Job description
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Job Title: Technical Support Engineer - L3 - Vonahi
Location: Orlando, Rochester, or Vancouver
Job Type: Full-Time
Job Summary:
We are seeking a highly skilled and experienced L3 Technical Support Engineer to join our team. As a Level 3 support resource, you will serve as a senior escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 support teams. You will work closely with customers, engineering teams, and product management to diagnose, troubleshoot, and resolve advanced technical problems in a timely and efficient manner.
Key Responsibilities:
Serve as the final escalation point for all high-impact and unresolved technical issues.
Analyze complex problems and identify root causes involving system configurations, infrastructure, integrations, or software bugs.
Collaborate with engineering and product teams to drive resolutions and implement long-term fixes.
Create and maintain detailed documentation for knowledge sharing, including runbooks, SOPs, and knowledge base articles.
Provide mentorship and guidance to L1/L2 support engineers, including training sessions and technical coaching.
Participate in on-call rotations for critical incidents and after-hours escalations.
Reproduce customer issues in lab environments to test fixes and validate solutions.
Escalate and track product defects or feature requests based on customer feedback.
Act as a customer advocate internally, helping prioritize issues that impact product quality or user experience.
Maintain detailed case notes and ensure timely updates and resolution in the support ticketing system.
Required Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
4–7 years of experience in technical support, system administration, or engineering roles.
Deep technical expertise in one or more of the following: networking, operating systems (Windows/Linux), cloud platforms (AWS, Azure, GCP), virtualization, databases, APIs, or security tools.
Strong knowledge of Cyber Security software applications, penetration testing, operating systems, and IT infrastructure.
Proven experience troubleshooting complex software or infrastructure issues.
Familiarity with support tools such as Jira, Zendesk, Confluence, ServiceNow, etc.
Excellent problem-solving and analytical skills.
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Preferred Qualifications:
Experience with scripting languages (PowerShell, Python, Bash, etc.).
Certifications such as CompTIA, Microsoft (MCSA/MCSE), AWS Certified Solutions Architect, Certified Ethical Hacker (CEH), or Cisco (CCNA/CCNP).
Experience supporting SaaS applications or managed service environments.
Familiarity with ITIL practices and service delivery processes.
Why Join Us:
Work on cutting-edge technologies with a collaborative and supportive team.
Opportunities for professional growth.
Competitive salary and benefits package.
Flexible working arrangements and remote work options.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
