Technical Support (Cybersecurity/EDR)
Kaseya is seeking a skilled and customer-focused Technical Support Engineer to join our Global Support Organization, supporting Datto EDR and Antivirus (AV) solutions. This role is responsible for delivering world-class technical assistance to partners and customers by troubleshooting endpoint detection, threat actioning, and antivirus-related issues in dynamic IT environments.
Key responsibilities include providing second and third-level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to partners across the globe. The role involves troubleshooting endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows. Additionally, the engineer will investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents, analyze logs and system behavior to identify root causes, and collaborate with various teams to escalate and resolve complex issues.
The ideal candidate should have over 5 years of experience in technical support and cybersecurity support, with at least 2 years specifically in cybersecurity support. Hands-on experience with endpoint security, EDR, or antivirus platforms is essential. A strong understanding of Windows operating systems, networking fundamentals, cybersecurity principles, and experience analyzing system logs and security alerts is required. Familiarity with scripting, preferably PowerShell, for troubleshooting and automation, along with excellent written and verbal communication skills, is also necessary. CompTIA A+ or CompTIA Security+ certifications are preferred.
Kaseya offers a competitive compensation package, including benefits and perks designed to support the well-being and professional growth of its employees. The company fosters a dynamic and collaborative work environment, providing opportunities for career advancement and skill development. Joining Kaseya means becoming part of a team dedicated to delivering exceptional IT management and security solutions to a global clientele.