Senior Technical Support Specialist at Threatlocker

Orlando, Florida, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

CybersecurityIndustries

Requirements

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
Experience in a SaaS, MSP, or enterprise IT environment (preferred)
Scripting or automation experience (PowerShell, Bash, Python) (preferred)
Relevant certifications (CompTIA, ITIL, Microsoft, AWS, etc.) (preferred)

Responsibilities

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

Skills

Key technologies and capabilities for this role

Application AllowlistingRingfencingStorage ControlElevation ControlEndpoint Network ControlConfiguration ManagementOperational AlertTroubleshootingTechnical SupportTicket SystemsLive ChatCustomer EscalationsOn-Call RotationSLA ComplianceKnowledge Base Management

Questions & Answers

Common questions about this position

Is this position remote or onsite?

The position is onsite and requires full-time presence for shift work.

What is the salary for this Senior Technical Support Specialist role?

This information is not specified in the job description.

What are the must-have skills for this role?

Must-have skills include 4+ years of IT support or systems administration experience, strong troubleshooting across hardware, software, and networks, hands-on experience with support platforms and CRM, knowledge of Windows and/or Linux, excellent communication, ability to work under pressure, and availability for onsite shift work and on-call.

What is the work schedule like for this position?

The role involves a rotating schedule for 24/7 support, including weekend and overnight work at times with sufficient notice, plus participation in an on-call rotation.

What makes a strong candidate for this Senior Technical Support Specialist position?

A strong candidate has the must-have requirements like 4+ years in IT support, troubleshooting skills, Windows/Linux knowledge, and availability for onsite shifts and on-call, plus preferred experience in SaaS/MSP, scripting (PowerShell, Bash, Python), and relevant certifications.

Threatlocker

Provides enterprise cybersecurity software solutions

About Threatlocker

ThreatLocker offers enterprise security software that protects organizations from data breaches and cyber threats. Their main product, ThreatLocker Protect, blocks untrusted software and restricts applications from running unless explicitly allowed, effectively preventing ransomware and other malicious attacks. The company stands out with its fast customer support, typically responding in under 60 seconds, and its ability to help clients comply with various regulations. ThreatLocker's goal is to improve clients' cybersecurity posture while providing cost-effective solutions.

Maitland, FloridaHeadquarters

2017Year Founded

$295MTotal Funding

SERIES_DCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Risks

Increased competition from emerging cybersecurity startups could challenge ThreatLocker's market position.

Rapid workforce expansion may challenge ThreatLocker's company culture and operational efficiency.

Potential over-reliance on U.S. based support could be a risk in global expansion.

Differentiation

ThreatLocker specializes in Zero Trust endpoint protection and application whitelisting solutions.

Their U.S. based support team is known for quick response times under 60 seconds.

ThreatLocker Protect blocks untrusted software, preventing ransomware and malicious software exploits.

Upsides

ThreatLocker raised $115 million to drive R&D, support, and marketing efforts.

The cybersecurity market is expected to grow at a CAGR of 10.9% from 2023 to 2028.

Increased demand for Zero Trust security solutions boosts ThreatLocker's market potential.

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