Product Support Specialist Tier 1 - PSA

Location: Albany

At Datto our mission is to be a hero to the companies we serve, 24/7/365. Datto solutions safeguard businesses from IT disasters, human error, and malicious activity. With Datto defending business data, we promise our partners business continuity with uninterrupted access to data on-site, in transit, and in the cloud. Whether it's helping them over the phone or sending our Disaster Response Team to the rescue we are committed to keeping data safe, recoverable, and accessible. It's this commitment that has made us the world’s leading provider of MSP delivered IT solutions. Datto is headquartered in Norwalk, CT, with offices worldwide.

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.

A look inside the job:

  • 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

Does your profile include:

  • 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.

At Datto we believe YOU are our greatest strength!  We know that exceptional results rarely come from ordinary effort and our work hard, play hard attitude creates an atmosphere where you can do your life’s work. Be inquisitive! Be irreverent! Be bold! Datto believes in building a foundation that helps each other succeed. We are a team that respects and trusts each other and we do the right thing by putting our customers first. We also believe in work life balance. Go on a vacation using your unlimited time off. Sign up for a class on us with our education reimbursement program. Try that new gym everyone’s been talking about. We’ll help with our fitness reimbursement program. To see our full listing of open positions check out today!


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.