Job Title: Sr. Analyst, GTM Strategy & Operations
Location: Medellin, CO

Kaseya is seeking a skilled and customer-focused Technical Support Engineer to join our Global Support Organization, supporting Datto EDR and Antivirus (AV) solutions. This role is responsible for delivering world-class technical assistance to partners and customers by troubleshooting endpoint detection, threat actioning, and antivirus-related issues in dynamic IT environments

We are looking for a professional who has hands-on experience supporting EDR solutions (preferably Datto EDR), including agent deployment and lifecycle management, health and communication troubleshooting, and alert investigation. Strong understanding of AV, AM, EDR, and MDR concepts, and how Datto EDR differs from traditional antivirus. Proven ability to analyze malware, ransomware, and suspicious behavior alerts, distinguish true vs. false positives, manage endpoint isolation and recovery, resolve policy or firewall conflicts, and validate ransomware rollback and recovery outcomes.

The ideal candidate combines strong endpoint security knowledge with excellent communication skills and a passion for helping customers succeed.

Key Responsibilities

• Provide second/ third level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to our partners across the globe
• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows
• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents
• Analyze logs, diagnostic outputs, and system behavior to identify root cause
• Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues, volume drivers, and product improvement opportunities
• Document troubleshooting steps, solutions, and knowledge base articles
• Assist customers with best practices for endpoint security configuration and optimization
• Participate in on-call rotations as required

Required Qualifications

• 5+ years of experience in technical support and cybersecurity support (if combined, at least 2 years of cybersecurity support experience)
• Hands-on experience with endpoint security, EDR, or antivirus platforms
• Strong understanding of:
  • Windows operating systems (desktop and server)
  • Networking fundamentals - Familiarity with networking protocols, security configurations, firewalls, and system administration
  • Cybersecurity principles – Ransomware and Malware behavior and remediation techniques
  • Modern threat landscape
  • Fundamentals of Endpoint Security
  • Endpoint Detection and Response
• Experience analyzing system logs and security alerts
• Familiarity with scripting (PowerShell preferred) for troubleshooting and automation
• Excellent written and verbal communication skills
• Ability to manage multiple cases in a fast-paced, global support environment
• CompTIA A+ or CompTIA Security+ certifications. (Security+ preferred)
• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.
• Experience with remote support tools and methodologies.

Preferred Qualifications

• Experience with Endpoint Detection and Response, Antiviruses, Firewalls, Policies and Exclusions
• MSP (Managed Service Provider) experience
• Security certifications (Security+, CySA+, CEH, or similar)
• Experience with SOC workflows
• Experience with OpenSearch, Kibana, Splunk, Grafana, Wireshark
• Understanding performance indicators of the operating system
• Knowledge of macOS endpoint security (a plus)

Key Competencies

• Customer-first mindset
• Analytical problem-solving skills
• Strong documentation habits
• Ability to explain technical concepts clearly to non-technical stakeholders
• Team collaboration across global regions
• Ability to multi-task in a fast-paced environment

What Success Looks Like

• Meet and/ or exceed support KPI targets as defined by support leadership
• Accurate, thorough case documentation
• Efficient resolution of endpoint security incidents
• Proactive identification of product or documentation gaps
• Trusted technical advisor to partners and customers

#IND525

About the team

The Go-To-Market Team is responsible for ensuring customers realize measurable value from the automation we deploy. From pre-deployment coordination through onboarding and long-term engagement, the team drives adoption, strengthens relationships, and ensures customers achieve meaningful operational outcomes.

Customer Success serves as the connective tissue between customers and internal teams, ensuring expectations are clear, communication is proactive, and execution is coordinated. The team also captures customer feedback and insights to continuously improve the product, delivery experience, and long-term customer outcomes.

About the role:

As a Sales Development Representative, you will serve as the front line of pipeline generation. You will identify, engage, and qualify manufacturing prospects, helping translate market interest into meaningful sales conversations.

