Associate Technical Support Engineer

We are looking for an Associate Technical Support Engineer to help customers troubleshoot, understand, and get the most value from our cloud-native endpoint management platform.

In this role, you will support customers across Windows, macOS, and Linux environments by diagnosing issues related to device enrollment, agent communication, patch deployment, software installation, policy execution, and basic automation workflows. You will work directly with customers and internal teams to investigate technical issues, document findings, and ensure cases move toward clear resolution.

This is an early-career technical role for someone with experience in technical support, IT support, desktop support, systems administration, or SaaS operations. We do not expect expert-level knowledge across every operating system or technology area, but we do expect curiosity, structured troubleshooting, strong ownership, and clear customer communication.

You will have the opportunity to grow deeper in endpoint management, patching, scripting, logs, APIs, and enterprise SaaS support while partnering with Support, Customer Success, Product, and Engineering.

What You’ll Be Doing

• 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.

What You Bring to the Table

• 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.

Nice to have:

• Experience with endpoint management, patch management, MDM, RMM, vulnerability remediation, or device management tools.
• Familiarity with REST APIs, HTTP response codes, headers, JSON, Postman, curl, or similar tools.
• Experience escalating suspected software defects to Engineering with logs, reproduction steps, and business impact.
• Experience creating knowledge base articles, internal documentation, or customer-facing troubleshooting guides.
• Exposure to enterprise environments with proxies, VPNs, SSL inspection, firewalls, endpoint protection tools, or strict security policies.
• Experience supporting enterprise SaaS customers or working within SLA-driven support processes.
• Familiarity with ticketing, documentation, and collaboration tools such as Zendesk, Salesforce, Jira, Confluence, Slack, or similar platforms.
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