B2B Technical Support Engineer (US Remote)

Here at Malwarebytes, we believe that when you’re free from threats, you’re free to thrive. It all started in 2008 with one person who needed help with a malware infection, and a community coming together to find solutions. In that moment in time a product was born for all people, with a mission to rid the world of malware. Our product has since grown and evolved, from removing malware, to protecting devices, to ever-changing prevention.

About ThreatDown

ThreatDown, the corporate business unit of Malwarebytes, is redefining cybersecurity for growing businesses with solutions that stop ransomware, malware, phishing, and AI-powered attacks. Our platform is trusted, intuitive, and built for lean IT teams that need speed without complexity. At ThreatDown, you’ll join a team driven by innovation, resilience, and a passion for empowering businesses to thrive securely. If you're ready to make a real impact in cybersecurity, we’d love to meet you.

ThreatDown is looking for..

Our company is seeking a skilled Technical Support Engineer to join our growing team remotely in the US. As a Technical Support Engineer, you will provide technical support to customers and end-users by identifying, diagnosing, and resolving software and hardware issues. You will also work closely with other teams to escalate and resolve complex technical issues.

Compensation: $28.85/hour

What You Will Do:

• 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 You'll Need to Have:

• Spanish bilingual preferred.
• 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.

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.