AEM/AWP Support Rep - Tier II

Location: Albany | Rochester

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

You will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. You will be providing support for the Autotask software suite over the phone and in electronic communications. You will be responsible to answer system questions and troubleshoot to resolve or properly escalate all incoming support incidents. You will be expected to deliver the highest level of service in the industry. 

Primary Responsibilities:

  • Build ongoing relationships with customers
  • Answer system questions and provide workflow and best practices when necessary
  • Troubleshoot to reproduce and resolve, or escalate where appropriate, technical product issues as a Tier II line product specialist
  • Manage escalated customer issues as required
  • Staff the Help Desk per your schedule
  • Call customers as needed as you manage their incident, including setting expectations on confirmed defect
  • Work with team Tier I and Tier III reps to correct customer issues
  • Review potential defects for accuracy and ticket quality for submission to Tier III
  • Develop and maintain advanced knowledge of AEM/AWP products, integrations and the supporting technologies
  • Develop a product focus/specialization
  • Create articles for our customer facing knowledge base when related information is not present
  • Greater focus on issues that require advanced troubleshooting skills
  • Maintain the ticket backlog in accordance to the ongoing communication service level agreement
  • Coordinate training and act as mentor for Product Support Specialists Tier I
  • Identify areas where Product Support processes may be improved and work on internal projects as directed


  • Work a pre-scheduled company holiday(s) when needed
  • Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific technical knowledge in a fast paced, analytical and team-oriented environment
  • One or more years of Product Support Tier I or equivalent work experience
  • Must be able to utilize resources effectively to troubleshoot and resolve complex customer issues quickly
  • Experience managing and responding to multiple issues in the same time period
  • Computer literacy skills
    • File system basics
    • Operating system navigation
    • Conceptual network connectivity
    • Cloud computing
    • Internet and internet browser literacy
  • Strong understanding of Microsoft Windows operating system
  • An understanding of Apple Mac OSX/LINUX operating system(s)
  • Experience with RMM technologies preferred but not required
  • Some scripting skills would be advantageous; batch files, VB Script, Powershell, etc.
  • 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

Education Requirements:

  • Associates or Bachelors degree in Business Administration, Information Technology preferred, or equivalent experience


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.