Support Engineer - Tier 1

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 USA and in FL. We have physical offices in Austin, TX and Clearwater, FL

Weekdays 5PM - 2AM EST

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, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platform is proven to increase productivity, while reducing risk and IT costs. NinjaOne is consistently ranked #1 for its world-class support and is the top-rated software on G2 in seven categories including endpoint management, remote monitoring and management, and patch 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.

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.

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