Associate Technical Support Engineer - Automox

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 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 custom