• 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.
