Automox · 2 days ago
Senior Technical Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$105K/yr - $115K/yr
3+ years expAutomox is turning IT admins into IT heroes with their award-winning cloud-native endpoint management platform. They are seeking a Senior Technical Support Engineer to provide advanced technical expertise, ensure customer satisfaction, and enhance support processes.
Cloud InfrastructureCloud ManagementSoftware
No H1B
Responsibilities
Advanced Troubleshooting & Escalation Support: Act as a key escalation resource for Support, owning internal and external communication and coordinating resolution for the most complex customer-reported issues efficiently
Collaboration with Engineering & Product: Work closely with Engineering & Product to troubleshoot issues, coordinate release readiness, provide customer insights, and drive improvements
Process & Workflow Improvement: Optimize tools and processes to enhance customer interactions and streamline workflows
Mentorship: Train and mentor Technical Support Engineers, ensuring they have the knowledge and skills to handle increasingly complex cases
Knowledge Sharing & Enablement: Develop documentation, best practices, and training to upskill the Support team, enabling troubleshooting and resolving issues faster
Customer Advocacy: Represent the voice of the customer, providing feedback to Product and Engineering teams to enhance Automox’s features and overall customer experience
Qualification
Required
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
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
$50/month Internet Reimbursement
$750 Home office stipend
$10k Adoption Benefit
Comprehensive Family Planning Covered on Meritian Medical Plan
Company
Automox
Automox is the AI-powered IT automation platform for modern organizations
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$152.6MKey Investors
Insight PartnersKoch Disruptive TechnologiesTechOperators Venture Capital
2021-04-27Series C· $110M
2020-02-04Series B· $30M
2018-11-13Series A· $9.3M
Leadership Team
Ziad Fanous
Chief Financial Officer
Jason Kikta
Chief Information Security Officer/Senior Vice President of Product
Recent News
Company data provided by crunchbase