IDAgent Technical Support Engineer

Location - Miami, FL

Full-Time Position

Are you ready to make an impact?

WHAT YOU'LL DO:

Join our dynamic team at Kaseya as a Technical Support Engineer and become the driving force behind exceptional customer satisfaction. In this role, you will be at the forefront of innovation, collaborating with cutting-edge technologies and diverse clientele to ensure seamless operations and transformative user experiences. In this face paced environment, you will solve problems and propel Kaseya forward. You will play a critical role in assisting customers with any technical issues they encounter and ensure their success with our IDAgent solution.

WHAT WE ARE LOOKING FOR:

An experienced technical support engineer to work on the IDAgent team. You will report directly to the Technical Support Manager.

THE SCHEDULE: This role is a Monday - Friday 10:30am – 7:00pm shift. This position is 100% in office based in our Miami office.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide prompt and effective technical support to clients using our IDAgent products encompassing a security awareness platform, dark web monitoring platform, and access management platform via multiple communication channels, including email, chat, and phone.

• Diagnose and resolve technical problems, including configuration issues, integration issues, and best practices related to the products. Escalate complex issues to the appropriate teams when necessary.

• Gather customer feedback and insights to help improve the product's functionality and user experience. Collaborate with the development team to relay customer needs and suggestions.

• Collaborate closely with cross-functional teams, including Development and DevOps, to escalate and resolve complex technical challenges efficiently.

• Develop and maintain an in-depth understanding of IDAgent's architecture, features, and capabilities.

• Create and maintain a comprehensive knowledge base containing solutions to frequently encountered issues, best practices, and troubleshooting guides for both internal and client reference.

• Monitor and report on key performance metrics related to customer support, including response times, resolution times, and customer satisfaction scores.

• Act as the voice of the customer by relaying feedback and feature requests to the development team to drive product improvements.

• Participate in regular meetings and knowledge-sharing sessions to stay updated on the latest SaaS Defense updates and enhancements.

• Contribute to the development of technical documentation, guides, and tutorials to assist clients in maximizing their use of SaaS Defense.

WHAT YOU'LL BRING:

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.

• Strong knowledge of cybersecurity concepts, email security concepts, access security concepts and dark web monitoring security concepts.

• Proven track record in providing technical support for security software products.

• Exceptional problem-solving skills and the ability to dissect complex technical issues effectively.

• Outstanding communication skills, both written and verbal, with an aptitude for translating technical concepts for non-technical stakeholders.

• A customer-centric mindset with a commitment to delivering high-quality support and ensuring client satisfaction.

• Ability to work independently and efficiently in a fast-paced, dynamic environment.

• Exceptional organizational skills with meticulous attention to detail.

• Prior experience in cybersecurity or related fields is highly beneficial.

YOUR REWARD:

Join the fastest growing tech company in the world servicing over 50,000 companies globally! Earn a competitive compensation package that allows you to focus your attention on your passion in the exciting field of technology.

A benefits package including:

• Coverage for medical, dental, vision, life and disability.

• Paid Holidays.

• Generous PTO.

• Employer HSA contributions.

If you're passionate about cybersecurity, enjoy solving technical puzzles, and are dedicated to ensuring customer success, we encourage you to apply for the position of Technical Support Engineer for our Vonahi product. Join us in our mission to protect businesses from evolving cyber threats.

Join the Kaseya growth rocket ship and see how we are #ChangingLives !