Associate Technical Support Engineer

Automox

Associate Technical Support Engineer at Automox supporting customers with cloud-native endpoint management platform. Troubleshooting across Windows, macOS, and Linux with strong customer communication skills.

Posted 6/9/2026full-timeRemote • Colorado, Florida, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 - $75,000 per yearWebsite

Tech Stack

Tools & technologies

DNSFirewallsLinuxMacOS

About the role

Key responsibilities & impact

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, with an emphasis on practical troubleshooting and clear next steps.
Help customers identify environmental blockers such as proxies, firewalls, SSL inspection, antivirus, EDR/EPP tools, allowlisting gaps, certificate issues, or permission restrictions.
Communicate clearly and empathetically with customers, tailoring technical detail based on the audience, urgency, and account context.
Gather complete escalation details for Engineering, including logs, reproduction steps, configuration details, customer impact, and severity.
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, reduce customer friction, and strengthen the support experience.

Requirements

What you’ll need

1–2+ years of experience in technical support, IT support, desktop support, systems administration, enterprise SaaS support, or a similar technical customer-facing 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 clearly explain findings.
Basic understanding of networking concepts such as DNS, routing, proxies, firewalls, ports, certificates, and connectivity testing.
Basic understanding of endpoint security concepts, including antivirus, EDR/EPP tools, allowlisting, SSL inspection, and how security controls can affect agent communication, script execution, or software deployment.
Comfort reading or adjusting simple scripts, especially PowerShell or Bash.
Strong written and verbal communication skills with a customer-first approach.
Ability to manage multiple support cases, prioritize based on urgency and impact, and maintain clear case documentation.
Curiosity, accountability, and a willingness to ask good questions, learn quickly, and improve support processes over time.

Benefits

Comp & perks

Competitive Salary
Equity for Full-Time Employees
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

troubleshootingWindowsmacOSLinuxnetworking conceptsDNSroutingPowerShellBashendpoint security

Soft Skills

communicationcustomer-first approachcuriosityaccountabilityproblem-solvingprioritizationdocumentationempathycollaborationadaptability