Technical Support Engineer

ThreatDown

. Respond to customer support requests via phone, email, or chat within response time targets .

Posted 10/7/2026full-timeSt. Petersburg • Florida • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and IT administration, with strong skills in Windows administration, troubleshooting, and customer communication. Capable of managing technical issues across various environments while providing training and maintaining documentation.

Highest-signal resume keywords

Technical Support ExperienceWindows Administration SkillsAntivirus and EDR KnowledgeExcellent Communication SkillsNetwork Protocol Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportWindows AdministrationEvent ViewerGroup PolicyLog AnalysisTroubleshootingActive DirectoryRMM ToolsIntuneNetwork Connectivity

Soft Skills

Written CommunicationVerbal CommunicationExpectation ManagementDe-escalation SkillsTeam Collaboration

Tools & Technologies

ZendeskVirtual EnvironmentAntivirus ProductsEDR Products

Industry Keywords

Technical Support RoleIT AdministrationBusiness CustomersSmall Business SupportMSP Support

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

Respond to customer support requests via phone, email, or chat within response time targets
Identify, diagnose, and resolve technical issues related to software, hardware, and network connectivity
Reproduce customer issues within a virtual environment
Gather logs, event data, and system information needed for investigation
Document support tickets and maintain accurate records of customer interactions and resolutions in Zendesk
Contribute to maintaining knowledgebase articles and internal SOPs based on recurring issues
Participate in regular team meetings to discuss technical issues and process improvements
Provide training and guidance to colleagues and customers on technical issues as needed
Support small business owners, IT specialists, and MSPs across Windows, macOS, and Linux environments
Assist with agent deployment, policy behavior, detections, and console access troubleshooting

Requirements

What you’ll need

1+ years of experience in a technical support role or IT administration role, ideally supporting business customers
Solid Windows administration skills including Event Viewer, Services, the Registry, Task Manager, and Group Policy
Conceptual understanding of antivirus and EDR products, including real-time protection, detections, exclusions, quarantine, and remediation
Comfort reading logs, reproducing issues, and explaining technical findings to IT administrators in plain English
Excellent written and verbal communication skills in English
Ability to manage expectations and de-escalate under pressure
Ability to work independently and as part of a team
Familiarity with network protocols, hardware, and software
Some familiarity with Active Directory, RMM tools, and Intune
Ability to work flexible hours, including evenings and weekends, as needed

Benefits

Comp & perks

Comprehensive medical, dental, and vision insurance coverage
Employee Referral Bonus Program
Wellness programs
401k and employer matching for (US Employees)
Comprehensive Time Off policy
Structured onboarding and regular coaching
An opportunity to do something great for yourself and the world!