[Hiring] Technical Support Engineer @Malwarebytes

Role Description

ThreatDown is looking for a highly technical, senior-level Technical Support Engineer to serve as the final tier of our technical support organization. As an L3 Technical Support Engineer, you will own our most complex customer issues, lead escalations and critical incidents through resolution, and act as the primary technical bridge between Support and Engineering. You will also raise the bar for the entire support team by performing quality assurance on Level 1 (L1) and Level 2 (L2) tickets and mentoring L1 and L2 engineers.

What You Will Do

• Serve as the final point of escalation within Support for complex, high-severity, and high-visibility customer issues escalated from L1 and L2.
• Manage customer escalations related to Support Engineering escalated tickets (CSS), keeping customers informed and driving issues to resolution.
• Proactively monitor the ticket queue, looking for opportunities to assist on L2 tickets and move them forward.
• Take ownership of and action L2 tickets for team members who are out of office to ensure continuity and avoid delays for customers.
• Take and work customer tickets directly as needed, including from the general support queue during high-volume periods, staffing gaps, or backlog spikes, to help the team meet SLAs.
• Lead critical incidents (e.g., service outages, widespread detection or agent issues, data or security-impacting events) from triage through resolution, including coordinating across Support, Engineering, Product, and Customer Success.
• Provide clear, timely status updates to customers and internal stakeholders, including executive-level audiences, throughout the life of an escalation or incident.
• Drive and contribute to post-incident reviews and root cause analyses (RCAs), and track corrective and preventive actions to completion.
• Participate in an on-call rotation, including weekend on-call shifts, to support 24/7 coverage for escalations and critical incidents.
• Act as the liaison between support agents and Engineering to confirm intended product behavior and seek troubleshooting guidance.
• Push CSS tickets forward by following up with engineers and developers to request updates and next steps.
• Relay updates from Engineering to the L1 and L2 teams so agents have the latest information on open issues, fixes, and workarounds.
• Work directly with R&D and engineering teams to reproduce, isolate, and validate bugs and product defects.
• Perform deep technical analysis (log review, memory/crash dump analysis, network captures, API and console behavior) to identify root cause and provide engineering with actionable, well-documented bug reports in JIRA.
• Advocate for the customer by assessing impact, prioritizing defects, and following issues through fix, validation, and release.
• Test and validate hotfixes, workarounds, and new builds before they are communicated to customers.
• Surface recurring issues, product gaps, and trends to Product Management and Engineering to drive long-term product improvements.
• Perform regular QA reviews of L1 and L2 tickets, evaluating technical accuracy, troubleshooting approach, documentation, adherence to process, and customer communication.
• Provide constructive, actionable feedback to L1 and L2 engineers and partner with Support leadership to identify coaching and training needs.
• Assist L1 and L2 agents with live troubleshooting through TechTalk, acting as a technical mentor and subject matter expert to help them build their skills.
• Develop and deliver technical training sessions on products, new features, and advanced troubleshooting techniques.
• Assist with maintaining and updating support training content so it reflects current product functionality and processes.
• Define and improve escalation criteria, troubleshooting workflows, and support processes to reduce unnecessary escalations and improve resolution times.
• Document support tickets and maintain accurate records of escalations, investigations, and resolutions in Zendesk and JIRA.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field, or equivalent work experience.
• 5+ years of experience in technical support, escalation engineering, or a related technical role, including 2+ years at an L2/L3 or escalation level, preferably in a B2B cybersecurity or SaaS environment.
• Expert-level troubleshooting and problem-solving skills, with the ability to work through ambiguous, complex issues methodically and independently.
• Strong working knowledge of Windows, macOS, and Linux operating systems, including internals, services, drivers, registry, event logs, and system performance analysis.
• Solid understanding of networking (TCP/IP, DNS, DHCP, HTTP/S, TLS, proxies, firewalls, VPNs) and experience with tools such as Wireshark.
• Hands-on experience with endpoint security technologies such as EDR, antivirus/anti-malware, MDR, or XDR, and familiarity with common threats, attack techniques, and remediation.
• Experience with cloud-based/SaaS platforms, REST APIs, and identity and access concepts (e.g., SSO, SAML, Active Directory/Entra ID).
• Ability to read and analyze logs, crash/memory dumps, and scripts; scripting experience in PowerShell, Bash, or Python.
• Proven experience managing escalations and critical incidents, including communicating with customers and senior stakeholders under pressure.
• Experience working directly with engineering teams on bug reproduction, defect tracking, and fix validation.
• Experience mentoring, coaching, or performing quality reviews for other support engineers.
• Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience with ticketing and issue-tracking systems, such as Zendesk and JIRA.

Benefits

• Comprehensive medical, dental, and vision insurance coverage.
• Employee Referral Bonus Program.
• Wellness programs.
• Comprehensive Time Off policy.
• An opportunity to do something great for yourself and the world!