Technical Support Engineer, Tier I

Action1

Technical Support Engineer providing remote customer support for Action1's endpoint management solutions. Engage with customers to resolve issues and enhance support processes in a collaborative team environment.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.
Exposure to patch management or endpoint management tools would be a plus.
Basic familiarity with system logs or tools like Windows Event Viewer would be a plus.
Exposure to Windows Server environments would be a plus.
Basic understanding of IT security principles would be a plus.
Ability to identify and troubleshoot failed patch installations would be a plus.
Familiarity with software deployment and configuration using install switches would be a plus.
Ability to review and interpret logs and event data would be a plus.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingtechnical supportPowerShellActive DirectoryGroup Policypatch managementendpoint managementsoftware installationIT security principleslog interpretation

Soft Skills

communicationproblem-solvingcustomer servicemotivation to learnefficiency improvementcustomer follow-upteam collaborationprocess refinementcustomer inquiry responseissue escalation