TECHNICAL SUPPORT ENGINEER

 

NinjaRMM is a fast-growing SaaS company that offers an easy-to-use remote monitoring and endpoint management software for IT teams. We were founded in 2013 to help managed service providers and IT departments simplify their workday with an intuitive and user-friendly endpoint management platform. NinjaRMM was designed to be both powerful and scalable to meet the needs of businesses around the globe. Today, we have grown to support over 5,000 customers worldwide. NinjaRMM has been consistently recognized as the no. 1 rated software in its category on G2 Crowd and Gartner Digital Markets in the past 3 years. Built for the future, we are a rapidly growing software company with an innovative advantage. Learn more about NinjaRMM here: www.ninjarmm.com.


As a Ninja Technical Support Engineer, you will work alongside the RMM industry-leading 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.


Job Details/Benefits

  • Full-time
  • Benefits package includes medical, dental, and vision insurance
  • 401(k) plan
  • Opportunity for growth and advancement
  • Salary range: $35,000 to $45,000 (this is an entry-level position with room to grow)


Responsibilities

  • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments 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 (frontline tech support reps, resellers, distributors, etc.)
  • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)
  • Work a set schedule with rotating on-call duties (1 weekend every ~2 months with limited hours/scope)
  • Take initiative and provide prompt, accurate follow-up to tickets and support calls


Skills & Qualifications (required)

  • Ability to flourish under limited supervision
  • Proficient in Windows OS (Windows registry, services, etc.) and fluency in Windows troubleshooting
  • Working knowledge of MacOS and Mac troubleshooting is desired
  • Experience with Linux distributions and Linux troubleshooting a plus
  • Previous experience with Zendesk a plus
  • Excellent oral and verbal communication skills a must
  • Ability to exercise good judgment of priority based on customer impact
  • Ability to adapt to new technologies and processes
  • Strong interpersonal skills so you can work in a team-oriented environment
  • Understanding of any virtualization platform, basic networking
  • Previous experience with RMM software helpful but not required
  • Empathy and patience
  • A good sense of humor


Education & Experience

  • Associate’s degree in Computer Science and/or equivalent work experience
  • 2+ years’ prior experience in a customer service/support-related position

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