Technical Support Operator

NeoProtect; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Laptop provided

General work equipment

AI tools access

Feedback-driven culture

Job summary

NeoProtect in the United States is seeking a customer-focused role handling network and server protection services. You will clarify issues, resolve straightforward problems, and coordinate complex cases while balancing technical priorities with customer needs.

The role includes occasional system administration, server setup assistance, and discussions of plans and pricing, with a emphasis on clear communication and efficient problem solving.

Qualifications

• Experience in customer support, sales, or team or project coordination.
• Practical Linux, server administration, and basic networking skills.
• Familiarity with tools such as MTR or traceroute and Grafana, plus general programming concepts.
• Ability to interpret logs and extract actionable technical details from customer messages.
• Written working proficiency in both German and English.
• Basic understanding of network security; advanced kernel or programming expertise is not required.

Responsibilities

• Receive customer reports, identify the underlying issue, and determine its urgency.
• Troubleshoot problems directly where possible and coordinate with others when further investigation is needed.
• Keep customers informed and manage expectations in difficult or time-sensitive situations.
• Help with server setup, system administration, and technical debugging as needed.
• Explain standard plans and pricing to customers.
• Review logs and narrow broad or unclear reports to specific technical causes.

Skills

Linux administration

Server administration

Networking basics

Log interpretation

German/English proficiency

Customer communication

Tools

MTR

Traceroute

Grafana

Job description

Role overview

Serve as the first point of contact for customers using network and server protection services. You will clarify reported issues, resolve straightforward problems yourself, and coordinate more complex cases while balancing technical priorities with customer needs. The work also includes occasional system administration and setup assistance, along with basic discussions of plans and pricing.

Responsibilities

• Receive customer reports, identify the underlying issue, and determine its urgency.
• Troubleshoot problems directly where possible and coordinate with others when further investigation is needed.
• Keep customers informed and manage expectations in difficult or time-sensitive situations.
• Help with server setup, system administration, and technical debugging as needed.
• Explain standard plans and pricing to customers.
• Review logs and narrow broad or unclear reports to specific technical causes.

Requirements

• Experience in customer support, sales, or team or project coordination.
• Practical Linux, server administration, and basic networking skills.
• Familiarity with tools such as MTR or traceroute and Grafana, plus general programming concepts.
• Ability to interpret logs and extract actionable technical details from customer messages.
• Written working proficiency in both German and English.
• Basic understanding of network security; advanced kernel or programming expertise is not required.

Nice to have

• Strong ability to understand people and handle customer interactions thoughtfully.
• Deeper networking experience, including Wireshark, packet tracing, BGP or IGP routing, or DDoS mitigation.

Benefits and work setup

• A laptop, general work equipment, and software and AI tools are provided.
• The team values candid feedback and identifying practical ways to improve its systems and services.