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.
This Support Engineer will focus on the LATAM region, and is required to be fluent in English and Spanish or Portuguese.
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
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!
Fluency in English and Spanish or Portuguese required
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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