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.

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.

Technical Support Engineer

Key skills