Product Support Specialist - AEM/AWP

Location: Richmond | UK

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 implementation best practices when necessary
  • Troubleshoot to resolve or properly escalate support incidents
  • Staff the Help Desk phones per your schedule
  • Call customers as needed as you manage their incident
  • Review potential defects for accuracy and ticket quality for submission to Tier II and III
  • Create articles for our customer facing knowledge base when related information is not present
  • Develop core knowledge of AEM/AWP (as assigned) product features and stay up to date with new features
  • Work with team Tier II and III reps to correct customer issues
  • Maintain the ticket backlog in accordance to the ongoing communication service level agreement
  • Recognize trends within reported issues and identify potential user concerns to determine a root cause and/or workarounds for customers


  • 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 business knowledge in a fast paced, analytical, and team-oriented environment
  • One or more years of technical customer service 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
  • Experience with Active Directory preferred but not required
  • 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
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.