Enterprise Malware Removal Specialist

Remote - US

Malwarebytes believes that when people and organizations are free from threats, they are free to thrive. Founded in 2008, CEO Marcin Kleczynski had one mission: to rid the world of malware. Today, Malwarebytes has grown beyond malware remediation to ensuring cyberprotection for every one, providing device protection, privacy, and prevention solutions in the home, on-the-go, at work, or on campus. With threat hunters and innovators across the world, we want great people, like YOU, to join our team!

 

Malwarebytes is looking for..

As an Enterprise Malware Removal Specialist at Malwarebytes, you will be responsible for delivering exceptional, World Class service to our customers. As an individual contributor, you will work as a member of the Customer Success Support team, providing technical support to customers and enterprise partners, and ultimately drive complete resolution to each service request. All customer interactions are through phone, email, web, and chat. 

 

What You’ll Do:

  • Clear understanding of different forms of Malware and Virus infections to provide customers with safe remediation methods.
  • Assist customers with identifying, quarantine, and resolving malware infections.
  • Experience working with malware removal tools and security software, supporting Corporate & Enterprise customers to positive outcomes.
  • Research industry standards and understand current threat environment while helping develop new threat troubleshooting procedures.
  • Assigned projects including documentation review, beta product participation, product demos, and presenting technical forums.
  • Be a key contributor in providing training to support team members on Malware Removal Best Practices
  • Works as an additional resource beyond management for escalations and peer assistance.
  • Diagnose and solve complex software, and networking issues.
  • Create technical action plans for analyzing and resolving customer issues.
  • Works with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution.
  • Create clear and concise documentation in the form of case notes, technical tips, and knowledge base articles.
  • Provide technical assistance to internal and external customers and partners.
  • Participate and provide feedback to product design and technical reviews relating to new features and enhancements.
  • Document all customer interactions and resolutions in the existing case management and knowledge-based systems.
  • Use available support tools to diagnose and resolve product and technical issues.
  • Provided customer service support for billing, account, installation, and product support.

 

Skills You’ll Need to Have:

  • 5-8 years’ experience in a technical support malware removal role in enterprise environments
  • Ability to setup and test in an emulated/virtual environment, such as; VMWare, Virtual Box, Virtual PC
  • Proficient with windows domain and workgroup network infrastructures
  • Extensive experience with Windows PC and Server
  • Mac OS experience a plus
  • Proficient in Windows Command lines, scripting structure and syntax
  • Extensive experience removing Malware in enterprise environments
  • Customer Focused
  • Effective communication
  • Strong understanding of technical software products
  • Team and Collaborative Working
  • Excellent verbal and written English
  • Proficiency with Microsoft Office
  • Dependable time management skills
  • Excellent attention to detail
  • Quick learner
  • Excellent interpersonal skills
  • Ability to maintain a positive attitude in a fast paced work environment
  • Formal training on malware removal
  • Understanding of current consumer virus threat landscape
  • Shows independent and team leadership skills

 

Benefits and Perks:

  • An opportunity to do something great for yourself and the world
  • A great work environment that supports growth, development, and most importantly having fun!
  • Comprehensive medical, dental, vision, and life insurance coverage
  • Competitive salary and equity stock incentives
  • 401k + company match
  • Open Time Off Policy
  • Employee Referral Bonus Program
  • Wellness programs

 

#LI-Remote

Apply for Enterprise Malware Removal Specialist

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