Software Support Specialist II (Security)

Overview

Software Support Specialist II (Security) helps ConnectWise partners diagnose, troubleshoot, resolve, and document product issues and questions.

What you'll do

• Assist partners with diagnosing and resolving product issues or questions.
• Research, analyze, and document support findings.
• Provide support via email, phone, chat, cases, and remote sessions.
• Maintain product/service knowledge and deliver high-quality support in each interaction.
• Identify and escalate trending issues, potential software defects, and urgent situations.
• Document partner interactions, troubleshooting, and results; report customer feedback to Engineering.
• Manage a queue of resolving support cases and review queues for junior team members.

What you'll need

• 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.
• Practical knowledge of the applicable work area.
• Strong customer service skills and strong written and verbal communication.
• Ability to multitask and adapt to new technology/processes as required.
• Ability to think proactively, remain self-motivated, and maintain strong attention to detail.

Details

• Location: PHL Remote.