Security Software Support Specialist II: Troubleshooter & Escalation

ConnectWise; Morong; On-site; PHP 400,000 - 640,000; Full time

Job summary

The Software Support Specialist II (Security) at ConnectWise assists partners in diagnosing and resolving product issues, working with cross-functional teams to ensure timely, accurate solutions and a positive experience with ConnectWise products.

You will handle cases via email, phone, chat, and remote sessions, maintain a knowledge base, escalate trends to leadership, and guide junior team members while delivering high-detail support and proactive service.

Qualifications

• Hands-on experience with SentinelOne, Bitdefender, and RMM tools.
• Troubleshooting in Windows workstation and server environments.
• Ability to multitask and adapt quickly.
• Proactive, self-motivated, and detail-oriented.

Responsibilities

• Support partners via email, phone, chat, cases, and remote sessions.
• Document issues, findings, and resolutions for knowledge bases.
• Escalate trending issues and potential defects to leadership and development.
• Act as escalation point for complex issues.
• Manage a queue of resolving support cases.

Skills

SentinelOne

Bitdefender

RMM tools

Windows troubleshooting

Multitasking

Proactive / self-motivated

Attention to detail

Education

Bachelor’s degree in related field

Job description

The Software Support Specialist II (Security) at ConnectWise assists partners in diagnosing and resolving product issues, working with cross-functional teams to ensure timely, accurate solutions and a positive experience with ConnectWise products.

You will handle cases via email, phone, chat, and remote sessions, maintain a knowledge base, escalate trends to leadership, and guide junior team members while delivering high-detail support and proactive service.