Technical Support Engineer Tier 2
About us:
Action1 is an autonomous endpoint management platform that is cloud-native, infinitely scalable, highly secure, and configurable in 5 minutes—it just works and is always free for the first 200 endpoints, with no functional limits. By pioneering autonomous OS and third-party patching - AEM’s foundational use case - through peer-to-peer patch distribution and real-time vulnerability assessment without needing a VPN, it eliminates costly, time-consuming routine labor, preempts ransomware and security risks, and protects the digital employee experience. Trusted by thousands of enterprises managing millions of endpoints globally, Action1 is certified for SOC 2 and ISO 27001.
The company is founder-led by industry veterans Alex Vovk and Mike Walters, American entrepreneurs who founded Netwrix, which has grown into a multi-billion-dollar industry-leading cybersecurity company.
Introduction: As we continue to grow, we’re looking for a technically skilled and customer-focused Technical Support Engineer Tier II to provide exceptional assistance to our customers.
This position requires a mix of deep technical expertise, problem-solving skills, and strong communication to address and resolve customer issues efficiently while maintaining high customer satisfaction.
Key responsibilities:
- Assist support engineers and customers in resolving complex technical cases.
- Provide best-practice recommendations for product setup and configuration.
- Participate in remote sessions with customers to address and resolve issues.
- Maintain and enhance the knowledge base by creating and updating technical documentation.
An ideal candidate will:
- Have strong expertise in PowerShell, including reading and writing scripts.
- Be proficient with WMI, .NET Framework, and COM.
- Be skilled in the following areas:
- Windows Registry: Understanding of key registry hives such as Local Machine, Current User, and Users.
- Windows Services: Clear understanding of services and the differences between Local Service, Network Service, and Local System.
- Windows Scheduled Tasks: Knowledge of key properties and how these differ from Windows Services.
- Event Log Management: Proficiency in exporting and importing event logs and building event chains based on log analysis.
- Network and Virtualization: Familiarity with Hyper-V and VMware.
- Have prior experience in technical support or customer service roles.
- Possess excellent problem-solving and communication skills, enabling collaboration with customers and internal teams, including R&D.
- Have solid experience troubleshooting software issues across diverse environments.
Would be a plus:
Experience in the following areas:
- Cryptographic Systems: Basics of public/private keys, certificates, and TLS/SSL.
- Active Directory: Understanding concepts such as Domain Forest, Users, Local/Domain/Universal Groups, Security/Distribution Groups.
- Windows Permission Model: Familiarity with SACL, DACL, ACE, and Owner concepts.
- Identity Providers: Working knowledge of Entra, Okta, Duo, or Google.
- Intune experience.
- macOS Administration:
- Shell/bash scripting (reading/writing scripts).
- Proficiency with commands like sudo, umask, defaults, installer, hdiutil, log show, etc.
- Familiarity with .pkg, .dmg, .app formats.
- Configuration and administration of System Management tools such as Gatekeeper, Daemons, launchd/launchctl, Firewall settings, FileVault, Keychain, and MDM.
- Windows Group Policy: Configuration and management expertise.
- Windows Servers: Familiarity with server management.
- Windows Security Model: Basic understanding of security protocols and features.
- Patch Management Solutions: Hands-on experience.
- Ability to analyze and interpret application and system logs.
What we offer:
- 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.
Average salary estimate
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At Action1, we are on the lookout for a talented Technical Support Engineer Tier 2 to join our dynamic team! If you have a flair for technology and love helping others, this role is a fantastic opportunity for you. In this position, you'll dive into complex technical issues, assisting both customers and support engineers with clear communication and expert problem-solving skills. Your day-to-day will include everything from providing best-practice advice on product setup to engaging in remote sessions with customers to tackle their challenges head-on. We pride ourselves on maintaining a robust knowledge base, so your knack for creating and updating technical documentation will truly shine. If you’re well-versed in PowerShell, WMI, and the intricacies of the Windows environment, you’ll feel right at home. Whether it’s understanding Windows Services or managing event logs, your technical expertise will be crucial in helping our customers succeed and ensuring high satisfaction levels. Plus, having experience with cryptographic systems or Active Directory will give you an extra edge. At Action1, we believe in continuous growth, so you'll have access to ongoing learning opportunities with cutting-edge technology. Enjoy a flexible working environment where you can balance professional challenges with your personal life. Join us, and let’s make a real difference together!
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