​This is a Full-Time, Remote position for residents of the United States. You will be part of ThreatDown, the corporate business unit of Malwarebytes, which specializes in cybersecurity solutions like ransomware protection and AI-powered threat detection for small-to-mid-sized businesses. This role involves providing technical assistance to business clients and IT teams, ensuring their endpoint security software is correctly configured and resolving complex network or hardware conflicts.

• ​Hourly Rate: $28.85 per hour
• ​Location: Remote (US)
• ​Experience Required: 1+ years in technical support
• ​Schedule: Requires flexible hours, including evenings and rotational weekend shifts
• ​Primary Tools: Zendesk and JIRA

​Key Responsibilities: Troubleshooting and Incident Documentation

​As a primary point of contact for business customers, you manage the technical health of their security environments.

​Technical Problem Solving

​You are responsible for identifying, diagnosing, and resolving issues related to software functionality, hardware compatibility, and network connectivity. You handle these requests through phone, email, and chat, providing professional guidance to help customers maintain their security posture.

​Escalation and Internal Collaboration

​When you encounter complex bugs or system-wide issues, you collaborate with the development and quality assurance teams. You provide them with the technical data needed to isolate these problems and see them through to a final resolution. You also participate in team meetings to discuss recurring technical challenges and suggest improvements to current support processes.

​Documentation and Knowledge Sharing

​Accuracy in record-keeping is vital. You document every customer interaction and resolution within Zendesk to maintain a clear history of support. Additionally, you help create and update articles for the technical knowledge base, which assists both customers and colleagues in resolving common issues independently.

​Required Skills and Qualifications

​Malwarebytes is looking for a resilient individual who can work independently while contributing to a collaborative team environment.

• ​Professional Experience: At least one year in a technical support or help desk role with a strong focus on troubleshooting and problem-solving.
• ​Technical Knowledge: Familiarity with network protocols, computer hardware, and various software environments.
• ​Communication: Excellent verbal and written skills. A preference is given to candidates who are bilingual in Spanish.
• ​Education: A Bachelor’s degree in Computer Science or Information Technology is preferred but not mandatory if you have equivalent work experience.
• ​System Proficiency: Practical experience using enterprise ticketing systems such as Zendesk or JIRA.

​Benefits and Perks

​This position includes a comprehensive suite of benefits designed for US-based employees:

• ​Insurance: Full medical, dental, and vision coverage.
• ​Retirement: 401(k) plan with an employer matching contribution.
• ​Wellness: Access to wellness programs and a comprehensive time-off policy.
• ​Incentives: An Employee Referral Bonus Program for helping to grow the team.

​Summary of the Role Impact

​ThreatDown is designed for businesses with lean IT teams that need fast, effective protection. In this role, you provide the “speed without complexity” that these customers rely on. Your success is measured by your ability to resolve security software issues quickly, preventing potential downtime or vulnerability for the businesses using the Malwarebytes platform.