Security Software Support Specialist II

ConnectWise; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

ConnectWise is seeking a Software Support Specialist II to assist partners in diagnosing and resolving product issues. You will collaborate with cross-functional teams to troubleshoot, document findings, and return partners to a positive product experience.

Responsibilities include interacting with partners via email, phone, chat, cases, and remote sessions; maintaining knowledge bases; and escalating trends or defects to leadership and engineering when needed.

Qualifications

• Bachelor's degree or equivalent in related field or business experience.
• 2+ years of relevant experience in technical support or services.
• Hands-on troubleshooting Windows and Linux servers.
• Experience with SentinelOne, Bitdefender and RMM tools.

Responsibilities

• Assist ConnectWise partners in diagnosing and resolving product issues.
• Interact with partners via email, phone, chat, cases and remote sessions.
• Maintain knowledge base and provide high-quality support to partners.
• Escalate trending issues and defects to leadership and engineering.

Skills

Customer service

Written & verbal communication

Independent work

Education

Bachelor's degree or equivalent

Tools

SentinelOne

Bitdefender

Remote Monitoring & Management (RMM)

Job description

ConnectWise is seeking a Software Support Specialist II to assist partners in diagnosing and resolving product issues. You will collaborate with cross-functional teams to troubleshoot, document findings, and return partners to a positive product experience.

Responsibilities include interacting with partners via email, phone, chat, cases, and remote sessions; maintaining knowledge bases; and escalating trends or defects to leadership and engineering when needed.