[Remote] B2B Technical Support Engineer (US, Costa Rica & Canada Remote)

Note: The job is a remote job and is open to candidates in USA. Malwarebytes is a cybersecurity company focused on protecting devices from threats. They are seeking a Technical Support Engineer to provide technical assistance to customers, diagnose and resolve issues, and collaborate with other teams to enhance customer support. Responsibilities 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 Ability to work flexible hours, including evenings Rotational weekend shifts are required 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 Spanish bilingual preferred Bachelor's degree (preferred but not required) in computer science, Information Technology, or related field, or equivalent work experience Benefits Comprehensive medical, dental, and vision insurance coverage Employee Referral Bonus Program Wellness programs 401k and employer matching for (US Employees) Comprehensive Time Off policy Company Overview Malwarebytes is a cybersecurity company that protects against and removes ransomeware, spyware, adware, viruses, and other malware. It was founded in 2008, and is headquartered in Santa Clara, California, USA, with a workforce of 501-1000 employees. Its website is