Technical Support Engineer
Technical Support Engineer
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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. Kaseyas bestinbreed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong doubledigit growth over the past several years and is backed by Insight Venture Partners a leading global private equity firm investing in highgrowth 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 awardwinning solutions go to and for more information on Kaseyas 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. We have achieved record levels of success being BOLD being GRITTY being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers and the betterment of their careers and longterm financial wealth.
WHAT WE ARE LOOKING FOR:
Kaseya is seeking a talented and enthusiastic Technical Support Engineer to join our elite team. As a Technical Support Engineer at Kaseya you will play a crucial role in delivering topnotch support ensuring our clients business critical operations are protected and they can recover swiftly from any unforeseen disruptions.
WHAT YOULL DO:
As a Technical Support Engineer at Kaseya you will be the ultimate lifeline for businesses navigating through unforeseen challenges. Your primary mission will be to ensure that our clients vital systems remain operational protected and swiftly recoverable in the face of disasters cyberattacks or any disruptive events. With your expertise and passion for problemsolving youll play a pivotal role in keeping businesses running smoothly and securely.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Perform incident triage and maintain ownership until resolved or escalated for further research.
Build ongoing relationships with customers.
Answer incoming support inquiries via various channels (Chat phone email etc.
Continuously maintain ticket backlog recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support. Assist in interdepartmental projects to ensure target deliverables are met.
Develop a strong understanding of Kaseya customer requirements and processes.
Work with leadership to improve skill sets and career development opportunities.
Keep up to date with knowledge base articles and other productrelated documentation.
Manage multiple tasks in a fastpaced environment with competing priorities.
Perform all other duties as assigned.
WHAT YOULL BRING:
35 years of Technical Support experience in the SaaS or Software industry.
Career experience in the Managed Service Provider (MSP) or MidMarket Enterprise (MME) industry or delivering services or to the MSP or MME industry preferred.
University degree in Information Technology Computer Science Information Systems Software Engineering or Cyber Security preferred or equivalent experience.
Linux CLI experience Office 365 and Google Workspace administration understanding and writing SQL API troubleshooting browser dev tools / troubleshooting preferred.
Driven by learning new things and the ability to thrive in an environment filled with learning new technologies including virtualization cloud computing cyber security and more.
Computer literacy skills: Strong working knowledge of Networking operating systems configurations hardware and SaaS applications Windows administration & basic Linux skills.
Proactive problemsolving skills and ability to manage several tasks at once.
Excellent written and spoken communication motivated and organized.
You have a great customeroriented attitude and are motivated coachable and competitive and want a successful career in the IT space.
Must be able to work in a fastpaced environment with shifting priorities.
Must pay attention to detail.
YOUR REWARD:
Join one of the fastest growing tech companies in the World. Earn a competitive compensation package that allows you to focus your attention on your passion in the heart of Sydneys emerging tech and financial scene.
If this sounds like the right career to fit your personality and interests please apply were looking forward to meeting you!
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.
Employment Type
Full Time
