Support Engineer - Late Shift (5pm - 2am ET) - Tier 1

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. PLEASE NOTE: This role has a schedule of 5pm - 2am EST, Monday - Friday. Location - We are flexible on remote working from home, if you are located in the USA and in FL or TX. We have physical offices in Austin, TX and Tampa, FL. 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 Monday - Friday from 5pm - 2am EST, 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

• 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!

• 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.

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.