• Handle high volume of calls and emails, providing assistance for POS, IT, and Networking issues • Diagnose and troubleshoot issues for Point-of-Sale Systems • Troubleshoot networking issues, wired and wireless • Diagnose and troubleshoot Windows 11 Operating Systems • Keep customers informed of ticket progress • Improve customer service, perception, and satisfaction • Document internal processes and procedures related to duties and responsibilities • Interact with vendors to support hardware and software

Description About the Role As an Enterprise Support Engineer, you will be the primary technical authority for NinjaOne's largest global accounts, with a specialized focus on the intersection of RMM software and complex network infrastructure. This role requires a "Network-First" troubleshooting mindset-identifying whether a performance bottleneck stems from the application, the endpoint, or the underlying transport layer. We are looking for an experienced veteran who can navigate high-pressure network outages and configuration hurdles with the same precision they apply to endpoint management. This role will report into the Director of North American Support with close ties to the Enterprise Sales organization. Location - Hybrid in Austin, TX (in-office 2-3 days per week). What You'll be Doing Network Architecture & Troubleshooting - Infrastructure Analysis: Diagnose and resolve complex networking issues affecting RMM connectivity, including DNS resolution errors, TCP/IP stack corruption, DPI and SSL inspection configuration, and persistent VPN tunnel instability - Security & Firewall Management: Consult with enterprise IT teams to optimize firewall rules, NAT traversal, and proxy configurations to ensure seamless, secure communication between NinjaOne agents and the cloud controller. Exposure or familiarity with Fortinet, Palo Alto, Cisco as well as zero trust tools like Zscaler, Check Point, Cloudflare - VLAN & Segmented Environments: Support customers operating within highly regulated, air-gapped, or segmented VLAN environments, ensuring patch management and monitoring tools respect internal security boundaries - Packet-Level Analysis: Utilize tools like Wireshark or tcpdump to perform deep packet inspection, identifying latency sources or handshake failures in multi-site enterprise WANs - Diagnostics & Observability: Analyze system logs, telemetry, and monitoring data to identify systemic issues across large endpoint fleets - Enterprise SLA Management: Support customers operating under strict SLAs and ensure timely resolution and communication during high-impact incidents. Advanced Endpoint & Automation - Tier 3 Escalations: Serve as the final escalation point for critical issues involving Windows, macOS, and Linux endpoints across environments with 1,000+ nodes - Network-Aware Scripting: Develop PowerShell or Bash scripts that automate network diagnostic tasks, such as automated trace-routes, port-querying, and bandwidth throttling for remote software deployments Strategic Leadership - Network Advocacy: Act as the internal voice for network-related product improvements, working with Engineering to enhance the platform's performance across low-bandwidth or high-latency networks - Socratic Mentorship: Lead technical workshops for Tier 1 and 2 teams specifically focused on "The OSI Model in Support," teaching junior techs how to systematically isolate network vs. software faults - Root Cause Analysis: Conduct deep technical investigations and produce clear post-incident reports outlining root cause, mitigation, and long-term remediation - Knowledge Development: Create internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency. - Assist in complex troubleshooting outside of Enterprise-specific customers - Other duties as needed About You - You align with our values Curiosity, Integrity, Kindness, Humility, & Builders and are committed to creating an environment where these values flourish in our teams - Networking Expertise: 5+ years of experience managing or supporting enterprise-grade networking. You must be comfortable discussing BGP, OSPF, SD-WAN, and SSL/TLS certificate chains - Technical Breadth: 5+ years in Enterprise Technical Support or Systems Administration, supporting diverse hardware across global sites - Identity & Access: Deep knowledge of Radius, NPS, and identity-driven network access control (NAC) - Tools: Expert proficiency in network diagnostic suites and RMM tools (e.g., ConnectWise, Kaseya, N-able) - Education: Bachelor's degree in Computer Science, Network Engineering, or equivalent industry experience - Primary Certification: CCNP (Enterprise), JNCIS-ENT, Network+, or equivalent enterprise networking experience required - Secondary Certification: CWNA (Certified Wireless Network Administrator) or specialized Security certifications (CCNP Security/CISSP) strongly preferred - Prior experience with IDP, SMTP, MDM, ITSM - Experience supporting enterprise applications or internal platforms - Prior experience working in an enterprise or regulated environments - Familiarity with ticket-based support workflows - Familiarity with Unix/Linux command-line environments - Exposure to application configuration, customization, or administration - Strong ability to gather and translate business requirements into technical solutions About Us NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries . The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend . By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years . What You'll Love We are a collaborative, kind, and curious community. We honor your flexibility needs with full-time work that is hybrid remote. We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. We help you prepare for your financial future with our 401(k) plan. We prioritize your work-life balance with our unlimited PTO. We reward your work with opportunity for growth and advancement. Additional Information This position is NOT eligible for Visa sponsorship. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. #LI- PF 1 #Li-Hybrid #BI-Hybrid

• Serve as the "Single Point of Contact" for all technical inquiries, providing accelerated response times tailored to the customer’s specific network topology. • Lead Monthly and Quarterly Business Reviews (MBR/QBR) to report on incident trends, root cause analysis (RCA), and overall system health. • Advocate for customer feature requests within the Databolt product roadmap. • Manage the full lifecycle of self-hosted Data Plane instances, including zero-downtime upgrades and version parity management. • Proactively monitor local telemetry and performance metrics using Prometheus or similar tools. • Own the P1/P2 incident response process, driving rapid remediation within restricted environments. • Architect and simulate the customer’s internal Kubernetes/EKS environment. • Design and implement secure "manual sync" protocols for delivering dynamic code libraries and Docker images to air-gapped systems. • Collaborate with customer Data Architects to design custom Access Policies, RBAC groups, and Field Templates that align with internal governance.

• Providing user support for technical issues (remotely) • Monitoring systems and responding to requests • Basic database administration • Cooperating with the technical team and escalating more complex incidents