Hybrid Technical Support Engineer (Windows/Linux)

Malwarebytes Inc.; Saint Petersburg (FL); Hybrid; USD 45,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Employee referral program

Wellness programs

401(k) match

Hybrid work arrangement

Job summary

Malwarebytes ThreatDown is seeking a Technical Support Engineer to join our hybrid team in Tampa Bay, FL. You will provide Tier 1 support to small businesses, IT pros, and MSPs, diagnosing software/hardware issues across Windows, macOS, and Linux, and assisting with agent deployment, policy behavior, detections, and console access.

You will work with Zendesk, reproduce issues in a test env, log data, and help improve knowledge base.

Qualifications

• 1+ years in a technical support role or IT administration, preferably for business customers.
• Solid Windows administration skills: Event Viewer, Services, Registry, Task Manager, Group Policy.
• Understanding of antivirus/EDR concepts: real-time protection, detections, exclusions, quarantine, remediation.
• Ability to read logs, reproduce issues, explain findings to IT admins in plain English.
• Strong written and verbal English communication; able to manage expectations and de-escalate.
• Ability to work independently and as part of a team.
• Familiarity with network protocols, hardware, software; some knowledge of Active Directory, RMM tools, Intune.
• Flexible hours including evenings and weekends as needed.

Responsibilities

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

Skills

Technical support

Windows administration

Log analysis

English communication

Independent/worked in team

Team collaboration

Networking basics

Active Directory familiarity

Tools

Intune

RMM tools

Zendesk

Job description

Malwarebytes ThreatDown is seeking a Technical Support Engineer to join our hybrid team in Tampa Bay, FL. You will provide Tier 1 support to small businesses, IT pros, and MSPs, diagnosing software/hardware issues across Windows, macOS, and Linux, and assisting with agent deployment, policy behavior, detections, and console access.

You will work with Zendesk, reproduce issues in a test env, log data, and help improve knowledge base.