[Remote] Technical Support Engineer Tier I - North Carolina

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Note: The job is a remote job and is open to candidates in USA. Action1 is an autonomous endpoint management platform trusted by thousands of organizations, including many Fortune 500 companies. They are seeking a Technical Support Engineer Tier I to provide efficient technical support, troubleshoot customer issues, and enhance the customer support process.


Responsibilities

  • Provide timely, efficient technical support with prompt responses to customer inquiries
  • Troubleshoot and resolve customer issues via phone and other communication channels
  • Follow up with customers post-troubleshooting to ensure full product functionality
  • Build and maintain an internal knowledge base with useful guides and solutions
  • Continuously refine and enhance the customer support process for better efficiency
  • Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams
  • Participate in customer meetings when needed to troubleshoot and resolve issues directly

Skills

  • Have a foundational understanding of Microsoft Windows operating systems
  • Show interest in troubleshooting software and resolving patching issues
  • Have basic exposure to PowerShell (e.g., reading or running simple scripts)
  • Be familiar with macOS and/or Linux environments
  • Understand basic software installation processes (installers, setup steps, configurations)
  • Have experience in customer service, helpdesk, or IT support roles
  • Demonstrate strong communication and problem-solving skills
  • Be motivated to learn and grow within a technical support role
  • Introductory knowledge of Active Directory or Group Policy
  • Exposure to patch management or endpoint management tools
  • Basic familiarity with system logs or tools like Windows Event Viewer
  • Exposure to Windows Server environments
  • Basic understanding of IT security principles
  • Ability to identify and troubleshoot failed patch installations
  • Familiarity with software deployment and configuration using install switches
  • Ability to review and interpret logs and event data

Benefits

  • Engaging challenges and opportunities to solve real-world problems.
  • Continuous professional growth and learning with cutting-edge technologies.
  • A stable income, flexible working hours, and opportunities for advancement.
  • A supportive and collaborative team of skilled professionals.
  • A remote-first culture, offering flexibility and work-life balance.

Company Overview

  • Autonomous endpoint management with a scalable and secure cloud-native platform configurable in 5 minutes, with no VPN needed It was founded in 2018, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is

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