Cybersecurity Technical Support Engineer (L1)

Malwarebytes; Saint Petersburg (FL); Sur place; USD 48 000 - 72 000; Plein temps

Avantages offerts par ce poste

Comprehensive health coverage

401k with employer matching

Paid time off

Résumé du poste

ThreatDown is seeking a Technical Support Engineer to join our global support team in the United States. The role focuses on assisting small business owners, IT specialists, and MSPs with software and hardware issues across Windows, macOS, and Linux environments.

This is an L1 position with structured onboarding and regular coaching. You will respond to requests via phone, email, or chat, diagnose issues, collect logs, and document resolutions.

Qualifications

• 1+ years of experience in a technical support role or IT administration role.
• Solid Windows administration skills including Event Viewer, Services, the Registry, task manager and group policy.
• Understanding of antivirus and EDR concepts such as real-time protection, detections, quarantines and remediation.
• Ability to read logs, reproduce issues, and explain findings to non-technical users in plain English.

Responsabilités

• Respond to customer support requests via phone, email, or chat within targets in a professional manner.
• Identify, diagnose, and resolve technical issues related to software, hardware, and network connectivity.
• Reproduce customer issues in a virtual environment and gather logs and system information for investigation.
• Document support tickets and maintain accurate records in Zendesk.
• Contribute to knowledgebase articles and SOPs based on recurring issues.

Connaissances

Technical support

Windows administration

Log analysis

English communication

Teamwork

Customer service

Outils

Zendesk

Active Directory

Intune

RMM tools

Description du poste

ThreatDown is seeking a Technical Support Engineer to join our global support team in the United States. The role focuses on assisting small business owners, IT specialists, and MSPs with software and hardware issues across Windows, macOS, and Linux environments.

This is an L1 position with structured onboarding and regular coaching. You will respond to requests via phone, email, or chat, diagnose issues, collect logs, and document resolutions.