Systems Support Engineer (Night Shift)

Role overview Support enterprise customers of a cybersecurity software platform on a fixed night shift schedule. The Systems Support Engineer role focuses on delivering complex B2B technical support, troubleshooting deployment and configuration issues, and translating customer problems into actionable product feedback. You will work closely with engineering, QA, sales, and support teams to drive resolution and product quality.

Responsibilities - Respond to phone, email, and online technical support requests with a high standard of customer service - Represent the customer voice by tracking, prioritizing, and resolving serviceability and product quality issues - Assist customers with installation and deployment of cybersecurity software products - Monitor and follow up on all support cases to ensure timely resolution - Identify, document, and find solutions for recurring product problems - Escalate critical customer situations to the appropriate management or engineering teams - Communicate technical issues and resolutions across engineering, QA, sales, and customer-facing teams

Requirements - 5+ years of experience in IT management and system administration - Hands-on experience administering and troubleshooting macOS, Windows, and Linux - Experience with Single Sign-On (SSO) environments and Active Directory setup and configuration - Advanced knowledge of DNS servers, authentication protocols, and firewalls - Strong command of Linux Shell and PowerShell scripting - Deep familiarity with on-prem, cloud, and hybrid environment architectures - Working knowledge of Python

Nice to have - Bachelor's degree or equivalent experience - Experience with identity and access management solutions, including privileged access management (PAM) - Strong time management and communication skills

Benefits and work setup - 100% remote position from select locations, with hybrid option for candidates in the Chicago metro area - Shift: Monday through Friday, 6:00 PM to 2:00 AM Central Time - Medical, dental, and vision coverage including domestic partnerships - Employer-paid life insurance plus voluntary supplemental coverage - Short- and long-term disability insurance - 401(k) plan with Roth and Traditional options - Generous PTO including bereavement and jury duty leave - Above-market annual bonus program