Senior Technical Support Engineer

Automox•Austin, FL

15h•Remote

About The Position

Are you ready to own something big? Automox is turning IT admins into IT heroes by replacing traditional tools with our award winning cloud-native endpoint management platform. Our product works autonomously and so do our teams. We value a ‘one team’ mentality where everyone’s unique skills contribute to an environment that encourages collaboration and ownership. At Automox you’re enabled to do your best work, grow your career, and have an impact that will be noticeable. WE ARE A_TOMOX… all that’s missing is U! We’re seeking a passionate Sr. Technical Support Engineer to join our Customer Experience team and ensure every interaction with Automox ends with a happy customer. As a Sr. Technical Support Engineer , you'll provide advanced technical expertise to resolve customer-reported issues, promote knowledge transfer, and act as a key liaison between Support and Engineering. You will enhance the customer experience by ensuring efficient troubleshooting and proactively identifying ways to optimize support processes. The ideal candidate is a technical expert with extensive experience in SaaS support environments, strong problem-solving skills, and a commitment to improving customer satisfaction and operational efficiency.

Requirements

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)

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.