- Customer Support Engineer

Fleet; Fleet; On-site; USD 48,000 - 480,000; Full time

Job summary

Fleet, a pioneering device management startup, seeks an IT support specialist to bolster customer success and technical support efforts. You will train alongside customer support and engineering teams to enhance user experience and resolve complex technical issues. The ideal candidate has 2-3 years of experience with device management solutions, effective communication skills, and a customer-centered approach.

Qualifications

• 2-3 years supporting Windows, Linux, or MacOS devices.
• Experience in device management solutions such as Fleet or Intune.
• Familiarity with AWS, SQL, Redis, Terraform, and osquery is a plus.

Responsibilities

• Train with customer support and engineering teams.
• Deploy Fleet independently to understand customer experience.
• Collaborate with customer success to address support issues.

Skills

Problem-solving

Communication

Collaboration

Attention to detail

Customer-centric mindset

Flexibility

Education

IT background

Tools

MDM solutions (e.g., Jamf, Intune)

AWS

SQL

Redis

Terraform

osquery

SQLite

Python

Powershell

Job description

Ever wondered if your employer is monitoring your work computer?

Organizations invest heavily each year to keep their laptops and servers online, secure, compliant, and accessible from anywhere. This process is called device management.

You can read more about the company in our handbook, which is public and open to the world.

TL;DR: Fleet Device Management Inc. is a recently-funded Series A startup founded and backed by the same people who created osquery, the leading open-source security agent. Today, osquery is installed on millions of laptops and servers, especially popular with enterprise IT and security teams.

Your primary responsibilities

• Train with our customer support and engineering teams to learn Fleet's features, common customer questions, troubleshooting guides, and documentation search techniques.
• Deploy Fleet independently to understand the customer experience and product functionality.
• Collaborate with the customer success team by participating in calls to address support issues.
• Be the first responder in customer Slack channels for reported problems, questions, feature requests, and bug reports.
• Maintain strong attention to detail and become knowledgeable about Fleet's operations to serve a diverse customer base. Be adaptable and share knowledge with others.
• Exhibit excellent communication and collaboration skills, working closely with customer success, engineering, and product teams.
• Maintain a customer-centric mindset, focusing on delivering value and a positive user experience.

If these qualities describe you, we'd love to connect and see if we're a good fit.

• Experience: 2-3 years supporting Windows, Linux, or MacOS devices and MDM solutions like Jamf, Kandji, Intune, WS1, etc. Familiarity with AWS, SQL, Redis, Terraform, and osquery is a plus.
• Communication: Outgoing, customer-facing, enjoys problem-solving and assisting stakeholders.
• Openness: Flexible and receptive to new ideas and workflows.
• Required: IT background with experience in device management solutions such as Fleet, Intune, Jamf Pro, Workspace One, etc.
• Understanding of macOS, Windows, Linux core services like Autopilot, ABM/ASM, MDM, ADE, APNs, syslog, etc.
• Familiarity with SQLite, shell scripting, Python, Powershell, and terminal commands is advantageous.
• Experience working with enterprise customers to resolve complex technical issues.

“One of the best teams out there to go work for and help shape security platforms.”

The salary range for this role is $48,000 - $480,000. Fleet offers competitive compensation and comprehensive benefits based on our philosophy.