Technical Support Engineer (Hybrid, Tampa Bay, FL)

Malwarebytes•Saint Petersburg, FL

33d•Hybrid

About The Position

ThreatDown is seeking a Technical Support Engineer to join its global support team. This is an L1 role in a tiered L1/L2/L3 support organization, with structured onboarding and regular coaching. The engineer provides technical support to small business owners, IT specialists, and MSPs by identifying, diagnosing, and resolving software, hardware, and network connectivity issues. Support includes troubleshooting and configuring agent deployment, policy behavior, detections, and console access across Windows, macOS, and Linux environments. The role also involves responding to customer requests, investigating issues in virtual environments, documenting tickets, contributing to support documentation, collaborating with colleagues, and providing technical guidance.

Requirements

At least 1 year of experience in a technical support or IT administration role, ideally supporting business customers.
Solid Windows administration skills, including Event Viewer, Services, the Registry, Task Manager, and Group Policy.
Conceptual understanding of antivirus and EDR products, including real-time protection, detections, exclusions, quarantine, and remediation.
Ability to read logs, reproduce issues, and explain technical findings to IT administrators in plain English.
Excellent written and verbal communication skills in English, including managing expectations and de-escalating under pressure.
Ability to work independently and as part of a team.
Familiarity with network protocols, hardware, and software.
Ability to work flexible hours, including evenings and weekends, as needed.

Nice To Haves

Some familiarity with Active Directory, RMM tools, and Intune.

Responsibilities

Respond to customer support requests by phone, email, or chat within response time targets and in a professional manner.
Identify, diagnose, and resolve technical issues related to software, hardware, and network connectivity.
Reproduce customer issues in a virtual environment and 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 knowledgebase articles and internal SOPs based on recurring issues.
Participate in team meetings to discuss technical issues and process improvement opportunities.
Provide training and guidance to colleagues and customers on technical issues as needed.