Product Support Engineer
Fully Remote Atlanta, GA Product
Job Type


Itential provides powerful network automation software to companies worldwide, from Fortune 500 telecommunications and financial services companies, to enterprises of all sizes. We are committed to building world-class products that accelerate the move toward software-driven networks and next generation, agile network operations. Our corporate headquarters are in Atlanta with offices in the UK and Latin America, and we are growing fast!

Check out just a few of our awards!: Awards

We are searching for a Product Support Engineer to work within our Customer Success team on our Product Service Desk. Remote candidates within the United States are encouraged to apply.

Responsibilities and Duties

  • Develop a deep understanding of an ever-changing software ecosystem, as well as understand the goals and engagement styles of Itential customers.
  • Troubleshooting software issues reported by customers on the Itential platforms.
  • Supporting customers via Webex or JIRA tickets, and occasionally through emails - as well as demonstrate comfort and expertise in troubleshooting a vast array of software-related issues.
  • Installing and configuring the Itential platforms to reproduce the issue, including the underlying dependent components like Node.js, MongoDB, RabbitMQ and Redis.
  • Installing Virtual machines, Dockers and Kubernetes clusters for issue replication.
  • Contributing towards product documentation, along with development and testing of the platform.
  • Following the published SLAs for turning requests around in a timely manner.
  • To be a part of a rotating 'on call' process to assist with 24X7 support during?off hours, weekends and holidays.? It is not actively working but being available in case of an urgent issue.
  • 3+ years of experience in a Technical Support
  • Bachelor's degree in Computer Science or equivalent.
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes desirable.
  • Demonstrable experience with scripting languages such as Python, and Bash.
  • Experience with technologies, like HTML, CSS, NodeJS, ReactJS and XML
  • Experience with database systems, like SQL and MongoDB.
  • Experience with Linux and Unix.
  • Committed self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment.
  • Familiarity with Dockers, Kubernetes, and other cloud-based apps and services.
  • Strong knowledge in computer networking and communication desirable.
  • Demonstrable experience in understanding how APIs is consumed and created.
  • Understanding of Agile development methodologies.
  • Knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN's, and SSO.
  • Experience working in a team-oriented, collaborative environment.

What Does the Interview Process Look Like?

1. We highly recommend that you sign up for the free?"Introduction to the Itential Automation Platform"?course on our website to understand our software.

2. Initial phone screen with a potential Hiring Manager discussing a combination of normal "intro" questions and technical questions.

3. Technical phone screen with a Software Engineer discussing a detailed technical problem and your background.

4. Virtual "in-person" interview with a panel (up to 6 members) in the Delivery organization, covering Behavioral, Coding, and Design questions over 2.5 hours.

5. That's it!

Location: Candidates able to regularly work in the Atlanta office are preferred. Remote applicants within the US will be considered.

Benefits and Perks:

  • A 401(k) plan with Fidelity and partial Company match (with just a 3-month waiting period)
  • Short and Long-Term Disability.
  • PTO and Sick Time
  • Fully stocked soda fridges and snack pantries
  • Excellent medical, dental, and vision coverage through Anthem/BCBS
  • Flex work time
  • Volunteer and community engagement opportunities
  • A sneak peek into Itential Culture (Scroll away. You'll love it!)
  • And here's one employee sharing her journey with us: Itential Life
  • Find out more at Itential, Inc.

This is a direct hire position. No third parties, recruiters, or staffing firms accepted. No S-Corp or Corp-to-Corp.

Itential provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.