Customer Support Engineer (Tier 1)

📋 Description

• Act as primary technical resource for less complex issues, resolving configuration and networking
• Manage a high-velocity ticket queue with targets for time to first response and time to resolution.
• Drive positive user outcomes and maintain high CSAT with clear, helpful technical guidance.
• Balance a high volume of daily ticket replies while maintaining depth to troubleshoot networks.
• Partner cross-functionally to identify recurring friction and advocate for UX improvements.

🎯 Requirements

• Natural tinkerer mindset with curiosity for how things work; personal projects or open-source
• Foundational understanding of networking fundamentals: DNS, IP addressing, firewalls, routing.
• Proficiency in troubleshooting across macOS, Windows, Linux, and mobile OSs.
• Familiarity with Jira and Slack to manage workflows and communicate with team/customers.
• Excellent written communication to explain complex concepts with empathy and clarity.
• Proactive learner of new technologies and infra tools.

🎁 Benefits

• Remote-first company with flexible work options; some roles may require in-office collaboration as
• Competitive total compensation package including base salary, equity, and variable components.
• Comprehensive benefits covering health, vision, dental, and family needs.
• Company-supported retirement contributions; 0.75% employer match.
• Global team with opportunities for in-person company events and retreats.
• Professional development support including allocated funds for growth.