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NinjaOne

Enterprise Support Engineer

Austin, TX · Hybrid

$106K - $131K/yr

This role will report into the Director of North American Support with close ties to the Enterprise Sales organization. Location - Hybrid inAustin, TX(in-office 2-3 days per week). What You'llbe ...

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How much do american support jobs pay per hour?

As of Jun 10, 2026, the average hourly pay for american support in the United States is $18.59, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.43 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the American Support position, and why are they important?

To thrive as an American Support representative, you need excellent customer service skills, fluency in English, and familiarity with U.S.-based business practices. Experience with customer relationship management (CRM) software, help desk platforms, and productivity tools is typically required. Strong communication, problem-solving abilities, and patience help candidates stand out in this role. These skills are vital for delivering high-quality assistance to American clients and ensuring positive interactions and issue resolution.

What types of issues or inquiries does an American Support representative typically handle?

American Support representatives commonly assist customers with account inquiries, billing questions, product troubleshooting, service information, and resolving complaints or escalations. Daily responsibilities may involve responding to calls, emails, or chats from U.S.-based clients and following up on open support cases. The role often requires close collaboration with other departments such as technical support, billing, or sales to ensure a comprehensive resolution for each customer. Handling a diverse range of inquiries helps develop a well-rounded knowledge of the company’s services and provides valuable problem-solving experience for career growth.

What is an American Support job?

An American Support job typically involves providing customer service, technical support, or sales assistance for U.S.-based companies. Employees in this role help customers via phone, email, or chat, addressing inquiries, troubleshooting issues, and ensuring customer satisfaction. These positions are often remote or based in call centers, requiring strong communication skills and a customer-focused attitude. Some roles may also include billing support, account management, or upselling products and services.

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American Support jobs near you
Infographic showing various American Support job openings in the United States as of June 2026, with employment types broken down into 5% As Needed, 58% Full Time, 11% Part Time, and 26% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $38,671 per year, or $18.6 per hour.
Enterprise Support Engineer

Enterprise Support Engineer

NinjaOne

Austin, TX • Hybrid

$106K - $131K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 10 days ago

Job description

About the Role
As an Enterprise Support Engineer, you will be the primary technical authority forNinjaOne'slargest global accounts, with a specialized focus on the intersection of RMM software and complex network infrastructure. This role requires a "Network-First" troubleshooting mindset-identifyingwhether a performance bottleneck stems from the application, the endpoint, or the underlying transport layer. We are looking for an experienced veteran who can navigate high-pressure network outages and configuration hurdles with the same precision they apply to endpoint management. This role will report into the Director of North American Support with close ties to the Enterprise Sales organization.
Location- Hybrid inAustin, TX(in-office 2-3 days per week).
What You'llbe Doing
Network Architecture & Troubleshooting
  • Infrastructure Analysis: Diagnose and resolve complex networking issues affecting RMM connectivity, including DNS resolution errors, TCP/IP stack corruption, DPI and SSL inspection configuration, and persistent VPN tunnel instability
  • Security & Firewall Management: Consult with enterprise IT teams tooptimizefirewallrules, NAT traversal, and proxy configurations to ensure seamless, secure communication betweenNinjaOneagents and the cloud controller. Exposure or familiarity with Fortinet, Palo Alto, Cisco as well as zero trust tools like Zscaler, Check Point, Cloudflare
  • VLAN & Segmented Environments: Support customersoperatingwithin highly regulated, air-gapped, or segmented VLAN environments, ensuring patch management and monitoring tools respect internal security boundaries
  • Packet-Level Analysis:Utilizetools like Wireshark ortcpdumpto perform deep packet inspection,identifyinglatency sources or handshake failures in multi-site enterprise WANs
  • Diagnostics & Observability: Analyze system logs, telemetry, and monitoring data toidentifysystemic issues across large endpoint fleets
  • Enterprise SLA Management: Support customersoperatingunder strict SLAs and ensuretimelyresolution and communication during high-impact incidents.
Advanced Endpoint & Automation
  • Tier 3 Escalations: Serve as the final escalation point for critical issues involving Windows, macOS, and Linux endpoints across environments with 1,000+ nodes
  • Network-Aware Scripting: Develop PowerShell or Bash scripts that automate network diagnostic tasks, such as automated trace-routes, port-querying, and bandwidth throttling for remote software deployments
Strategic Leadership
  • Network Advocacy: Act as the internal voice for network-related product improvements, working with Engineering to enhance the platform's performance across low-bandwidth or high-latency networks
  • Socratic Mentorship: Lead technical workshops for Tier 1 and 2 teams specifically focused on "The OSI Model in Support," teaching junior techs how to systematically isolate network vs. software faults
  • Root Cause Analysis: Conduct deep technical investigations and produce clear post-incident reports outlining root cause, mitigation, and long-term remediation
  • Knowledge Development: Create internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency.
  • Assistin complex troubleshooting outside of Enterprise-specific customers
  • Other duties as needed
About You
  • You align with our values Curiosity, Integrity, Kindness, Humility, & Builders and are committed to creating an environment where these values flourish in our teams
  • Networking Expertise: 5+ years of experience managing or supporting enterprise-grade networking. You must be comfortable discussing BGP, OSPF, SD-WAN, and SSL/TLS certificate chains
  • Technical Breadth: 5+ years in Enterprise Technical Support or Systems Administration, supporting diverse hardware across global sites
  • Identity & Access: Deep knowledge of Radius, NPS, and identity-driven network access control (NAC)
  • Tools: Expertproficiencyin network diagnostic suites and RMM tools (e.g., ConnectWise, Kaseya, N-able)
  • Education:Bachelor's degree in Computer Science, Network Engineering, or equivalent industry experience
  • Primary Certification: CCNP (Enterprise), JNCIS-ENT, Network+, or equivalent enterprise networking experiencerequired
  • Secondary Certification: CWNA (Certified Wireless Network Administrator) or specialized Security certifications (CCNP Security/CISSP) strongly preferred
  • Prior experience with IDP, SMTP, MDM, ITSM
  • Experience supporting enterprise applications or internal platforms
  • Prior experience working in an enterprise or regulated environments
  • Familiarity with ticket-based support workflows
  • Familiarity with Unix/Linux command-line environments
  • Exposure to application configuration, customization, or administration
  • Strong ability to gather and translate business requirements into technical solutions
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
WhatYou'llLove
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-timework that ishybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work withopportunityfor growth and advancement.
Additional Information
This position isNOTeligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
#LI-PF1
#Li-Hybrid
#BI-Hybrid
Employment Type: Full-Time

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