Associate Technical Support Engineer (Eastern or Pacific Time)
Skills
- 2+ years in a technical-facing role troubleshooting a variety of technologies
- Troubleshooting experience with Windows, macOS, and Linux environments
- Networking fundamentals: TCP/IP, DNS, and packet analysis (e.g., Wireshark); SSL/TLS troubleshooting
- Familiarity with third-party security agents and EDR solutions
- Strong written and verbal communication skills for email and phone interactions
- Ability to prioritize, escalate appropriately, and manage customer expectations
- Customer-focused attitude with a bias for action and problem ownership
Responsibilities
- Triage incoming customer inquiries using established processes to identify, categorize, and resolve less complex issues
- Resolve technical issues across Windows, macOS, Linux, networking, and security agents
- Escalate and assign high-priority or complex tickets to appropriate internal teams with clear context
- Join and lead customer calls to gather information, reproduce issues, and walk through resolutions
- Provide clear, concise, and professional written and verbal communications while maintaining case hygiene
- Educate customers in ticket responses to improve product adoption and reduce repeat issues
- Collaborate with peers and cross-functional teams to drive timely resolution and continuous improvement
Education
- High school diploma or equivalent required
- Bachelor’s degree in Computer Science, IT, or related field preferred
Benefits
- Various health insurance plans
- Paid time off for vacation and sick leave
- Parental leave options
- Retirement savings plans
- Education reimbursement
- Hybrid/remote-friendly future of work options and in-office perks
- Equity/bonus and other total compensation components depending on role
Average salary estimate
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