Technical Support Engineer (Security & Endpoint)
We are looking for a highly skilled Technical Support Engineer to provide expert-level assistance for our core security suites and endpoint management platforms. You will be the primary point of contact for resolving complex configuration issues, troubleshooting system performance, and maintaining a robust security posture across diverse environments.
Primary Responsibilities
- Platform Support: Provide high-level technical assistance for Datto RMM, VSA 9 & 10, and Datto EDR/AV, focusing on resolving the top volume drivers for these tools.
- Multi-OS Troubleshooting: Support a wide range of environments including Windows Servers (2016–2022), Windows 10/11, and macOS (Sonoma, Sequoia, and Tahoe).
- Security Operations: Manage AV/AM/EDR/MDR tools, configure Windows Firewall rules/exclusions, and perform threat analysis using SIEM and Microsoft Defender XDR.
- Identity & Threat Monitoring: Support ID Agent, SaaS Alerts, and RocketCyber to mitigate risks related to phishing, the Dark Web, and unauthorized account activity.
- Network & Infrastructure: Troubleshoot core protocols (TCP/IP, DNS, DHCP, SNMP) and ensure secure connectivity through SSL/TLS and certificate management.
- Systems Administration: Manage Active Directory, oversee Patch Management best practices, and use SQL queries to analyze and report on system health.
Technical Requirements
- Security Stack: Datto RMM, VSA 9/10, Datto EDR/AV, RocketCyber, SaaS Alerts, and ID Agent.
- Operating Systems: Windows Server 2016-2022; Windows 10/11; macOS 14, 15, & 26 (Tahoe).
- Networking & Connectivity: VLAN, NAT, SMTP, HTTP/HTTPS, and Encryption (SSL/TLS).
- Cybersecurity Concepts: SIEM, Signature Analysis, Threat Analysis, and Firewall Management.
- Database & Admin: Active Directory, Patching Best Practices, and ability to read/write Microsoft SQL queries.
Qualifications
- Diagnostic Expert: Proven ability to troubleshoot Application and System Performance issues in real-time.
- Security-First Mindset: Deep understanding of OS security concepts, encryption keys, and the modern threat landscape.
- Technical Versatility: Comfortable moving between Windows Administration, macOS support, and Network-level troubleshooting.
- Communication: Ability to explain complex networking and security configurations clearly to stakeholders.
