About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
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
#IND525
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.
Skills Required
- 5+ years of experience in technical support and cybersecurity support
- Hands-on experience with endpoint security, EDR, or antivirus platforms
- Strong understanding of Windows operating systems, networking fundamentals, and cybersecurity principles
- Experience analyzing system logs and security alerts
- Familiarity with scripting (PowerShell preferred)
- CompTIA A+ or CompTIA Security+ certifications (Security+ preferred)
Kaseya Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kaseya and has not been reviewed or approved by Kaseya.
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Leave & Time Off Breadth — PTO is commonly described around 20–21 days per year plus standard holidays. Some indicate they can fully disconnect while on leave.
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Equity Value & Accessibility — Equity or option grants are available to many roles, offering potential upside beyond base pay. This exposure is presented as a meaningful component of total compensation for some roles.
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Affordable Benefits — The high‑deductible medical plan is described as having low or employer‑covered employee‑only premiums in some cases. This can reduce out‑of‑pocket costs for those who select the HDHP.
Kaseya Insights
What We Do
Kaseya is a premier provider of unified IT management and security software for managed service providers (MSPs) and small to medium-sized businesses (SMBS). Through its customer-centric approach, Kaseya delivers best-in-breed technologies that allow organizations to efficiently manage, secure and backup IT. Kaseya offers a broad array of IT management solutions, including well-known names: Kaseya, IT Glue, RapidFire Tools, Spanning Cloud Apps, ID Agent, Graphus, RocketCyber, TruMethods and Unitrends. These solutions empower businesses to command all of IT centrally, easily manage remote and distributed environments, simplify backup and disaster recovery, safeguard against cybersecurity attacks, effectively manage compliance and network assets, streamline IT documentation and automate across IT management functions. Headquartered in Miami, Florida, Kaseya is privately held with a presence in over 20 countries.
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