Technical Support Engineer - Network & Security

Context & Impact Lansweeper is opening a new Support Engineer position in Austin, TX, an on-site-first role (3 days/week) for someone who wants to embed in a technically sharp, close-knit team. Your mission: become a trusted technical expert helping IT professionals worldwide get maximum value from the Lansweeper platform, working from an extensive in-house lab across Windows, Linux, macOS, Active Directory, VMware, AWS, and Azure. Over time, you'll develop SME-level expertise in one or more domains, with a clear path toward Operational Lead and beyond. Near‑term focus: handle more cases faster, with fewer touchpoints per resolution. By 2027, the team moves toward enterprise account support, meaning higher‑stakes customer interactions and broader technical responsibility will follow. Challenge Getting up to speed with a genuinely complex product. Lansweeper touches every layer of a customer's IT environment, including networking, OS, cloud, OT, and IoT, and mastering it takes dedication and a real passion for IT. Managing a high-volume caseload. The incoming queue runs at approximately 60 cases per day across the team. Cases don't resolve linearly. Customers go quiet, issues resurface, and handovers need to be seamless. Organisation and documentation are non-negotiable. Balancing technical depth with customer clarity. Knowing how to communicate clearly under time pressure is as important as finding the right technical answer. Key Responsibilities Analyse and troubleshoot technical support cases from customers worldwide, primarily via written communication. Reproduce and solve issues in our in‑house lab across Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure. Document your troubleshooting steps and train of thought clearly in every case for quality assurance and seamless handover. Follow up on open cases proactively. No customer falls through the cracks, SLAs are respected (coverage required until 6 PM CT; potential on‑call rotations in the future). Work within a buddy system for your first six months, with output reviewed before it reaches customers. Maintain and improve technical documentation in Confluence, Jira, and Salesforce. As you grow: join customer calls for severity‑one and enterprise cases, and develop SME‑level expertise in one or more domains. Key Requirements Hard skills 3+ years in IT support, system administration, or a closely related technical role with genuine hands‑on troubleshooting experience. Solid networking foundation across subnets, firewall rules, network segmentation, and discovery protocols. You don't configure routers; you understand why one might block asset discovery. Hands‑on experience with Linux (increasingly critical) and Windows; macOS is a plus. Ability to set up and configure VMs and lab environments (VMware or equivalent). This is a baseline, not a nice‑to‑have. Familiarity with Active Directory and cloud platforms (AWS and/or Azure). Basic familiarity with Jira, Confluence, and/or Salesforce. Ability to read and write basic SQL queries or scripts. Fluent English (written and spoken). Must be authorised to work in the US and based in or willing to relocate to the Austin, TX area. Soft Skills Genuinely curious about IT infrastructure. The kind of person who tinkers after hours because they want to. Highly organised. You manage multiple open cases simultaneously and never lose the thread. Customer‑focused and quality‑driven. The answer needs to be right, not just fast. Team‑oriented and ego‑free. You thrive in a collaborative environment where helping each other is just how things work. AI‑Specific Skills Lansweeper is an AI‑native company. In this role, AI is a day‑to‑day tool, not a future concept. The team actively uses Claude, ChatGPT, a Slackbot‑integrated AI assistant, and other AI tooling to surface similar past cases, accelerate troubleshooting, and cut resolution time. What matters is not which tools you've used, but whether you understand that a good prompt requires domain knowledge. Without solid technical foundations, AI won't save you. We need someone who uses AI as a force multiplier on top of real expertise. Experience building basic AI agents or automations is a genuine bonus. Team Info You’ll join a global Support Team of approximately 18 people, including approximately 14 SMEs and 4 management/lead positions, working across Austin and Belgium. Our Offer Salary: To be discussed with the recruiter before the first interview Time off: 20 vacation days + 3 sick days + 6 personal days + 12 public holidays. Health & protection: Medical, dental, vision, life, and disability insurance, plus EAP mental health support. Pension: 401(k) with 4% employer match. Work setup: Hybrid (3 days/week on‑site in Austin, TX) with full telework equipment and a monthly internet allowance. About Lansweeper Lansweeper is the AI Cyber Asset Intelligence platform helping IT and Security teams gain full visibility, reduce cyber risk, and scale automation with confidence. In today's complex IT, OT, cloud, and IoT environments, fragmented asset data slows decisions and increases risk. We transform raw asset data into a continuously validated, trusted source of truth so teams can move faster and act with certainty. With Lansweeper, Organizations Can See – Truly complete visibility across hybrid environments Know – Enriched asset intelligence with lifecycle and risk context Act – Automate workflows, coordinate remediation, and enforce policy at scale Our Culture — Four Core Values One Team – United across boundaries We Care – Customers and people at the center We Grow – Learning, sharing, improving We Deliver – Focusing on what truly matters Pay Transparency At Lansweeper, every role is assigned to a level defined by three things: the expertise it requires, the complexity it involves, and the scope of impact it carries. Each level maps to a salary band based on salary benchmarks from the Software/SaaS industry of your country, so your pay reflects what the market pays for comparable roles. The gross salary range for this role depends on the country where the candidate will be hired — discuss salary expectations with the recruiter. Where you land within that range depends on the expertise you bring, the complexity you have navigated, the scope of impact you have owned, and your track record of delivering results in comparable roles — the same criteria applied consistently to every candidate. We welcome applicants of all backgrounds, regardless of gender, religion, ethnic origin, age, sexual orientation, or disability. AI Usage during Hiring Process We use AI to support and not replace during the hiring process. HR decisions are made by our talent acquisition team. You can request more info at any time via [email protected] Diversity Statement It is Lansweeper's policy to provide equal employment opportunity to all applicants and employees. Lansweeper disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state, or federal laws. #J-18808-Ljbffr Lansweeper