What are the responsibilities and job description for the Technical Support Engineer position at Kaseya?
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.
Job Description
To enhance our global support team, we are hiring a Technical Support Engineer – L1 with strong and proven customer service experience in the IT market to be based in our Orlando, FL office.
As a Technical Support Engineer – L1, you will build and expand upon our professional excellence in support service to all Kaseya customers, ensuring customer delight by meeting or exceeding internal KPI targets and expectations. With your expertise and passion for problem-solving, you'll play a pivotal role in keeping businesses running smoothly & securely while building lifelong relationships. The successful candidate is expected to maintain a professional, courteous, and customer-first attitude while working on chats, phones & tickets. If you are an overachiever with proven technical support experience who thrives in a fast-paced environment, we want to speak with you.
Required Skills
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.
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.
Job Description
To enhance our global support team, we are hiring a Technical Support Engineer – L1 with strong and proven customer service experience in the IT market to be based in our Orlando, FL office.
As a Technical Support Engineer – L1, you will build and expand upon our professional excellence in support service to all Kaseya customers, ensuring customer delight by meeting or exceeding internal KPI targets and expectations. With your expertise and passion for problem-solving, you'll play a pivotal role in keeping businesses running smoothly & securely while building lifelong relationships. The successful candidate is expected to maintain a professional, courteous, and customer-first attitude while working on chats, phones & tickets. If you are an overachiever with proven technical support experience who thrives in a fast-paced environment, we want to speak with you.
Required Skills
- Working knowledge of major OS - Linux/UNIX systems, Windows OS & macOS. Virtualization technologies - VMware and Hyper-V.
- Experience with BIOS/UEFI troubleshooting and system boot diagnostics.
- Hands-on experience with Linux commands & troubleshooting using PuTTY/SSH.
- Basic system log analysis beyond Event Viewer (e.g., /var/log/, application logs).
- Windows server and workstation hardware troubleshooting.
- Windows Server Core management & Administration skills (roles and features, disk management).
- Active Directory permissions (ACLs) & Group Policy.
- Familiar with NAS, SAN, Tape, USB, RAID configurations, and virtual storage concepts.
- Understanding of file systems (NTFS, FAT, ext4), permissions, backup & recovery concepts and methodologies
- Basic Knowledge of MS Exchange Server, MS SQL & Oracle DB commands.
- Familiar with the OSI model & experience with troubleshooting Network stack - TCP/IP, DNS, DHCP, HTTP/HTTPS using CLI commands (ping, ipconfig, Nmap, traceroute, etc).
- Firewall rule configuration and troubleshooting ports block, identifying latency & packet loss.
- Excellent written and verbal communication skills.
- Industry-accepted certifications or equivalent work experience in one or more of the following areas:
- CompTIA A
- CompTIA Network
- CompTIA Server
- CompTIA Security
- Microsoft Certified Azure Administrator
- Red Hat Linux
- VMware VCP
- AWS Certified Solutions Architect
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.