Customer Support Engineer (Tier 1)

📋 Description

• Handle a broad range of tickets to help users with configuration and networking challenges.
• Collaborate with CX and Product/Eng to improve user experience and reduce friction.
• Monitor and manage a high-velocity ticket queue with targets for response and resolution times.
• Provide clear, empathetic technical guidance to drive positive user outcomes and maintain high CSAT.

🎯 Requirements

• Strong curiosity and a tinkerer mindset; open-source or homelab projects are a plus.
• Foundational networking knowledge: DNS, IP addressing, firewalls, routing.
• Experience troubleshooting across macOS, Windows, Linux, and mobile OSs.
• Familiarity with Jira and Slack for internal workflows and communications.
• Excellent written communication; ability to explain complex tech clearly and empathetically.
• Willingness to learn new infra tools and stay current with tech trends.

🎁 Benefits

• Remote first culture with flexibility; some roles may require in-office collaboration based on team
• Competitive compensation with base salary, equity, and comprehensive benefits.
• Retirement contributions matched by the company; up to 0.75% of eligible compensation.
• Professional development support and opportunities for growth.
• Paid time off and strong work-life balance; home office setup stipend.
• Annual company events and remote-friendly social opportunities across regions.