Remote Technical Support Engineer (Windows/macOS/Linux)

ThreatDown; Florida; Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and视 me

Employee Referral Bonus Program

Wellness programs

401k and employer matching

Job summary

ThreatDown in the United States is seeking a Technical Support Engineer to join our global support team. This L1 role handles customer issues related to software, hardware, and network connectivity across Windows, macOS, and Linux, with onboarding and coaching provided.

The 11am–8pm EST Monday–Friday shift supports small businesses, IT professionals, and MSPs. You will document cases in Zendesk, help deploy agents, and guide customers with clear English communication.

Qualifications

• 1+ years in technical support or IT administration, preferably for business customers.
• Solid Windows administration skills including Event Viewer, Services, Registry, task manager, and group policy.
• Understand antivirus/EDR concepts: real-time protection, detections, exclusions, quarantine, remediation.
• Able to read logs, reproduce issues, and explain findings to non-technical admins clearly.
• Excellent written and spoken English; capable of de-escalating under pressure.
• Work independently and as part of a team; strong collaboration.
• Familiar with network protocols, hardware, software; some knowledge of AD, RMM, Intune.

Responsibilities

• Respond to customer requests by phone, email, or chat within targets in a professional manner.
• Identify, diagnose, and resolve software, hardware, and network issues.
• Reproduce customer issues in a test environment, gather logs and data for investigation.
• Document tickets and maintain records in Zendesk.
• Contribute to knowledgebase articles and SOPs based on recurring issues.
• Participate in team meetings to discuss issues and process improvements.
• Provide training and guidance to colleagues and customers as needed.

Skills

Windows administration

Log reading / analysis

English communication

Team collaboration

Issue reproduction

Network concepts

Active Directory familiarity

Intune familiarity

Flexibility hours

Tools

Zendesk

RMM tools

Intune

Active Directory

Job description

ThreatDown in the United States is seeking a Technical Support Engineer to join our global support team. This L1 role handles customer issues related to software, hardware, and network connectivity across Windows, macOS, and Linux, with onboarding and coaching provided.

The 11am–8pm EST Monday–Friday shift supports small businesses, IT professionals, and MSPs. You will document cases in Zendesk, help deploy agents, and guide customers with clear English communication.