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.

WHAT YOU'LL OWN & DRIVE

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.

WHAT YOU BRING TO THE TABLE

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)

The salary range listed is the base pay range for this position. In addition, the total compensation package includes bonus, equity and benefits. Actual earnings may be less or more depending on a candidate's direct experience, skills, industry knowledge, and location.

Compensation

$105,000—$115,000 USD

LOCATION

We are a fully distributed company of remote employees.

***Note: We currently don't hire in California or New York metro***

ABOUT AUTOMOX

Automox is the cloud-native IT operations platform for modern organizations. Our award-winning answer to modern IT operations and best-in-class results earned Automox four straight quarters of record growth. We are now trusted by more than 2,500 leading companies and MSPs worldwide, including NASA, Yale, Xerox, Allbirds, and Unicef. It 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. Will you join us?

EMPLOYMENT AT AUTOMOX

✅ Must be able to pass a federal, state, county background check
✅ Complete a local in-person verification

TOTAL REWARDS: Thrive with Us

💵Competitive Salary

📈Equity for Full-Time Employees

🏦 401K Match

🏝Flexible PTO, generous sick time policy

Health & Wellness

🩺 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

Happiness & Well-Being

🎁 $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

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.

We are not able to sponsor work visas at this time.

Automox

Open Positions (1)

Senior Technical Support Engineer