Software Support Specialist II (Security)
Core
Provide technical support to partners for diagnosing and resolving product issues, specifically within security and remote management domains.
Role type
Mid-level IC software support specialist (security & RMM)
Builds
Partner success and product stability for ConnectWise's technology solution provider base
Domain
IT Services / Cybersecurity / Remote Monitoring & Management
Deliverable
client delivery
Required skills
SentinelOne, Bitdefender, Remote Monitoring & Management (RMM) tools, Windows workstation troubleshooting, Windows server troubleshooting, issue documentation, queue management, escalation handling
Preferred skills
Linux server troubleshooting, CRM, ERP, technical service-oriented experience
Technologies
SentinelOne, Bitdefender, RMM tools, Windows, Linux
Responsibilities
Interact with partners via email, phone, chat, and remote sessions to resolve product issues; research, analyze, and document findings; maintain and contribute to knowledge base articles; identify and escalate trending issues and software defects; manage a queue of support cases; provide guidance to junior team members; communicate new release features to partners.
Seniority
Mid-level, hands-on IC