Tech Stack

Description

You will provide second/third level technical support for Datto EDR and antivirus solutions, troubleshooting endpoint detection, threat actioning, and security configuration issues for global partners. This role involves analyzing security alerts, collaborating with engineering and product teams, and helping customers optimize their endpoint security.

Requirements

• 5+ years in technical support and cybersecurity support (at least 2 years in cybersecurity)
• Hands-on experience with endpoint security, EDR, or antivirus platforms
• Strong understanding of Windows OS, networking fundamentals, and cybersecurity principles
• Experience analyzing system logs and security alerts
• Familiarity with scripting (PowerShell preferred)

Responsibilities

• Provide 2nd/3rd level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems
• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows
• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents
• Analyze logs, diagnostic outputs, and system behavior to identify root cause
• Document troubleshooting steps, solutions, and knowledge base articles