Support Engineer - Tier 1

NinjaOne; Deutschland; Hybrid; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A leading IT automation company is seeking a Support Engineer - Tier 1 to join their product Support Team. The successful candidate will provide exceptional customer service, manage support tickets, and collaborate with cross-functional teams to resolve product issues. Ideal applicants will have a Bachelor's degree in Computer Science, at least 2 years of relevant experience, and strong troubleshooting skills in Windows and Mac environments. This position offers a hybrid work model and a comprehensive benefits package.

Leistungen

Medical, dental, and vision insurance

401(k) plan

Unlimited PTO

Opportunities for growth and advancement

Qualifikationen

• At least 2 years’ experience in a customer service, product support related position.
• Previous experience with IT software is helpful but not required.
• Experience with Linux troubleshooting is not required but can be learned.

Aufgaben

• Collaborate with cross‑functional teams to resolve product issues.
• Create and deliver technology training to internal and external partners.
• Take initiative and provide prompt follow‑up to tickets and support calls.

Kenntnisse

Fluent in Windows troubleshooting

Strong oral and verbal communication skills

Strong interpersonal skills

Fluent in Mac troubleshooting

Previous experience with IT software

Experience with Zendesk or other ticketing systems

Understanding of virtualization platforms

Adaptable to new technologies and processes

Ausbildung

Bachelor's degree in Computer Science

Jobbeschreibung

Description

About the Role

As a NinjaOne Support Engineer - Tier 1, you will work alongside the industry‑leading product Support Team to provide transformative customer experiences. You will prioritize customer calls and email correspondence under the guidance of Support Leadership, while taking ownership of customer issues and utilizing resources provided to ensure high quality customer service interactions.

Location

- we are flexible on remote working from home, if you are located in the US and in FL or TX. We have physical offices in Austin, TX and Clearwater, FL

What You’ll Be Doing

• Collaborate with cross‑functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
• Create and deliver product or technology training to internal and external partner teams such as; frontline tech support reps, resellers, distributors, and more.
• Share knowledge of issues and corresponding resolutions or workarounds with partner teams such as the creation of new knowledge base articles.
• Work a set schedule, with rotating on‑call duties- 1 weekend every ~2 months with limited hours
• Take initiative and provide prompt, accurate follow‑up to tickets and support calls

About You

• A Bachelor's degree in Computer Science and/or equivalent work experience
• At least 2 years’ experience in a customer service, product support related position
• Previous experience with IT software helpful, but not required
• Fluent in Windows troubleshooting
• Fluent in Mac troubleshooting would make you a stand out candidate
• Experience with Linux troubleshooting, not required but you can learn
• Experience with Zendesk, or other ticketing systems
• Understanding of any virtualization platform, basic networking
• Strong oral and verbal communication skills
• Strong interpersonal skills so as to be able to work in a team‑oriented environment
• Adaptable to new technologies and processes
• Empathy, patience & a sense of humor- we work hard and have fun doing it!

About Us

NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 30,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.

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.