[Remote] B2B Technical Support Engineer (US Remote)

Note: The job is a remote job and is open to candidates in USA. Malwarebytes is a cybersecurity company focused on protecting users from malware and other threats. They are seeking a Technical Support Engineer to provide technical support to customers by diagnosing and resolving software and hardware issues while collaborating with other teams to address complex technical challenges.

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
• An opportunity to do something great for yourself and the world!

Company Overview

Company H1B Sponsorship