Get total asset visibility for every IT and security decision. Lansweeper delivers AI-native asset visibility and context teams trust to act with confidence. Backed by Insight.
About the role
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.
What they're looking for
- 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
More about this role
(Hybrid in office 3 days a week)
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.
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...
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