Support Engineer

Evo Security•Austin, TX

13d•Remote

About The Position

Evo Security is transforming how small and medium-sized businesses secure their digital assets. Our cybersecurity platform empowers Managed Service Providers (MSPs) and IT Teams to protect their clients or internal systems with enterprise-grade identity and access security, without enterprise complexity. As we continue to grow, we’re seeking a skilled Support Engineer dedicated to ensuring our customers receive exceptional technical support and fast, effective issue resolution. This job is located in Austin, TX (remote considered). Position Overview The Support Engineer is responsible for providing world-class technical support to our MSP partners and IT team customers as they use Evo Security’s platform. This role requires strong troubleshooting expertise, a deep understanding of MSP and IT operational workflows, and experience supporting authentication, identity, and access management technologies. The ideal candidate is resourceful, detail-oriented, and passionate about helping partners quickly resolve issues so they can deliver outstanding service to their end customers. This position may be performed onsite at our Austin, TX office or remotely.

Requirements

2+ years of experience providing technical support in an MSP or SaaS environment.
Strong understanding of MSP operations and how MSPs support and manage their clients.
Proven troubleshooting skills with the ability to quickly identify, analyze, and resolve complex technical issues.
Familiarity with: Microsoft Server OS Active Directory Windows OS macOS Microsoft 365 / Azure / Entra ID Multi-Factor Authentication (MFA) Single Sign-On (SSO) Google Workspace PowerShell Scripting
Excellent communication and interpersonal skills, with the ability to support both highly technical and non-technical users.
Ability to document issues thoroughly and communicate solutions clearly.
Experience with CRM, support ticketing, or remote troubleshooting tools (e.g., HubSpot, Zendesk, Zoom, RMM Tools or similar).

Responsibilities

Serve as the front-line technical support resource for MSP partners using Evo Security’s products.
Diagnose, troubleshoot, and resolve issues related to authentication, identity management, software deployment, and platform configuration.
Provide clear, timely communication with partners on issue status, next steps, and resolution timelines.
Escalate complex or product-related bugs to engineering, ensuring thorough documentation and replication details.
Maintain detailed documentation of troubleshooting steps, solutions, and best practices to enhance internal and partner knowledge bases.
Assist with platform testing, validation, and quality assurance when needed.
Review and update Knowledge Base articles as necessary to ensure accuracy and clarity.
Represent Evo Security in a professional, service-minded manner in support calls, ticket correspondence, and partner interactions.