Technical Support Engineer Tier I

JR United Kingdom; Bath; Remote; GBP 25,000 - 35,000; Full time

Job summary

A prominent technology company is seeking a Technical Support Engineer Tier I to offer exceptional support to clients. The role involves troubleshooting technical issues, refining customer service processes, and working closely with engineering teams. Ideal candidates should possess strong Windows expertise, experience in customer service, and excellent problem-solving skills. The company promotes a remote-first culture, providing flexibility and opportunities for professional growth.

Benefits

Flexible working hours

Continuous professional growth

Supportive team environment

Work-life balance

Qualifications

• Strong expertise in Microsoft Windows operating systems.
• Ability to troubleshoot patch installations.
• Experience in technical support and customer service.

Responsibilities

• Provide technical support and resolve customer issues via multiple channels.
• Collaborate with engineering to solve complex problems.
• Build and maintain an internal knowledge base.

Skills

Microsoft Windows expertise

Troubleshooting

Problem-solving

Communication

PowerShell scripting

Software deployment knowledge

Education

Experience in technical support or customer service roles

Job description

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Action1 reinvents patching with an infinitely scalable, highly secure, cloud-native platform configurable in 5 minutes — it just works and is always free for the first 200 endpoints, with no functional limits. Featuring unified OS and third-party patching with peer-to-peer patch distribution and real-time vulnerability assessment with no VPN needed, it enables autonomous endpoint management that preempts ransomware and security risks, all while eliminating costly routine labor. Trusted by thousands of enterprises managing millions of endpoints globally, Action1 is certified for SOC 2 and ISO 27001.

The company is founder-led by industry veterans Alex Vovk and Mike Walters, who founded Netwrix, which has grown into a multi-billion-dollar industry-leading cybersecurity company.

Introduction: We're currently seeking a Technical Support Engineer Tier I to provide exceptional support and customer service to Action1 clients.

Key responsibilities:

• Provide timely, efficient technical support with prompt responses to customer inquiries.
• Troubleshoot and resolve customer issues via phone and other communication channels.
• Follow up with customers post-troubleshooting to ensure full product functionality.
• Collaborate with the engineering team to address complex technical challenges.
• Work closely with the product team, incorporating customer feedback into product improvements.
• Build and maintain an internal knowledge base with useful guides and solutions.
• Continuously refine and enhance the customer support process for better efficiency.
• Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams.
• Participate in customer meetings when needed to troubleshoot and resolve issues directly.

An ideal candidate will:

• Have strong expertise in Microsoft Windows operating systems.
• Ability to identify and troubleshoot failed patch installations.
• Be familiar with PowerShell scripting and able to understand basic scripts.
• Proficiency in Mac OS and/or Linux platforms.
• Demonstrate knowledge of software deployment and configuration using install switches.
• Be skilled in reading, writing, modifying, and backing up the Windows registry.
• Have previous experience in technical support or customer service roles.
• Possess excellent problem-solving and communication skills, working effectively with customers and internal teams.
• Have solid experience troubleshooting software issues across various environments.

Would be a plus:

• Experience with patch management solutions.
• Ability to analyze and interpret logs and event data.
• Knowledge of Windows Group Policy configuration and management.
• Familiarity with Windows servers and server management.
• A basic understanding of the Windows Security model and related protocols.

What we offer:

• Engaging challenges and opportunities to solve real-world problems.
• Continuous professional growth and learning with cutting-edge technologies.
• A stable income, flexible working hours, and opportunities for advancement.
• A supportive and collaborative team of skilled professionals.
• A remote-first culture, offering flexibility and work-life balance.

Join Action1 and be a driving force behind our success!