Job Description

We\xe2\x80\x99re obsessed with growth. From enabling companies to flourish, to helping careers bloom.



SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

What does a day in the life as a Technical Support Engineer look like?

• Provide first-line technical support to customers via various channels (phone, email, chat) regarding software, hardware, and network-related issues.
• Respond to customer inquiries promptly and professionally, ensuring excellent customer service and satisfaction.
• Diagnose and troubleshoot customer-reported problems, following established procedures and utilizing available resources and knowledge bases.
• Escalate complex or unresolved issues to the appropriate support teams while maintaining ownership and proper documentation of the case.
• Guide customers through step-by-step solutions, including providing clear instructions and explanations.
• Assist customers with installation, configuration, and setup of software applications, devices, and peripherals.
• Perform remote troubleshooting and technical assistance, leveraging remote support tools when necessary.
• Document and maintain accurate records of customer interactions, including details of inquiries, comments, actions taken, and resolutions achieved, within a ticketing or CRM system.
• Keep up to date with product knowledge, troubleshooting techniques, and known issues to provide accurate and effective support.
• Collaborate with cross-functional teams, including developers, QA, and product managers, to communicate customer feedback, identify patterns, and contribute to product improvements.

What are the required qualifications for a Technical Support Engineer?

• At least 2 years of Technical Support Engineer or similar role
• At least 2 years of patching deployment experience
• Ability to support Windows, Mac OS, and Linux devices including understanding the package manager of each OS and how devices receive updates
• Ability to read, write, execute, and troubleshoot SQL scripts
• Ability to read, write, execute, and troubleshoot bash scripts and/or PowerShell scripts
• Ability to read, write, and understand API scripts
• Ability to read JSON files
• Strong problem troubleshooting skills with the ability to quickly diagnose the root cause of a problem and develop an acceptable solution or workaround
• The ability to effectively and clearly communicate technical and non-technical information both verbally and in written format
• Ability to write accurate, clear, and detailed customer-facing knowledge-base articles
• Ability to lead remote sessions with client\'s customers and partners to provide assistance or solve problems
• Knowledge of how to set up and effectively configure Endpoint Protection Platform (EPP)
• Basic knowledge of an EPP and how it interacts with scripts run on devices

Having these qualifications are helpful, but not required

• Knowledge of how to troubleshoot update deployments for Windows, Mac, and Linux operating systems
• Knowledge of how to set up and effectively configure anti-virus solutions
• Basic understanding of proxy and firewalls
• Knowledge of configuration and use of one or more of the following: JAMF, WSUS, SCCM, and MDMs
• Knowledge of how to troubleshoot update deployments for Windows, Mac, and/or Linux operating systems, including understanding the package manager for each OS and how devices receive updates

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.