Technical Support Engineer (Remote) at Automox

| Remote
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Founded in 2015, Automox is coming off its fourth quarter of record growth that has seen its platform become the most recommended solution in endpoint security and the preferred endpoint management solution for over 1,500 customers across 30 countries. With an increasing number of operating systems, servers, hardware, and applications that need to be maintained, updated, configured, and patched on a regular basis, IT ops teams are feeling fatigued and vulnerable. Automox is building a company and team to tackle this problem for millions of endpoints.

OVERVIEW

You are a customer service fanatic who enjoys the challenge of ensuring the success and delight of customers when using Automox’s products. You boast 3-6 years’ experience in a technical, customer-facing position supporting technically minded individuals, and you’re proud of your logical approach to problem solving coupled with fantastic written and verbal communication skills. You have a passion for learning new technologies and understanding how to utilize them in a high-paced, customer-facing environment.

THE FUN STUFF

  • Provide technical support and issue resolution to our customers through ongoing issue triaging via email or remote web session.
  • Reproduce customer issues in-house to quickly and efficiently resolve the issue.
  • Escalate issues to Engineering in a timely manner for resolution.
  • Work with our Customer Experience Team, Product and Engineering to ensure the success of our new customers as they transition into the day to day use of our product
  • Research and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users.

WHAT YOU BRING TO THE TABLE

  • Previous work experience in supporting a highly technical back end focused product with experienced IT Ops and Security teams 
  • Core aptitude in Windows, MacOS or Linux Operating System. Familiarity with all is a plus, intermediate skill level in one a must
  • Knowledge and experience working with SQL queries
  • Previous experience with configuration management tools. (SCCM / Chef / JAMF / Puppet, Ansible)
  • Experience writing scripts in any of the following languages (Powershell, Bash, Python)
  • Customer on-boarding and off-boardingInterest in learning new technologies and languages such as PHP, GoLang, etc 
  • Willing to work early EST or Late PST hours to increase Automox Support coverage

WHY AUTOMOX  We are on a mission to enable every IT Admin to automate the fundamental tasks that keep their corporation secure. This mission can only be accomplished with a culture embodies entrepreneurialism, accountability and providing our employees with the clear direction and freedom to do their best work. We don’t measure excellence based on how but on the what. Each employee has a value and contribution to the success of Automox. We look forward to working with you and seeing the success you will bring on our journey.  

LOCATION

Remote : Anywhere in the US. The world is changing so are we. Automox has moved to a fully distributed company and is open to hiring across the US. 

We are committed to an inclusive and diverse Automox. 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. 

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • InDesignDesign
    • JIRAManagement
    • TrelloManagement

An Insider's view of Automox

How does your team reward individual success?

Individual success is rewarded through a variety of methods at Automox to allow for recognition tailored to an individuals preference. My team likes to use a kudo's slack channel, recognition in a 1:1, handwritten appreciation notes as well as quantifying the impact in an all-hands company meeting.

Kelly Lanter

Senior Account Manager

What kinds of technical challenges do you and your team face?

Automox is trusted by 1000’s of companies around the world to keep them secure. We must remain highly available while managing complex data at scale. Our customers rely on us to keep their systems patched and provide the visibility necessary to make critical decisions. Raising the world's security confidence isn't trivial, but it is our passion.

Tom Distler

Senior Software Engineer

What makes someone successful on your team?

Automox focus on team communication, and goals and results. We have high performing team and good team harmony. Each one contributes and supports each others . If you have ideas and want to make differences, you will get full support from the leadership and team members. We also have a lot fun activities which help to build a solid team.

Bo Wang

Senior Software Development Engineer in Test

What projects are you most excited about?

We've got an ambitious list of customer improvements on the horizon, one being a full rewrite of our app in Vue.js which will phase out our legacy framework. This meticulous process has forced decisions around which areas of the UI can also improve and is a big endeavor that will reduce both developer and customer friction in really rewarding ways!

Kara Loo

Software Engineer

What are Automox Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Daily sync
Open door policy
Pair programming
Diversity
Diversity manifesto
Hiring Practices that Promote Diversity
Being a fully remote company means we're able to attract a diverse talent from all over the US.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
We give every employee $300 a year to use towards their personal wellness needs. This stipend is flexible. Need running shoes? Pay for a ski pass? Down payment on a Peloton?
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
50% of everyone's annual bonus is based on individual performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
At Automox we believe work doesn't need to happen 8am-5pm. We support an asynchronous work environment where you work when and where it works best for you.
Remote Work Program
Automox is embracing a distributed culture. We are looking for the best people not the closest and believe work can be done anywhere.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Some Meals Provided
Lunch is on us! We organize monthly virtual lunch groups so people can get to know teammates from across the country.
Home Office Stipend for Remote Employees
Employees are able to submit reimbursements up to $750 to create their home office. Every employee will receive $50 mo to cover additional charges for the internet.
Professional Development Benefits
Promote from within

Additional Perks + Benefits

At Automox our biggest perk is TIME. Time that you can spend with your family, friends, and community. Having flexibility to do your work and meet the other commitments in your life to be a happy healthy employee is our greatest perk. We support this through flexible PTO, flexible work schedules, and a remote first culture.

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