This is a high-visibility, performance-driven role with clear impact on company growth. You will work closely with Sales and Marketing to drive top-of-funnel momentum while building the foundation for a long-term career in sales. 

As Sales Development Representative, you will

• Identify and prospect target manufacturing accounts across SMB, mid-market, and enterprise segments
• Generate marketing qualified leads and schedule meetings for Account Executives
• Follow up on inbound interest from form submissions, webinars, trade shows, and campaigns
• Build outbound prospecting lists and execute multi-channel outreach via phone, email, and social platforms
• Monitor website engagement and identify high-intent prospects for proactive outreach
• Create and test outreach sequences to improve response and conversion rates
• Leverage tools including HubSpot, Salesforce, LinkedIn, and ZoomInfo to manage outreach and pipeline
• Collaborate closely with Sales and Marketing to align messaging and improve campaign effectiveness
• Maintain disciplined activity tracking and CRM hygiene

What makes you a great fit:

• 1–2 years of success in a structured outbound sales or business development environment
• Demonstrated ability to meet or exceed activity and pipeline KPIs
• Comfort communicating with Director, VP, and C-level stakeholders via phone and email
• Process-oriented mindset with strong attention to detail
• Ability to operate effectively in a fast-paced, high-growth environment
• Strong internal motivation and desire to build a long-term sales career
• Collaborative team player with a competitive drive
• Excellent English language skills (verbal, written)

Bonus points if you have:

• Experience selling into industrial automation, manufacturing, or other B2B industrial environments

Compensation: Compensation for this remote contractor role will be determined based on the scope of work, level of responsibility, and the contractor’s experience. The final compensation structure will be outlined in the independent contractor agreement.

Our Total Rewards

At Formic, we believe people do their best work when they feel supported both professionally and personally. For international consultants, we offer a focused set of benefits and engagement perks designed to support flexibility, ownership, and impact, including:

• Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
• Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
• Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
• Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy

Compensation Philosophy

Formic’s pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage within each local market. Equity represents a meaningful part of our mutual investment: when Formic succeeds, so do you.

Final offers are customized based on experience, geographic location, and local market considerations, along with a candidate’s preferred balance of cash and equity. Our goal is to attract and reward top talent who will have significant impact, and we are open to thoughtful discussions to align on the right structure.

#LI-MB1

About the Role

The Sales Solution Engineer is a key professional supporting the VTEX Sales team by leveraging strong technical and multifunctional skills. They maintain close collaboration with development and professional services teams to stay updated on the platform's capabilities. Their role involves highlighting business benefits to prospective customers, defining project scopes, creating technical proposals, and ensuring scalability in solutions. This team serves as both the backbone and driving force of the Sales team, focusing on sales planning and understanding partner needs to deliver effective, tailored solutions.

*For this position you are required to attend the office 4 days a week (Monday - Thursday), and remote work on Friday. 

Job requirements

• 3+ years of experience at Solution Engineer/Pre-sales Engineer/Customer Success or similar roles;
• Proven experience managing enterprise-level customer accounts.
• You have experience in developing working relationships across all levels of management, internally and externally;
• You can work multi-functionally with colleagues and managers, internally and externally;
• You can translate complexity into action plans and communications;
• You possess excellent communication and presentation skills, capable of quickly establishing audience confidence.
• You translate the customers' needs into business and architectural solutions;
• You have a tech & math mindset, providing simple solutions to complex problems;
• You are fluent in English (written & speaking).

Nice to have: 

• You have deep knowledge of technologies such as HTML, XML, JavaScript, CSS, React, GraphQL, Node.
• Leveraging AI and automation to optimize core pre-sales processes, streamlining tasks and enhancing overall functional efficiency.

