B2B Technical Support Engineer

3 hours ago

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Malwarebytes

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Cybersecurity • B2B • B2C

Malwarebytes is a cybersecurity company that develops malware detection, removal, and protection software for consumers, small businesses, and enterprises. It offers endpoint security, antivirus, mobile protection, privacy tools (VPN, digital footprint scanning, dark web monitoring), identity theft protection, and managed solutions for MSPs and IT teams. Malwarebytes distributes its products via downloadable subscriptions and cloud-managed services, and provides free tools for virus scanning and remediation.

501 - 1000 employees

Founded 2008

🔒 Cybersecurity

🤝 B2B

👥 B2C

📋 Description

• 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

🎯 Requirements

• Ability to speak English fluently • Ability to work flexible hours, including evenings • Rotational weekend shifts are required • Bachelor's degree (preferred but not required) in computer science, Information Technology, or related field, or equivalent work experience • 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

🏖️ 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! (Benefits and Perks subject to change by country/region)