Automox

• Process the end-to-end accounts receivable process ensuring timely and accurate invoicing across various transactions including new business, expansions, contract modifications, auto-renewals, multi-year agreements, and overages. • Execute proactive, customer-centric collections strategies to drive timely payments, maintain strong customer relationships, and achieve collections efficiency and cash collection targets through effective use of NetSuite and Tesorio. • Accurately apply and post incoming customer payments (ACH, wire, credit card, and Stripe) to the correct accounts, research and resolve unapplied cash, chargebacks, and short-pays in a timely manner. • Issue credit and debit memos, manage customer credit monitoring including holds and limits, and ensure adjustments are accurate and properly documented. • Analyze AR trends, aging reports, collections performance, and key metrics to provide actionable insights that improve cash flow, reduce risk, and support accounting leadership. • Support month-end and year-end close activities, including finalizing billing procedures, reconciling AR-related accounts, and ensuring the accuracy of accounts receivable balances and revenue-related transactions. • Leverage deep knowledge of NetSuite and SuiteBilling to execute billing operations, troubleshoot issues, support system enhancements, and drive process improvements. • Prepare audit schedules, account reconciliations, customer billing support, and other documentation requested by internal and external auditors. Assist with SOX controls, testing requests, and process documentation to support audit readiness and compliance. • Embrace AI tools and automation to streamline AR workflows, accelerate collections, improve forecasting, and continuously identify smarter ways to work in a fast-moving business. • Work cross-functionally with Sales, Customer Success, Account Managers, Sales Operations, and other teams to resolve billing discrepancies and improve customer satisfaction. • Thrive in a fully remote setting, demonstrating initiative, reliability, and accountability in meeting deadlines and achieving goals.

• Manage the macOS and Windows fleet end to end. • Write and maintain Bash and PowerShell Worklets in Automox to automate endpoint actions. • Provision, deprovision, and govern access across our identity provider and SaaS estate. • Administer access and IAM across our cloud accounts (AWS and Azure). • Design and deploy automations that integrate IT, identity, and SaaS systems. • Own the internal ticket queue and handle level 1 and escalated level 2 tickets. • Analyze current systems and processes, spot inefficiencies, and propose and ship the fixes.

• 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 customer friction, and strengthen the support experience.

• Lead Automox's Security and IT Operations functions. • Run both teams day to day, set and execute a 6-12 month roadmap, and report directly to the CTO. • Manage the IT and Security budget, assist with on-call, and lead incident response. • Turn security priorities into a concrete roadmap with clear milestones, owners, and metrics. • Own the GRC program, treating SOC 2 as an ongoing discipline rather than a periodic event. • Own the ProdSec program, partnering with Engineering and Product to embed security into the development lifecycle. • Lead incident response: runbooks, escalation paths, and post-incident reviews that improve response over time. • Set and execute the strategy for endpoints, identity, and SaaS at scale. • Oversee MDM, patch compliance via Automox, hardware lifecycle, and zero-touch provisioning across macOS and Windows. • Administer core SaaS across collaboration, source control, secrets management, and cloud, including ongoing license rationalization. • Automate repetitive work with AI coding tools and keep it documented, measured, and maintained. • Track KPIs across ticket responsiveness, patch and MDM coverage, access reviews, and IT spend, using them to drive improvement. • Develop engineers and helpdesk staff, with clear career paths and succession depth. • Build a culture of clarity, ownership, and psychological safety across both teams.

• Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance. • Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation, policy execution, scripting, operating system updates, and endpoint communication. • Gather logs, validate defects, and submit clear, actionable bug reports to Engineering. • Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues, share technical insights, and improve the overall customer experience. • Provide timely, accurate, and empathetic customer communication. • Create and maintain knowledge base articles, internal troubleshooting runbooks, and documentation that improve support quality and customer self-service. • Stay current on Automox product capabilities, operating system updates, endpoint management practices, security tools, and relevant IT technologies. • Participate in a rotating after-hours on-call schedule for critical customer issues, with defined escalation paths and severity criteria. • Contribute to internal initiatives that improve support workflows, diagnostic tooling, documentation, escalation processes, and team efficiency.

• Contribute to Automox’s continuing growth as an IT operations market leader. • Meet inbound prospects at their point of interest and build relationships. • Drive to achieve weekly, monthly, and quarterly meeting and opportunity goals. • Act as a trusted advisor, build value, and earn the confidence of every lead. • Collaborate with Account Executives to continuously improve velocity and quality. • Master our sales-tech, notably Salesforce, Outreach, and Nooks. • Work with an amazing team of passionate people. • Attend in person events to engage prospects, represent the company, and help generate new leads.

• Operate as a player-coach. Carry your own queue of endpoint, identity, and SaaS work alongside the team. • Own endpoint management end to end across macOS and Windows. Drive MDM enrollment, configuration, patch compliance through Automox, hardware lifecycle, and zero-touch provisioning. • Own identity and access in Okta. Lifecycle provisioning and deprovisioning, group design, MFA enrollment and recovery, and access reviews on the cadence Security requires. • Own SaaS administration across the company’s stack including Google Workspace, GitHub, 1Password, AWS account-level access, and the long tail of business SaaS. License rationalization is a continuous responsibility, not a yearly fire drill. • Mentor IT Engineers and Helpdesk through code review of scripts and Worklets, on-call coverage, and structured 1:1s. • Set and track team KPIs covering ticket responsiveness, patch and MDM coverage, access review completion, and IT spend efficiency. • Be a power user of Automox. File issues, request features, and serve as an internal feedback channel to Product and Engineering.

• Translates high-level departmental strategy into team-level goals, milestones, and execution plans. • Takes responsibility for the performance, reliability, and culture of the team. • Anticipates resourcing needs, skill gaps, and operational risks; escalates appropriately. • Drives continuous improvement across workflows, processes, and operational practices. • Ensures team deliverables are scoped clearly, prioritized effectively, and completed on time. • Manages workload, planning, sprint cycles, and backlog health. • Implements processes that improve quality and predictability of output. • Supports cross-functional coordination, ensuring stakeholders understand timelines and dependencies. • Removes roadblocks that impede team progress and ensures issues are escalated appropriately.

• Build proactive security automation aimed at decreasing manual remediation work. • Research new and novel ways to accomplish security work and publish your findings on our blog. • Participate in a monthly security on-call rotation for critical escalations. • Build security capabilities utilizing the attacker mindset and other adversary research.

• Own renewal and retention outcomes across a defined book of business • Build and convert expansion pipeline (upsell, cross-sell, and whitespace) • Lead early, proactive engagement on at-risk accounts — no last-minute saves • Drive adoption of multi-year agreements (MYAs) and long-term customer commitments • Position and sell Turnkey, Premium Support, and adjacent offerings to increase stickiness and value • Conduct executive-level business reviews tied to customer outcomes and ROI • Develop and execute account plans with clear growth and risk mitigation strategies • Maintain accurate forecasting and pipeline hygiene in Salesforce • Partner with CSMs, Support, and Product to remove blockers and deliver outcomes • Identify and act on customer signals (usage, sentiment, risk) to drive action early • Operate with weekly execution cadence at the account level (pipeline, risk, renewals)