About VTEX

Benefits

• Family Day
• Transportation Allowance 
• Meal Allowance
• Health Insurance + Travel Insurance
• Dental Insurance
• Life Insurance
• Dotación

Associate Project Manager 

WHAT YOU’LL DO: 

Join our professional services team implementing cutting-edge technology across our IT Complete solutions suite. Activities include meeting with customers to define and document business requirements, translating requirements into a project plan, allocating resources, setting milestones, driving progress, and reporting effectively. The Associate Project Manager will communicate effectively with the customer to ensure efficient and successful delivery of the completed customer’s onboardings and implementation. If you are an overachiever passionate about customer experience who thrives in a fast-paced environment, we want to speak with you. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Oversee resource schedules and coordinate updates to maximize productivity. 

• Responsible for complex or high-value multi-product implementation projects. 

• Follow up and participate in establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the organization 

• Lead effective project discovery by thoroughly analyzing customer needs, timelines, and business requirements. 

• Understand the context of the customer and align projects, software tools and implementation to their requirements. 

• Work hand by hand with implementation consultants, product and support teams to move projects forward. 

• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence 

• Create and maintain documentation, including business, system, and functional requirements, process flows, status reports, and configuration worksheets. 

• Own your projects, and closely monitor each task and dependencies to deliver each project on time and within the required KPIs. 

• Lead customers, project plans and tasks, assign effort, assign hours, monitor and report on key project KPIs to stakeholders internal and external. 

• Complete projects and assignments on time and within budget, while ensuring high levels of customer satisfaction. 

• Achieve internal KPIs for utilization, CSAT, scope, schedule, quality, and overrun. 

• Initiate and maintain strong customer relationships and be a reliable and trusted adviser. 

• Other duties as assigned 

WHAT YOU’LL BRING 

• Understanding of the Project Management Institute (PMI) framework or similar. 

• Excellent organization, communication, customer relationship and time management skills 

• Strong leadership, diplomatic, and motivational skills. 

• Effective resource planning and risk management skills. 

• Excellent communication, interpersonal and writing skills 

• Demonstrate sound judgment, problem-solving, and decision-making skills. 

• Anticipate and understand the impact of decisions on the project and customer success. 

• Self-motivated, decisive, and able to adapt to change and competing demands. 

• Business Analyst skills 

• Customer relationship management focus 

REQUIRED EXPERIENCE:  

• 2+ years managing and delivering customer-facing projects 

• 2+ years of experience working with business stakeholders within a cross-functional matrix environment 

• Strong background in Software Implementation 

PREFERRED EXPERIENCE 

• Project Management Certification: PMP, CAPM, Project+, or similar. 

• Salesforce experience 

• Bachelor’s degree or higher; minor or advanced degree in business/STEM or equivalent experience. 

• Advanced Microsoft Excel skills like pivot tables, reporting, macros. 

• Managerial experience in deploying software solutions a plus. 

• Experience with emerging cloud, hosting, and web technologies. 

Join the Kaseya growth rocket ship and see how we are #ChangingLives ! 

Job Description 

To enhance the global services team, we are hiring an Associate Service Consultant with strong and proven customer experience in the IT market to be based in our Medellin, Colombia office.  This position is responsible for successful consulting project delivery in support of both internal and external customers. This role can take on many aspects from acting as a technical lead for solution implementations to providing best industry practices to customers on new products for their business. This role will work closely with Project Management to support all consulting services, as well as Product Management and Support to provide best in class service for our customers. A successful candidate is expected to maintain a professional, courteous and customer service focused attitude at all times.  
 
If you are an overachiever with proven Information Technology experience who thrives in a fast-paced environment, we want to speak with you. 

Experience/Qualifications 

• 1+ years applicable experience managing technology implementations utilizing software tools 

• 1+ years of MSP Experience preferred 

• Knowledge of CRM, ERP, PSA and RMM software and markets 

• Good Knowledge of Windows Operating Systems and Active Directory 

• Proficient Microsoft Windows Server and patch management best-practice skills   

• Experience with Routing, Switching, & Firewall/Edge technologies    

• Working knowledge of Virtualization solutions such as VMware, Hypervisor  

Responsibilities 

• Provide timely and efficient consulting and process integration services to new SMB partners using Kaseya's IT Complete Suite of solutions 

• Serve as the primary technical contact throughout the entire implementation process. 

