Technical Support Engineer Tier I

Who we are: Action1 is an autonomous endpoint management platform trusted by thousands of organizations, including many Fortune 500 companies. 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 with peer-to-peer patch distribution and real-time vulnerability assessment without needing a VPN, it eliminates routine labor, preempts ransomware and security risks, and protects the digital employee experience. In 2025, Action1 was recognized by Inc. 5000 as the fastest-growing private software company in America. The company is founder-led by Alex Vovk and Mike Walters, American entrepreneurs who previously founded Netwrix, a multi-billion-dollar cybersecurity company. 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. An ideal candidate will have: - 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 Would be a plus: - 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.