Blue Technical Support Engineer - Level 2

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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. 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 long-term financial wealth. 

Blue Technical Support Engineer - L2 – Orlando, FL 

In-office position 

 
WHAT WE ARE LOOKING FOR:  

We're on the hunt for a Blue Team Technical Support Engineer, Level 2, with expertise in Endpoint Detection and Response (EDR). In this role, you'll be the go-to expert for diagnosing and resolving complex technical issues related to EDR solutions. Your deep understanding of EDR technologies and your knack for troubleshooting will be crucial in providing top-notch support to our clients. We're looking for someone who thrives in a fast-paced environment, loves tackling challenges head-on, and is passionate about delivering exceptional customer service. If you're ready to dive into the world of cybersecurity and make a real impact, we want to hear from you! 

  

WHAT YOU’LL DO:  

A Kaseya Customer Support Engineer should have strong and proven customer service experience. They will build and expand upon our professional and quality technical support service to all Kaseya clients and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement targets and expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude always.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Grow knowledge in networking concepts 
• Support networking products used in an array of different topologies 
• Become proficient in both wireless and wired devices 
• Learn new Datto networking features and products as they are developed 
• Build ongoing relationships with customers  
• Answer system questions and provide workflow and implementation of best practices  
• Answer incoming support inquiries through various channels (Chat, phone, email, etc.)  
• Develop a strong technical and business expertise of all Datto products  
• Develop a strong understanding of Datto customer requirements and processes  
• Perform incident triage and first resolution  
• Maintain ownership of incidents until resolved or escalated for further research  
• Maintain ticket backlog per Datto service level agreement  
• Collaborate with leadership to improve skills and career development opportunities  
• Create articles for our customer-facing knowledge base when related information is not present 

 

WHAT YOU’LL BRING:  

• Associates or Bachelor's in Information Technology, Network Administration or equivalent experience preferred 
• Basic working knowledge of networking concepts, WiFi, VoIP, VPN, routing, and hardware components 
• Motivated by learning new things and you excel in an environment filled with learning new technologies, TCP Dump, cloud computing, Networking systems, scripting, and Linux command line  
• One or more years of Product Support or related work experience  
• Strong organizational skills and an ability to prioritize tasks and workload  
• Basic working knowledge of networking, operating systems, configurations, and hardware components 
• Strong written and verbal communication skills and ability to work through difficult or stressful customer issues  
• Experience approaching support issues from a training perspective when needed  
• Patie