• Manage multiple partner implementation projects while providing both high-level and detailed implementation consulting. 

• Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests. 

• Define product specifications for the partner and end-users’ installation. 

• Respond to partner inquiries and direct the resolution of outstanding issues. 

• Monitor partner use and adoption of the software throughout the implementations 

• Work alongside internal teams including Tech Support, Partner Success and Sales to elevate our partner’s experience. 

• Other duties as assigned. 

Non-Technical Skills Requirements 

Excellent oral, written communication and presentation skills using products such as PowerPoint and Excel.  

Strong attention to detail with data-centric approach 
Self-motivated, decisive, with the ability to adapt to change and competing demands. 
Proven team player 
Demonstrate the ability to present complex technical material to both technical and non-technical customers. 

Preferred Skills / Certifications 

Bachelor’s degree in computer science or equivalent experience 

• Respond to and qualify inbound leads generated through marketing campaigns, events, and web inquiries
• Conduct discovery conversations to understand prospect needs, buying intent, and fit for our solutions
• Prioritize and follow up on inbound requests with speed, accuracy, and professionalism

• Execute outbound prospecting efforts via phone, email, and social channels to targeted accounts and personas
• Leverage approved sequences, messaging, and talk tracks to generate interest and meetings
• Proactively identify and engage net-new prospects aligned to our ideal customer profile

• Book qualified discovery meetings for Account Executives and ensure accurate documentation of prospect context, pain points, and goals
• Clearly articulate qualification details and next steps during opportunity handoff to Sales
• Maintain clean and accurate lead and activity records in CRM to support forecasting and pipeline visibility

• Partner with Sales, Marketing, and RevOps to align on campaign follow-up, targeting strategy, and lead flow
• Participate in coaching, call reviews, and ongoing enablement to improve conversion rates
• Provide feedback on lead quality, messaging effectiveness, and common prospect objections

• Number of qualified meetings booked and accepted by Sales
• Inbound lead response time and conversion rates
• Outbound activity and meeting conversion efficiency
• Data accuracy and consistency in CRM
• Contribution to overall pipeline creation and revenue outcomes

• 0–2+ years of experience in sales development, inside sales, or a customer-facing role (B2B preferred)
• Strong communication skills with the ability to engage senior-level stakeholders (Must speak English & Spanish with Portuguese as an added bonus) 
• Comfortable with high-volume outreach and structured sales motions
• Coachable, process-driven, and motivated by measurable goals
• Experience using CRM and sales engagement tools (e.g., Salesforce, Outreach, Sales Navigator) preferred

• Clear career path into Account Executive or Account Management roles based on performance
• Structured onboarding, training, and ongoing coaching
• Exposure to enterprise sales processes and solutions
• Collaborative, performance-driven sales culture

To enhance the global services team, we are hiring a Service Consultant with strong and proven customer implementation experience in the IT market to be based in our Medellin, Colombia office.  This position is responsible for successful consulting project delivery in support of both internal and external customers. This role can take on many aspects from acting as a technical lead for solution implementations to providing best industry practices to customers on new products for their business. This role will work closely with Project Management to support all consulting services, as well as Product Management and Support to provide best in class service for our customers. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude at all times. 

If you are an overachiever with proven Information Technology experience who thrives in a fast-paced environment, we want to speak with you.

