Technical Support Engineer (Hybrid, Tampa Bay, FL)

ThreatDown; Florida; Hybrid; USD 60,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with match

Referral bonus

Wellness programs

Job summary

ThreatDown is seeking a Technical Support Engineer to join our hybrid team in the Tampa Bay area. You will troubleshoot software and hardware issues for small businesses, IT professionals, and MSPs, across Windows, macOS, and Linux environments.

As an L1 engineer, you will be supported by onboarding and coaching, handle tickets in Zendesk, reproduce issues, collect logs, and contribute to knowledgebase articles. A flexible schedule including evenings/weekends may be required.

Qualifications

• 1+ years in a technical support or IT admin role.
• Strong Windows administration skills (Event Viewer, Services, Registry, task manager, GP).
• Understanding of antivirus/EDR concepts: real-time protection, detections, quarantine, remediation.
• Clear written and verbal English; able to explain tech to IT admins.
• Good log reading and issue reproduction skills; able to document findings.

Responsibilities

• Respond to support requests via phone, email or chat within targets.
• Diagnose and resolve issues related to software, hardware, and networks.
• Reproduce issues in a virtual environment and collect logs for investigation.
• Document tickets and maintain records in Zendesk.
• Contribute to knowledgebase articles and SOPs from recurring issues.
• Participate in team meetings and assist with process improvements.
• Provide guidance to colleagues and customers on technical topics.

Skills

Windows administration

Log analysis

English communication

Independent worker

Team collaboration

Network basics

Tools

Intune

RMM tools

Active Directory

Job description

Technical Support Engineer (Hybrid, Tampa Bay, FL)

About ThreatDown

ThreatDown believes that when people and organizations are free from threats, they are free to thrive. Founded in 2008, CEO Marcin Kleczynski had one mission: to rid the world of malware. Today, ThreatDown has grown beyond malware remediation to ensure cyber protection for everyone, providing device protection, privacy, and prevention solutions in the home, on-the-go, at work, or on campus. With threat hunters and innovators across the world, we want great people, like YOU, to join our team!

ThreatDown is looking for..

We are seeking a skilled Technical Support Engineer to join our growing team. As a Technical Support Engineer joining our global support team. You will provide technical support to customers who are small business owners, IT specialists, and MSPs by identifying, diagnosing, and resolving software and hardware issues. You will assist customers troubleshoot, configure agent deployment, policy behavior, detections, console access and similar across Windows, macOS, and Linux environments.

This is an L1 role within a tiered team (L1/L2/L3) and you will be supported by structured onboarding and regular coaching.

What You Will Do:

• 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 needed 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 encounte
• 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 You’ll Need to Have :

• 1+ years of experience in a technical support role or IT administration role, ideally supporting business customers.
• Solid Windows administration skills including Event Viewer, Services, the Registry, task manager and group policy.
• A conceptual understanding of how antivirus and EDR products work, such as real time protection, detections, exclusions, quarantine and remediation.
• Comfort reading logs, reproducing issues and explaining technical findings to a busy IT administrator 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. Some familiarity with Active Directory, RMM tools, Intune would be idea.
• Ability to work flexible hours, including evenings and weekends, as needed.

Comprehensive medical, dental, and vision insurance coverage

Employee Referral Bonus Program

Wellness programs

401k and employer matching for (US Employees)

An opportunity to do something great for yourself and the world!

(Benefits and Perks subject to change by country/region)

Legal Language:

(US Employees Only)

Applicants have rights under the Federal Employment Laws:

This is to affirm our policy of providing equal employment opportunities to all employees and applicants for employment in accordance with all applicable laws and regulations.

Our company will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status regarding public assistance. We will ensure that all our employment practices are free of discrimination. Such employment practices include, but are not limited to, the following: hiring, upgrading, demotion, transfer, recruitment or recruitment advertising, selection, layoff, disciplinary action, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship. We will provide reasonable accommodation to applicants and employees with disabilities whenever possible.