What are the responsibilities and job description for the Support Engineer position at Evo Security?
Who We AreEvo Security is transforming how small and medium-sized businesses secure their digital assets. Our cybersecurity platform empowers Managed Service Providers (MSPs) to protect their clients with enterprise-grade identity and access security—without enterprise complexity. As we continue to grow, we’re seeking a skilled Support Engineer dedicated to ensuring our MSP partners receive exceptional technical support and fast, effective issue resolution.Position OverviewThe Support Engineer is responsible for providing world-class technical support to our MSP partners as they use Evo Security’s platform. This role requires strong troubleshooting expertise, a deep understanding of MSP operational workflows, and experience supporting authentication, identity, and access management technologies. The ideal candidate is resourceful, detail-oriented, and passionate about helping partners quickly resolve issues so they can deliver outstanding service to their end customers.This position may be performed onsite at our Shelton, CT office or remotely. Key ResponsibilitiesServe as the front-line technical support resource for MSP partners using Evo Security’s products.Diagnose, troubleshoot, and resolve issues related to authentication, identity management, software deployment, and platform configuration.Provide clear, timely communication with partners on issue status, next steps, and resolution timelines.Escalate complex or product-related bugs to engineering, ensuring thorough documentation and replication details.Maintain detailed documentation of troubleshooting steps, solutions, and best practices to enhance internal and partner knowledge bases.Assist with platform testing, validation, and quality assurance when needed.Review and update Knowledge Base articles as necessary to ensure accuracy and clarity.Represent Evo Security in a professional, service-minded manner in support calls, ticket correspondence, and partner interactions.Qualifications2 years of experience providing technical support in an MSP or SaaS environment.Strong understanding of MSP operations and how MSPs support and manage their clients.Proven troubleshooting skills with the ability to quickly identify, analyze, and resolve complex technical issues.Familiarity with:Microsoft Server OSActive DirectoryWindows OSmacOSMicrosoft 365 / Azure / Entra IDMulti-Factor Authentication (MFA)Single Sign-On (SSO)Google WorkspacePowerShell ScriptingExcellent communication and interpersonal skills, with the ability to support both highly technical and non-technical users.Ability to document issues thoroughly and communicate solutions clearly.Experience with CRM, support ticketing, or remote troubleshooting tools (e.g., HubSpot, Zendesk, Zoom, RMM Tools or similar). Why Join Evo Security?Innovative Culture: Be part of a fast-growing company redefining security for small and medium-sized businesses.Professional Growth: Opportunities to grow your skills, advance your career, and deepen your cybersecurity expertise.Collaborative Environment: Work alongside a highly supportive team that values your insights and contributions.Competitive Compensation: Strong salary, benefits package, and flexibility to help you maintain work-life balance.Benefits and PerksComprehensive Health, Dental, and Vision InsuranceFlexible Paid Time Off (PTO) and Company HolidaysOpportunities for professional development and attending industry eventsRemote work flexibility with occasional travel for team meetings or events Powered by JazzHROcR6GBaCGH
Salary : $100,000 - $120,000