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About the Role

Automox is seeking an Associate Technical Support Engineer to assist customers in troubleshooting and maximizing the value of their cloud-native endpoint management platform. This role supports customers across Windows, macOS, and Linux environments, diagnosing issues related to device management, patching, and automation. The position involves direct customer interaction and collaboration with internal teams to resolve technical challenges.

Responsibilities

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

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.
Must be able to pass a federal, state, county background check.
Complete a local in-person verification.
Not able to sponsor work visas at this time.

Skills

Endpoint management
Patch management
MDM
RMM
Vulnerability remediation
Device management tools
REST APIs
HTTP response codes
Headers
JSON
Postman
curl
Knowledge base article creation
Internal documentation
Customer-facing troubleshooting guides
Ticketing tools
Documentation tools
Collaboration tools
Zendesk
Salesforce
Jira
Confluence
Slack

Location

Remote

Work Type

Fully distributed
Remote

Experience Level

Associate

Salary/Compensations

$70,000—$75,000 USD

Benefits

Bonus
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

About the Company

Automox is the cloud-native IT operations platform for modern organizations.
Award-winning answer to modern IT operations and best-in-class results earned Automox four straight quarters of record growth.
Trusted by more than 2,500 leading companies and MSPs worldwide, including NASA, Yale, Xerox, Allbirds, and Unicef.
Makes it easy to keep every endpoint automatically configured, patched, and secured – anywhere in the world.
The future of IT Operations is cloud-native – and right now.

Equal Opportunity

We are committed to an inclusive and diverse company. Automox is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.