Software Support Specialist II (Security)

Overview

Software Support Specialist II (Security) supports ConnectWise partners by diagnosing and resolving product issues or questions. The role troubleshoots, resolves, and documents issues in partnership with cross-functional teams.

What you'll do

• Assist partners with diagnosing issues with high attention to detail.
• Research, analyze, and document support findings.
• Provide partner support via email, phone, chat, cases, and remote sessions.
• Maintain product and services knowledge base to deliver quality support.
• Discuss operational challenges and evaluate business data to find improvement areas.
• Identify, escalate, and document trending and complex issues, including urgent attention.
• Manage a queue of resolving support cases and document interactions, troubleshooting, and results.

What you'll need

• 2+ years of relevant experience.
• Hands-on experience with SentinelOne, Bitdefender, and Remote Monitoring & Management (RMM) tools.
• Troubleshooting experience in Windows workstation and server environments.
• Ability to work independently on projects and processes with general supervision.
• Strong customer service skills and strong written and verbal communication skills.
• Ability to multitask and change focus quickly.
• Strong interpersonal skills and willingness to work with multiple cross-functional teams.

Nice to have

• Basic understanding of IT, Professional Services, CRM, and ERP markets.
• 1+ years of experience working in a technical service-oriented position.
• 1+ years troubleshooting Windows and Linux servers.

Details

• Location: Mumbai.