Experience/Qualifications

• 3+ years applicable experience managing technology implementations utilizing software tools
• 1+ years of MSP Experience preferred
• Knowledge of CRM, ERP, PSA and RMM software and markets
• Good Knowledge of Windows Operating Systems and Active Directory
• Proficient Microsoft Windows Server and patch management best-practice skills  
• Experience with Routing, Switching, & Firewall/Edge technologies   
• Working knowledge of Virtualization solutions such as VMware, Hypervisor 

Responsibilities

• Provide timely and efficient consulting and process integration services to new SMB partners using Kaseya's IT Complete Suite of solutions (including PSA, RMM, IT Glue, and Security)
• Serve as the primary point of contact throughout the entire implementation process.
• Manage multiple partner implementation projects while providing both high-level and detailed implementation consulting.
• Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests.
• Define product specifications for the partner and end-users installation.
• Respond to partner inquiries and direct the resolution of outstanding issues.
• Monitor partner use and adoption of the software throughout the implementations
• Help scope implementation and professional services engagements in conjunction with the sales team.
• Work alongside internal teams including Tech Support, Partner Success and Sales to elevate our partner experience.
• Other duties as assigned.

Non-Technical Skills Requirements

Excellent oral, written communication and presentation skills using products such as MS PowerPoint, Excel, Project Plans
Strong attention to detail with data-centric approach to key success factors
Self-motivated, decisive, with the ability to adapt to change and competing demands.
Proven team player
Demonstrated experience with Salesforce and Power Bi reporting strongly preferred.
Solid understanding of the Security software solutions market for the MSP and SMB customer personas
Demonstrate the ability to present complex technical material to both technical and non-technical customers.

Preferred Skills / Certifications

Bachelor’s degree in computer science or equivalent experience

What we are Looking for: 

A passionate team player who loves challenges and is technically minded. Ideal candidates will have strong customer service experience and excellent communication skills and have experience support business level end users and applications. The role will also have a working knowledge of desktop support, Microsoft domain environments, Google Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office. Must have creative problem-solving skills with a willingness to speak up and ask questions. Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

This position is 100% in-office at our brand-new location in Medellin, Colombia.

WHAT YOU’LL DO:

A Kaseya Help Desk Analyst should have strong and proven customer service experience. The role will build and expand upon our professional and quality technical support service provided to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers.

You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to respond to, and diagnoses incidents through discussions with users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Perform incident triage and escalate or resolve based upon incident scope.

· Build ongoing relationships with customers.

· Answer incoming support inquiries via various channels (chat, phone, email, etc.)

· Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.

· Assist in interdepartmental projects to ensure target deliverables are met.

· Develop a strong understanding of Internal and customer requirements and processes.

· Improve, evolve, maintain, and follow documented runbooks.

· Work with leadership to improve skill sets and career development opportunities.

· Keep up to date with knowledge base articles and other technical-related documentation.

· Manage multiple tasks in a fast-paced environment with competing priorities.

· Perform all other duties as assigned.

WHAT YOU’LL BRING:

· Associates degree in Information Technology preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.

· 2 to 3 years of experience supporting End Users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent preferred.

· Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.

· IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred.

· Excellent written and spoken communication, motivated, and organized.

· You have a great customer-oriented attitude and are motivated, coachable, and competitive, and want a successful career in the IT space.

· Must be able to work in a fast-paced environment.

· Must pay attention to detail.

YOUR REWARD:

Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!

Our benefits package includes:

· 100% Health premiums covered for employees (Medical, Dental, Vision)

· Company paid Life and disability insurance.

· HSA Account contribution up to $2,000

· 401k with match

· Paid Holidays and generous PTO.

· Fun and exciting work environment

Kaseya is looking for an experienced, trilingual Solutions Engineer to join our rapidly growing Medellín hub. In this role, you will be a technical leader supporting the Sales team across both the LATAM and North American (NAM) markets. You will focus on delivering compelling technical demonstrations and guiding prospective customers through the value of the Kaseya "IT Complete" technology stack.

As a key member of the pre-sales organization, you will partner closely with Account Executives to understand complex customer challenges and position Kaseya’s solutions through technical discovery, solution design, and deep-dive demonstrations. While this role supports the broader platform, experience with PSA (Professional Services Automation) or RMM (Remote Monitoring and Management) solutions is highly beneficial.

