Support Systems Administrator

Description

Here at Malwarebytes, we believe that when you’re free from threats, you’re free to thrive. It all started with one person who needed help with a malware infection, and a community coming together to find solutions. In that moment a product for everyone was born, with a mission to rid the world of malware. Since then, we’ve forged ahead into the world of cyberprotection, privacy, and beyond. We’re trusted by businesses large and small, and institutions like schools, hospitals, and governments. We’re powered by AI, and behavioralbased technology, and driven by hundreds of researchers, hunters, and innovators all committed to delivering the best cyberprotection available anywhere. Now, we’re looking for great people, like YOU, to join our team!

Malwarebytes is looking for…

Our growing Support organization at Malwarebytes is looking for an experienced Support Systems Administrator to join our Support Operations team. In this role, you will be responsible for maintaining, improving, and ensuring the proper functioning of our support tools, including ticketing system, help center and bots.

You will collaborate closely with Support management to analyze current workflows, identify areas for optimization, and implement solutions that improve efficiency and response times. Additionally, you will play a key role in monitoring the performance and reliability of support automation infrastructure, troubleshooting issues, and testing new features or tools to enhance the support experience for both the support team and customers.

What You’ll Do:

• Handle a variety of change and enhancement requests, from simple configuration adjustments to complex customizations with support systems.
• Triage and take ownership of system issues; manage, prioritize, and troubleshoot to ensure timely resolution.
• Actively identify issues or opportunities and suggest process, data, or technology solutions.
• Develop, maintain, and optimize bot systems and automation tools to enhance support efficiency and customer experience.
• Proactively analyze data to answer key questions from stakeholders, focusing on what drives business performance, and communicate areas for improvement in efficiency and productivity.
• Collaborate with crossfunctional teams to integrate bots into existing workflows and ensure smooth operation.
• Skills You’ll Need to Have:
  • Bachelor’s degree in Computer Science, Statistics, Mathematics, or equivalent experience.
  • 2+ years of experience as an Administrator of a CRM like Zendesk or Salesforce.
  • Strong problemsolving, analytical, and critical thinking skills.
  • Excellent communicator with the ability to convey complex ideas clearly and concisely to both technical and nontechnical audiences.
  • Strong attention to detail.
  • Experience with frontend development languages (HTML, CSS, JavaScript) and APIs is a plus
  • Benefits and Perks:
    • A great work environment that supports growth, development, and most importantly having fun!
    • Comprehensive medical, dental, and vision insurance coverage
    • 401k + company match
    • “Open Time Off” policy and numerous company holidays that support worklife balance
    • Employee Referral Bonus Program
    • Mental health support, fertility education assistance, financial and legal advisors, and parental leave
    • Onthespot colleague recognition programs
    • An opportunity to do something great for yourself and the world
    • Applicants have rights under the Federal Employment Laws:
      
      
      • Employee Polygraph Protection Act
      • Know Your Rights: Discrimination is Illegal
      • Family and Medical Leave Act (FMLA)