Technical Support Engineer Tier 2

About us:

Action1 is an autonomous endpoint management platform that is cloud-native, infinitely scalable, highly secure, and configurable in 5 minutes—it just works and is always free for the first 200 endpoints, with no functional limits. By pioneering autonomous OS and third-party patching - AEM’s foundational use case - through peer-to-peer patch distribution and real-time vulnerability assessment without needing a VPN, it eliminates costly, time-consuming routine labor, preempts ransomware and security risks, and protects the digital employee experience. 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, American entrepreneurs who founded Netwrix, which has grown into a multi-billion-dollar industry-leading cybersecurity company.

Introduction: As we continue to grow, we’re looking for a technically skilled and customer-focused Technical Support Engineer Tier II to provide exceptional assistance to our customers.

This position requires a mix of deep technical expertise, problem-solving skills, and strong communication to address and resolve customer issues efficiently while maintaining high customer satisfaction.

Key responsibilities:

• Assist support engineers and customers in resolving complex technical cases.
• Provide best-practice recommendations for product setup and configuration.
• Participate in remote sessions with customers to address and resolve issues.
• Maintain and enhance the knowledge base by creating and updating technical documentation.

An ideal candidate will:

• Have strong expertise in PowerShell, including reading and writing scripts.
• Be proficient with WMI, .NET Framework, and COM.
• Be skilled in the following areas:
• Windows Registry: Understanding of key registry hives such as Local Machine, Current User, and Users.
• Windows Services: Clear understanding of services and the differences between Local Service, Network Service, and Local System.
• Windows Scheduled Tasks: Knowledge of key properties and how these differ from Windows Services.
• Event Log Management: Proficiency in exporting and importing event logs and building event chains based on log analysis.
• Network and Virtualization: Familiarity with Hyper-V and VMware.
• Have prior experience in technical support or customer service roles.
• Possess excellent problem-solving and communication skills, enabling collaboration with customers and internal teams, including R&D.
• Have solid experience troubleshooting software issues across diverse environments.

Would be a plus:

Experience in the following areas:

• Cryptographic Systems: Basics of public/private keys, certificates, and TLS/SSL.
• Active Directory: Understanding concepts such as Domain Forest, Users, Local/Domain/Universal Groups, Security/Distribution Groups.
• Windows Permission Model: Familiarity with SACL, DACL, ACE, and Owner concepts.
• Identity Providers: Working knowledge of Entra, Okta, Duo, or Google.
• Intune experience.
• macOS Administration:
• Shell/bash scripting (reading/writing scripts).
• Proficiency with commands like sudo, umask, defaults, installer, hdiutil, log show, etc.
• Familiarity with .pkg, .dmg, .app formats.
• Configuration and administration of System Management tools such as Gatekeeper, Daemons, launchd/launchctl, Firewall settings, FileVault, Keychain, and MDM.
• Windows Group Policy: Configuration and management expertise.
• Windows Servers: Familiarity with server management.
• Windows Security Model: Basic understanding of security protocols and features.
• Patch Management Solutions: Hands-on experience.
• Ability to analyze and interpret application and system logs.

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.