Product Support Specialist Tier 1 - PSA

Location: Albany

Datto protects business data and provides secure connectivity for tens of thousands of the world’s fastest growing companies. Datto’s Total Data Protection solutions deliver uninterrupted access to business data on site, in transit and in the cloud. Thousands of IT service providers globally rely on Datto’s combination of pioneering technology and dedicated services to ensure businesses are always on, no matter what. Datto is headquartered in Norwalk, Connecticut and has offices in Monroe, Rochester, Boston, Portland, Toronto, London, Singapore, Sydney, Frankfurt, and Amsterdam. Learn more at

A Product Support Specialist Tier I - PSA will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. They will be providing support over the phone and in electronic communications. They will be responsible to answer system questions, and troubleshoot to resolve or properly escalate all incoming support incidents. They will be expected to deliver the highest level of service in the industry.

Essential Responsibilities:

  • Build ongoing relationships with customers
  • Answer system questions and provide workflow and implementation best practices when necessary
  • Staff the Help Desk phones
  •  Call customers as needed
  •  Build and maintain knowledge of new core features
  • Perform incident triage and first resolution
  • Maintain ownership of incidents until resolved or escalated for further research
  • Maintain the ticket backlog in accordance to the ongoing communication service level agreement
  • Create articles for our customer facing knowledge base, when related information is not present
  • Review potential defects for accuracy and ticket quality for submission to Tier II

Desired Skills & Experience:

  • Associates or Bachelor’s degree in Business Administration, Information Technology preferred, or equivalent experience
  • A demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment
  • 1-3 years’ of Product Support Specialist experience or related work experience
  • Experience managing and responding to multiple issues in the same time period
  • Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy
  • Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way
  • Ability to approach support issues from a training perspective when required

Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.


Autotask is not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee of Autotask about this opening. All resumes submitted by search firms/employment agencies to any employee at Autotask via-email, the Internet or in any form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of Autotask; no fee will be paid in the event a candidate is hired by Autotask as a result of the unsolicited referral or through other means.