Hybrid Technical Support Engineer (Windows/Linux)

ThreatDown; Saint Petersburg (FL); Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with match

Employee Referral Bonus

Wellness programs

Job summary

ThreatDown is seeking a Technical Support Engineer to join our hybrid Tampa Bay team. You will respond to client requests and troubleshoot issues across Windows, macOS, and Linux, while deploying agents and interpreting detections.

This role is ideal for a customer-focused problem-solver who thrives in a collaborative environment. You will work L1 within a tiered support model, receive structured onboarding, and benefit from coaching, with a mix of remote and in-person work.

Qualifications

• Must have 1+ years in a technical support role or IT administration role.
• Solid Windows administration skills including Event Viewer, Services, the Registry, Task Manager and Group Policy.
• A conceptual understanding of antivirus/EDR products such as real-time protection, detections, exclusions, quarantine and remediation.
• Comfort reading logs, reproducing issues and explaining findings to a busy IT admin in plain English.
• Excellent written and verbal communication skills in English with the ability to manage expectations and de-escalate under pressure.
• Ability to work independently and as part of a team.
• Familiarity with network protocols, hardware, and software; AD, RMM tools, Intune would be ideal.
• Ability to work flexible hours, including evenings and weekends, as needed.

Responsibilities

• Respond to customer support requests via phone, email, or chat within our response time targets and in a professional manner.
• Identify, diagnose, and resolve technical issues related to software, hardware, and network connectivity.
• Reproduce customer issues within a virtual environment, gather logs, event data, and system information for investigation.
• Document support tickets and maintain accurate records of customer interactions and resolutions in Zendesk.
• Contribute to maintaining knowledgebase articles and internal SOPs based on recurring issues you encounter.
• Participate in regular team meetings to discuss technical issues and opportunities for process improvements.
• Provide training and guidance to colleagues and customers on technical issues as needed.

Skills

Windows administration

Customer support

English communication

Log analysis

Independent worker

Tools

Zendesk

Active Directory

Intune

RMM tools

Job description

ThreatDown is seeking a Technical Support Engineer to join our hybrid Tampa Bay team. You will respond to client requests and troubleshoot issues across Windows, macOS, and Linux, while deploying agents and interpreting detections.

This role is ideal for a customer-focused problem-solver who thrives in a collaborative environment. You will work L1 within a tiered support model, receive structured onboarding, and benefit from coaching, with a mix of remote and in-person work.