Technical Support Engineer

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.

We are looking for a motivated and talented Technical Support Engineer to join our team. If you have a passion for solving technical problems, providing excellent customer service, and working collaboratively with other teams, we encourage you to apply for this position.

Shift: 11am - 8pm EST Monday - Friday

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.

Perks & Benefit:

Comprehensive medical, dental, and vision insurance coverage

Employee Referral Bonus Program  

Wellness programs   

401k and employer matching for (US Employees)

Comprehensive Time Off policy

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: 

• Employee Polygraph Protection Act 

• Know Your Rights: Discrimination is Illegal

• Family and Medical Leave Act (FMLA)

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.