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, please click here: Kaseya 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.
Technical Support Expert – Level 1 – Remote Monitoring and Management (RMM) Support
Full-Time Position
WHAT YOU’LL DO:
Join our dynamic team at Kaseya as a Technical Support Expert and become the driving force behind exceptional customer satisfaction. In this role, you will be at the forefront of innovation, collaborating with cutting-edge technologies and diverse clientele to ensure seamless operations and transformative user experiences. In this fast-paced environment, you will solve problems and propel Kaseya forward. You will play a critical role in assisting customers with any technical issues they encounter and ensure their success with our Kaseya 365 Endpoint, multi-software solution.
WHAT WE ARE LOOKING FOR:
An experienced technical support engineer working on the Remote Monitoring and Management team. You will report directly to the Technical Support Supervisor.
This position is 100% in office, based in our Orlando office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Respond to customer inquiries, troubleshooting requests, and technical issues across various communication channels, such as phone, chat, and ticketing systems.
- Diagnose and resolve technical problems by investigating issues related to product installation, configuration, usage, and compatibility.
- Work with internal teams to escalate and resolve complex technical issues that require further investigation.
- Create clear and concise documentation to help customers resolve issues and improve self-service resources.
- Engage in remote troubleshooting sessions, analyzing logs and diagnosing issues to identify potential technical challenges.
- Assist customers in configuring and optimizing the product to meet their specific needs and environments.
- Stay informed about product updates, industry trends, and best practices to provide relevant and effective support.
- Participate in on-call rotations to provide after-hours technical support for urgent customer issues.
- Contribute to the knowledge base by documenting common issues, solutions, and best practices to enhance team efficiency and customer satisfaction.
- Provide feedback to internal teams based on customer interactions to help improve the product.
WHAT YOU’LL BRING:
- Preferred bachelor’s degree in computer science, Information Technology, cybersecurity, a related field, or equivalent work experience.
- Proven experience in technical support or customer-facing roles, preferably in a cybersecurity or software company.
- Strong understanding of diagnosing and troubleshooting issues on Windows, and proficiency with macOS and Linux operating systems.
- Strong understanding of cybersecurity principles, antivirus, EDR software, and the modern threat landscape.
- Familiarity with networking protocols, security configurations, and system administration.
- Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.
- Exceptional communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences.
- Experience with remote support tools and methodologies.
- Relevant certifications such as CompTIA A+, Security+, Microsoft Fundamentals, or similar certifications are a plus.
- Ability to work independently and collaboratively in a fast-paced environment.
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.
