Technical Support Engineer

We're looking for a Technical Support Engineer to support NinjaOne, a global leader in remote monitoring and management software.

In this role, you'll deliver exceptional technical support to IT professionals and managed service providers using NinjaOne's platform. You'll troubleshoot software and system issues, provide solutions with clarity and care, and ensure every interaction reflects NinjaOne's commitment to world-class customer experience.

Key Responsibilities:

Customer Support & Troubleshooting

• Serve as the first line of support for customer inquiries received through email, chat, or calls — providing timely, accurate, and professional assistance to ensure high customer satisfaction (CSAT).

• Troubleshoot and resolve technical issues related to:

• Agent installation and connectivity (Windows and macOS)

• Remote monitoring, patch management, and software deployment
• Backup and endpoint management tools within the NinjaOne platform
• Basic automation and script execution
• Product configuration, setup, and usage
• Identify root causes, guide customers step-by-step through solutions, and ensure all cases are well-documented with clear notes and follow-through.
• Manage your personal ticket queue responsibly, meeting response and resolution time goals while maintaining organized communication.

Collaboration & Process Improvement

• Partner with Support Leadership and global team members to deliver consistent, high-quality service.
• Share product insights and feedback with engineering and product teams to drive continuous improvement.
• Escalate unresolved cases appropriately while maintaining ownership and communication with the customer.

Professionalism & Product Expertise

• Develop strong technical knowledge of the NinjaOne platform, including monitoring, patching, automation, and integrations.
• Exhibit excellent written and verbal communication skills, with clear descriptions, proper grammar, and active listening.
• Maintain flexibility with shifts and ensure reliable attendance to support global customers.

Shift Schedule: 8:00 PM - 5:00 AM, Monday - Friday.

Skills and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• 2+ years of experience in a technical support role (preferably in SaaS environments)
• Proficient in Windows OS troubleshooting (registry, services, event logs, etc.).
• Familiarity with networking fundamentals (IP, DNS, VPNs, firewalls) and virtualization platforms.
• Prior experience using Zendesk or similar ticketing systems.
• Strong analytical and problem-solving skills; able to prioritize tasks based on customer impact.
• Excellent written and verbal English communication skills.
• Ability to work effectively in a remote environment with minimal supervision.

Nice to have:

• Working knowledge of macOS and Mac troubleshooting.
• Experience with Linux distributions and command-line troubleshooting.
• Exposure to RMM software or endpoint management tools.

What we offer:

• Fully Remote work
• Full HMO coverage after 6 months from PhilCare
• Competitive compensation package inclusive of night differential and allowances
• Opportunities for growth and development — be part of a high-performing, collaborative global team where your work makes an impact.
• Top-quality equipment provided — we'll set you up with great hardware, and essential tech accessories to support your work

Interview Process:

• Initial Interview with Exypnox
• Aptitude and English Test
• Client Interview
• Background Check

About Exypnox and NinjaOne:

Exypnox proudly serves as the local partner of NinjaOne, a SaaS company revolutionizing IT operations

NinjaOne is a leading unified IT management solution that simplifies the way IT teams work. With NinjaOne, MSPs and IT departments can automate, manage, and remediate all their endpoint management tasks within one fast, modern, intuitive platform, improving technician efficiency and user satisfaction.

NinjaOne supports over 30,000 customers around the world and is consistently ranked #1 for its world-class customer support. NinjaOne has been recognized as the best rated software in its category on G2 and Gartner Digital Markets for the past three plus years.