Technical Support Engineer Tier 1 - Europe

About the role

Action1, a cybersecurity company focused on patching and endpoint management, is looking for a Technical Support Engineer Tier 1 to provide exceptional support and customer service to its clients. The role is full-time and remote-first.

Key responsibilities

• Provide timely, efficient technical support with prompt responses to customer inquiries.
• Troubleshoot and resolve customer issues via phone and other communication channels, and follow up after resolution to confirm full product functionality.
• Collaborate with the engineering team on complex technical challenges and with the product team, feeding customer feedback into product improvements.
• Build and maintain an internal knowledge base of guides and solutions, and continuously improve the support process.
• Reproduce customer-reported issues and escalate confirmed problems to the right teams.
• Take part in customer meetings when needed to troubleshoot and resolve issues directly.

Required profile

• Previous experience in technical support or customer service roles.
• Excellent problem-solving and communication skills, working well with customers and internal teams.
• Solid experience troubleshooting software issues across various environments.
• Advanced English (C1-C2); Spanish and French are a plus.

Required skills

• Strong expertise in Microsoft Windows and familiarity with failed patch installation troubleshooting.
• PowerShell scripting basics and knowledge of software deployment using install switches.
• Proficiency in Mac OS and/or Linux, and ability to read, write, modify and back up the Windows registry.
• Nice to have: patch management tools, log analysis, Windows Group Policy, Windows servers, and the Windows security model.

What we offer

• A stable income, flexible working hours and opportunities for advancement.
• Continuous professional growth with cutting-edge technologies.
• A supportive, collaborative team and a remote-first culture.