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Customer Support Engineer
2 months ago
This is a full-time on-site role for a Customer Support Engineer at Atomus located in San Francisco, CA. The ideal candidate must be a US Citizen and able to work onsite 5 days a week and shift expectations of 8:00 a.m. - 5:00 p.m. PST, in our San Francisco office.
The Opportunity
As a Customer Support Engineer you will be working with customers running Atomus software across Windows, MacOS, Ubuntu, iOS, Android devices, and firewalls. Atomus’ software ensures devices are managed, secured, and compliant with cybersecurity requirements in Department of Defense contracts.
You will be leading customer onboardings to our IT security stack and establish baseline security and compliance programs. You will also act as the voice of the customer by sharing customer feedback and insights with our product team and reporting issues to our engineers.
Primary Duties
- Leading customer onboarding - from kick off call to full deployment . This includes performing technical tasks and project management required for onboardings
- Running quarterly security and compliance reviews with customers
- Maintaining NIST 800-171 and CMMC Compliance IT documentation for customers
- Debugging deep technical IT/security support issues
- Communicating with partners/vendors to integrate systems for customer requirements
Minimum Qualifications
- 5+ years of work experience in an IT administrator role/IT Project Administrator Role
- Technical Experience
- Microsoft Intune, Windows, MacOS, Ubuntu and iOS, Android devices.
- Advanced understanding of Microsoft products (Exchange, SharePoint, Windows, Windows Server, Active Directory, etc.)
- Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches, security, etc.
- Familiarity with shell scripting and the Windows PowerShell, macOS command line; comfortable using Terminal to execute commands or run scripts.
- Customer-Facing Experience
- Managed SLAs such as customer satisfaction, initial response, and issue resolution times.
- Run/Driven IT projects and worked with vendors and partners for IT licensing
- Applicants must have strong emotional intelligence to intuit and match customer sentiment for effective communication.
- You move quickly, are self-motivated, can roll up your sleeves and are comfortable with ambiguity.
Nice To Haves, But NOT Required
- Experience documenting new and existing Policies, Procedures, and Network Diagrams
- Experience working with Enterprise customers to help resolve complex technical issues.
About Atomus
Atomus' mission is to provide world class cybersecurity for the world’s most critical organizations. We build security compliance software delivered as managed services sold directly, with relevant professional services and support. Examples of our commercial customers include hypersonic aircraft companies, satellite and space mission systems companies, AI and software companies, among many other companies serving primarily the aerospace and defense industry.
At Atomus we are hardworking, we move fast, and we put our customers first.
This role is fully in person, working with the rest of our team in our downtown San Francisco office, and currently we are only hiring US citizens for this role.
