Technical Support (Cybersecurity product)

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.

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

We are looking for a professional who has hands-on experience supporting EDR solutions (preferably Datto EDR), including agent deployment and lifecycle management, health and communication troubleshooting, and alert investigation. Strong understanding of AV, AM, EDR, and MDR concepts, and how Datto EDR differs from traditional antivirus. Proven ability to analyze malware, ransomware, and suspicious behavior alerts, distinguish true vs. false positives, manage endpoint isolation and recovery, resolve policy or firewall conflicts, and validate ransomware rollback and recovery outcomes.

The ideal candidate combines strong endpoint security knowledge with excellent communication skills and a passion for helping customers succeed.

Key Responsibilities

• Provide second/ third level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to our partners across the globe

• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows

• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents

• Analyze logs, diagnostic outputs, and system behavior to identify root cause

• Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues, volume drivers, and product improvement opportunities

• Document troubleshooting steps, solutions, and knowledge base articles

• Assist customers with best practices for endpoint security configuration and optimization

• Participate in on-call rotations as required

Required Qualifications

• 5+ years of experience in technical support and cybersecurity support (if combined, at least 2 years of cybersecurity support experience)

• Hands-on experience with endpoint security, EDR, or antivirus platforms

• Strong understanding of:

• Windows operating systems (desktop and server)

• Networking fundamentals - Familiarity with networking protocols, security configurations, firewalls, and system administration

• Cybersecurity principles – Ransomware and Malware behavior and remediation techniques

• Modern threat landscape

• Fundamentals of Endpoint Security

• Endpoint Detection and Response

• Experience analyzing system logs and security alerts

• Familiarity with scripting (PowerShell preferred) for troubleshooting and automation

• Excellent written and verbal communication skills

• Ability to manage multiple cases in a fast-paced, global support environment

• CompTIA A+ or CompTIA Security+ certifications. (Security+ preferred)

• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.

• Experience with remote support tools and methodologies.

Preferred Qualifications

• Experience with Endpoint Detection and Response, Antiviruses, Firewalls, Policies and Exclusions

• MSP (Managed Service Provider) experience

• Security certifications (Security+, CySA+, CEH, or similar)

• Experience with SOC workflows

• Experience with OpenSearch, Kibana, Splunk, Grafana, Wireshark

• Understanding performance indicators of the operating system

• Knowledge of macOS endpoint security (a plus)

Key Competencies

• Customer-first mindset

• Analytical problem-solving skills

• Strong documentation habits

• Ability to explain technical concepts clearly to non-technical stakeholders

• Team collaboration across global regions

• Ability to multi-task in a fast-paced environment

What Success Looks Like

• Meet and/ or exceed support KPI targets as defined by support leadership

• Accurate, thorough case documentation

• Efficient resolution of endpoint security incidents

• Proactive identification of product or documentation gaps

• Trusted technical advisor to partners and customers

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.