[Remote] B2B Technical Support Engineer (US, Costa Rica & Canada Remote)
Note: The job is a remote job and is open to candidates in USA. Malwarebytes is a cybersecurity company focused on protecting devices from threats. They are seeking a Technical Support Engineer to provide technical assistance to customers, diagnose and resolve issues, and collaborate with other teams to enhance customer support.
Responsibilities
- Respond to customer support requests via phone, email, or chat in a timely and professional manner
- Identify, diagnose, and resolve technical issues related to software, hardware, and network connectivity
- Document support tickets and maintain accurate records of customer interactions and resolutions in Zendesk
- Work closely with other teams, such as development and quality assurance, to escalate and resolve complex technical issues
- Assist with the development and maintenance of technical knowledge base articles and documentation to assist customers and colleagues with common technical issues
- 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
- Ability to work flexible hours, including evenings
- Rotational weekend shifts are required
- 1+ years of experience in a technical support role
- Strong technical troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to work independently and as part of a team
- Experience with ticketing systems, such as JIRA or Zendesk
- Familiarity with network protocols, hardware, and software
- Spanish bilingual preferred
- Bachelor's degree (preferred but not required) in computer science, Information Technology, or related field, or equivalent work experience
Benefits
- Comprehensive medical, dental, and vision insurance coverage
- Employee Referral Bonus Program
- Wellness programs
- 401k and employer matching for (US Employees)
- Comprehensive Time Off policy
Company Overview