Technical Support Specialist

Evo Security•Shelton, CT

1d•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) to protect their clients with enterprise-grade identity and access security—without the enterprise complexity. As we continue to grow, we’re seeking a skilled Technical Support Specialist who is passionate about solving problems, supporting MSP partners, and helping them get the most out of Evo Security’s platform. The Technical Support Specialist is responsible for providing exceptional technical support to our MSP partners. This role requires solid troubleshooting experience, familiarity with authentication and identity technologies, and an understanding of how MSPs manage and support their customers. The ideal candidate has approximately three years of IT experience—such as Level 2 Helpdesk, Systems Administration, or SaaS support—and is motivated to deepen their skills in identity, access management, and cybersecurity.

Requirements

Approximately 3+ years’ experience in technical support, helpdesk, systems administration, or MSP/SaaS support.
Strong troubleshooting skills with the ability to analyze and resolve moderately complex technical issues.
Solid understanding of MSP workflows, customer management practices, and support operations.
Excellent written and verbal communication skills with the ability to support both technical and non-technical users.
Ability to create thorough documentation and clear explanations of issues and solutions.
Experience with CRM, support ticketing, or remote troubleshooting tools (e.g., HubSpot, Zendesk, ConnectWise, Autotask, Zoom, or RMM tools).
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

Responsibilities

Serve as a primary technical support resource for MSP partners using Evo Security’s products.
Diagnose, troubleshoot, and resolve issues related to authentication, identity management, user access, platform configuration, and agent deployment.
Provide clear and proactive communication to partners about issue status, next steps, and expected timelines.
Document troubleshooting steps, resolutions, root causes, and best practices in tickets and internal knowledge systems.
Escalate complex, platform-related, or engineering-level issues with detailed replication steps and technical context.
Review, maintain, and improve Knowledge Base articles to ensure accuracy and clarity.
Represent Evo Security with professionalism, patience, and a service-first mindset in all support interactions.