Most customer engagement occurs through virtual platforms like Zoom and Microsoft Teams, though there are opportunities for travel within the LATAM and NAM regions for industry events and key customer meetings.

Key Responsibilities

• Demonstrate Value: Design, prepare, and deliver high-impact technical demonstrations showcasing the Kaseya technology platform.
• Strategic Partnership: Partner with Sales Executives to identify specific customer pain points and engineer tailored technical solutions.
• Full Pre-Sales Lifecycle: Support the process from initial discovery and product demos to proof-of-concept (POC) coordination and technical validation.
• Technical Advocacy: Confidently address technical objections and solution architecture questions throughout the sales process.
• Validation: Work directly with customers to evaluate solutions and ensure successful technical validation during POC phases.
• Documentation: Support the creation of technical responses for RFI/RFP submissions, proposals, and solution documentation.
• Product Expertise: Maintain expert-level knowledge across the Kaseya portfolio, including automation, security, backup, and endpoint management.
• Internal Feedback: Act as the "voice of the customer" by providing field feedback to product and engineering teams to influence future strategy.

Ideal Candidate

• Trilingual Expertise: Fluency in English, Spanish, and Portuguese is required to effectively support our diverse customer base across NAM and LATAM.
• Proven Experience: Demonstrated background in a Sales Engineer, Solutions Engineer, or Technical Pre-Sales role.
• Communication Master: Proven ability to demonstrate technical products and clearly articulate value to both technical (IT Admins) and business (CTO/CEO) stakeholders.
• Domain Knowledge: Familiarity with the MSP (Managed Service Provider) ecosystem, including tools such as PSA, RMM, security, and backup platforms.
• OS Proficiency: Strong experience working in Windows environments, with a functional understanding of macOS and Linux.
• Mindset: Curious, proactive, and passionate about learning new technologies and solving complex customer challenges.
• Location: Must be able to work fully in-office at our Medellín location.

Kaseya is seeking a skilled and customer-focused Technical Support Engineer to join our Global Support Organization, supporting Datto EDR and Antivirus (AV) solutions. This role is responsible for delivering world-class technical assistance to partners and customers by troubleshooting endpoint detection, threat actioning, and antivirus-related issues in dynamic IT environments

We are looking for a professional who has hands-on experience supporting EDR solutions (preferably Datto EDR), including agent deployment and lifecycle management, health and communication troubleshooting, and alert investigation. Strong understanding of AV, AM, EDR, and MDR concepts, and how Datto EDR differs from traditional antivirus. Proven ability to analyze malware, ransomware, and suspicious behavior alerts, distinguish true vs. false positives, manage endpoint isolation and recovery, resolve policy or firewall conflicts, and validate ransomware rollback and recovery outcomes.

The ideal candidate combines strong endpoint security knowledge with excellent communication skills and a passion for helping customers succeed.

Key Responsibilities

• Provide second/ third level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to our partners across the globe
• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows
• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents
• Analyze logs, diagnostic outputs, and system behavior to identify root cause
• Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues, volume drivers, and product improvement opportunities
• Document troubleshooting steps, solutions, and knowledge base articles
• Assist customers with best practices for endpoint security configuration and optimization
• Participate in on-call rotations as required

Required Qualifications

• 5+ years of experience in technical support and cybersecurity support (if combined, at least 2 years of cybersecurity support experience)
• Hands-on experience with endpoint security, EDR, or antivirus platforms
• Strong understanding of:
  • Windows operating systems (desktop and server)
  • Networking fundamentals - Familiarity with networking protocols, security configurations, firewalls, and system administration
  • Cybersecurity principles – Ransomware and Malware behavior and remediation techniques
  • Modern threat landscape
  • Fundamentals of Endpoint Security
  • Endpoint Detection and Response
• Experience analyzing system logs and security alerts
• Familiarity with scripting (PowerShell preferred) for troubleshooting and automation
• Excellent written and verbal communication skills
• Ability to manage multiple cases in a fast-paced, global support environment
• CompTIA A+ or CompTIA Security+ certifications. (Security+ preferred)
• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.
• Experience with remote support tools and methodologies.

