What are the responsibilities and job description for the Senior Technical Support Specialist position at threatlocker?
COMPANY OVERVIEW
ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.
POSITION OVERVIEW
We’re looking for a seasoned and reliable Level 3 Technical Support Specialist to join our team onsite. This role involves handling high-level technical issues incoming from our customers via live chat and ticket systems, owning escalations from Level 1 and 2 support, and participating in a scheduled on-call rotation. You’ll be the go-to expert for complex troubleshooting and will play a key role in keeping our systems and services running smoothly. Our Level 3 Technical Support Specialist are responsible for, but not limited to:
- Provide expert support through live chat and offline ticket systems, resolving advanced technical issues, this can be taking the chat when it first comes in or having chats escalated to you.
- Handle escalations from lower-tier support and act as a subject matter expert for complex problems.
- Participate in a structured on-call rotation to support after-hours incidents and service interruptions.
- Collaborate with cross-functional teams (Engineering, DevOps, Product) to resolve critical system and application issues.
- Identify recurring issues, propose long-term solutions, and drive continuous improvement in support operations.
- Maintain accurate documentation, knowledge base entries, and incident reports.
- Ensure SLA compliance for response and resolution timeframes.
ThreatLocker provides 24/7 support to our global clientele. Therefore, our Support Team is required to be on a rotating schedule to allow for quality support. Weekend and/or overnight work is required at times, however sufficient notice will be provided.
REQUIRED QUALIFICATIONS
Must-Have:
- 4 years of experience in IT support, systems administration, or a similar technical role.
- Strong troubleshooting and diagnostic skills across hardware, software, and network layers.
- Hands-on experience with support platforms and CRM.
- Solid knowledge of Windows and/or Linux environments. Experience with Mac
- Excellent written and verbal communication skills.
- Proven ability to work under pressure and adapt to changing priorities.
- Willingness and availability to be onsite full-time for shift work and take part in an on-call schedule.
Preferred Experience:
- Experience in a SaaS, MSP, or enterprise IT environment.
- Scripting or automation experience (PowerShell, Bash, Python).
- Relevant certifications (CompTIA, ITIL, Microsoft, AWS, etc.).
Interview Process:
Our interview process is designed to evaluate both your technical skills and your ability to communicate and troubleshoot effectively in real-world scenarios. It includes:
- Step 1: Technical Phone Interview
- An initial phone call with a senior team member to assess your experience, technical depth, and support mindset.
- Step 2: Product Demo Presentation
- You’ll be given access to our product, asked to familiarize yourself with it, and then present a demo back to us. This evaluates your technical understanding and communication clarity.
- Step 3: Onsite Troubleshooting Session
- A hands-on, in-office interview where you’ll work through simulated support issues to demonstrate your problem-solving process and real-time troubleshooting ability.
WORKING CONDITIONS
The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed.
- Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
- While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
- Must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.
