Engineering.
- Familiarity with support tooling such as Zendesk and knowledge management platforms.
- Excellent communication and mentorship skills, with a passion for enabling others to succeed.
- Self-starter with a proactive approach to problem-solving, innovation, and process improvement.
- Previous experience with SQL queries, API’s and/or configuration management tools (MECM / Jamf / Chef / Puppet / Ansible, or like toolsets)
Benefits:
- Competitive Salary
- Equity for Full-Time Employees
- 401K Match
- Flexible PTO, generous sick time policy
- $20 a month to connect virtually with colleagues
- 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
- $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
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