Preferred Qualifications

• Experience with Endpoint Detection and Response, Antiviruses, Firewalls, Policies and Exclusions
• MSP (Managed Service Provider) experience
• Security certifications (Security+, CySA+, CEH, or similar)
• Experience with SOC workflows
• Experience with OpenSearch, Kibana, Splunk, Grafana, Wireshark
• Understanding performance indicators of the operating system
• Knowledge of macOS endpoint security (a plus)

Key Competencies

• Customer-first mindset
• Analytical problem-solving skills
• Strong documentation habits
• Ability to explain technical concepts clearly to non-technical stakeholders
• Team collaboration across global regions
• Ability to multi-task in a fast-paced environment

What Success Looks Like

• Meet and/ or exceed support KPI targets as defined by support leadership
• Accurate, thorough case documentation
• Efficient resolution of endpoint security incidents
• Proactive identification of product or documentation gaps
• Trusted technical advisor to partners and customers

#IND525

About the team:

The Fleet Operations Team drives uptime and operational performance across Formic’s growing fleet of deployed robotic systems. Working inside live manufacturing environments, the team diagnoses issues, restores production, and continuously improves system reliability at scale. Fleet Operations operates at the intersection of robotics, controls, and real-world factory execution, ensuring Formic’s automation delivers consistent, measurable performance across diverse industrial applications.

About the role:

As a Remote Service Coordinator, you will play a critical role in supporting the day-to-day execution of our Field Service organization. You will manage service scheduling, monitor customer site needs, triage inbound communications, and ensure the right technician is deployed at the right time.

You will serve as the first point of contact for inbound service calls, quickly gathering key context and routing issues to the appropriate field engineer or internal team. Success in this role requires strong organizational discipline, clear communication, and the ability to maintain clarity in a fast-moving environment with shifting priorities.

In this role you will:

• Answer inbound calls from customers and partners with professionalism and urgency
• Gather key context to determine whether the request requires technical support, service dispatch, or escalation
• Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability
• Log call details and follow-up items in ticketing, Slack, email, and CRM systems
• Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities
• Monitor incoming emails, alerts, and customer updates to identify risks and action items
• Track travel plans, site access windows, and technician availability to prevent gaps or overlaps
• Escalate urgent issues early when leadership visibility is required
• Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues
• Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates
• Escalate site delays, resourcing gaps, and repeat issues as needed
• Maintain documentation and standard work related to scheduling, call handling, and service workflows
• Partner with service leadership to improve tools, processes, and operational clarity
• Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution
• Track technician utilization, site coverage, and system downtime
• Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction

What makes you a great fit:

• 3-5 years of experience in service coordination, customer support, technical scheduling, or dispatch operations
• Experience supporting field service teams in automation, robotics, manufacturing, or industrial environments
• Comfort operating across multiple systems and communication channels simultaneously
• Fast, clear communicator with a calm and professional phone presence
• Advanced English proficiency (CEFR C1 or higher) required to confidently manage live customer calls and technical conversations

Compensation: Compensation for this remote contractor role will be determined based on the scope of work, level of responsibility, and the contractor’s experience. The final compensation structure will be outlined in the independent contractor agreement.

Our Total Rewards

At Formic, we believe people do their best work when they feel supported both professionally and personally. For international consultants, we offer a focused set of benefits and engagement perks designed to support flexibility, ownership, and impact, including:

• Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
• Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
• Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
• Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy

Compensation Philosophy

Formic’s pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage within each local market. Equity represents a meaningful part of our mutual investment: when Formic succeeds, so do you.

Final offers are customized based on experience, geographic location, and local market considerations, along with a candidate’s preferred balance of cash and equity. Our goal is to attract and reward top talent who will have significant impact, and we are open to thoughtful discussions to align on the right structure.