Technical Support Engineer

Automox

Technical Support Engineer role focused on diagnosing and troubleshooting software management issues for Automox customers. Collaborating with cross-functional teams to enhance the customer experience.

Posted 5/28/2026full-timeRemote • Colorado, Florida, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $75,000 - $95,000 per yearWebsite

Tech Stack

Tools & technologies

FirewallsLinuxMacOSPython

About the role

Key responsibilities & impact

Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance.
Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation, policy execution, scripting, operating system updates, and endpoint communication.
Gather logs, validate defects, and submit clear, actionable bug reports to Engineering.
Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues, share technical insights, and improve the overall customer experience.
Provide timely, accurate, and empathetic customer communication.
Create and maintain knowledge base articles, internal troubleshooting runbooks, and documentation that improve support quality and customer self-service.
Stay current on Automox product capabilities, operating system updates, endpoint management practices, security tools, and relevant IT technologies.
Participate in a rotating after-hours on-call schedule for critical customer issues, with defined escalation paths and severity criteria.
Contribute to internal initiatives that improve support workflows, diagnostic tooling, documentation, escalation processes, and team efficiency.

Requirements

What you’ll need

2+ years of experience in technical support, IT operations, endpoint administration, systems administration, or SaaS support.
Working knowledge of Windows, macOS, and Linux endpoint environments, including operating system updates, software installation, package management, permissions, logs, and common deployment failures.
Ability to read, modify, execute, and troubleshoot scripts in PowerShell, Bash, or Python.
Familiarity with REST APIs, OpenAPI/Swagger documentation, JSON payloads, and structured data.
Basic understanding of networking and endpoint security concepts, including proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting, and how these controls can affect agent communication, script execution, and software deployment.
Strong analytical troubleshooting skills, including the ability to isolate variables, interpret logs, reproduce issues, identify root cause, and communicate clear next steps.
Strong written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
Experience managing urgent, complex, or sensitive customer situations with empathy, ownership, and clear communication.
A customer-first mindset, strong sense of accountability, and curiosity for solving technical problems in a fast-paced SaaS environment.

Benefits

Comp & perks

Competitive Salary
401K Match
Flexible PTO, generous sick time policy
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
$25 per month Lifestyle Spending Account
Internet Reimbursement - $50/month
$500 Home office stipend
$10k Adoption Benefit
Comprehensive Family Planning Covered on Meritian Medical Plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportIT operationsendpoint administrationsystems administrationSaaS supportWindowsmacOSLinuxPowerShellBash

Soft Skills

analytical troubleshootingwritten communicationverbal communicationcustomer-first mindsetempathyownershipcuriosityproblem-solvingcollaborationcross-functional teamwork