Technical Support Engineer - Level 3

Summary

Join Kaseya as a Level 3 Technical Support Engineer and become a senior escalation point for complex technical issues. You will collaborate with customers and engineering teams to resolve advanced problems, mentor junior engineers, and participate in on-call rotations. This role requires a Bachelor’s degree or equivalent experience, 4–7 years of relevant experience, and deep technical expertise in areas like networking, operating systems, or cloud platforms. Strong problem-solving, communication, and documentation skills are essential. Kaseya offers a competitive salary and benefits package, flexible working arrangements, and opportunities for professional growth.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 4–7 years of experience in technical support, system administration, or engineering roles
• Deep technical expertise in one or more of the following: networking, operating systems (Windows/Linux), cloud platforms (AWS, Azure, GCP), virtualization, databases, APIs, or security tools
• Strong knowledge of Cyber Security software applications, penetration testing, operating systems, and IT infrastructure
• Proven experience troubleshooting complex software or infrastructure issues
• Familiarity with support tools such as Jira, Zendesk, Confluence, ServiceNow, etc
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders

Responsibilities

• Serve as the final escalation point for all high-impact and unresolved technical issues
• Analyze complex problems and identify root causes involving system configurations, infrastructure, integrations, or software bugs
• Collaborate with engineering and product teams to drive resolutions and implement long-term fixes
• Create and maintain detailed documentation for knowledge sharing, including runbooks, SOPs, and knowledge base articles
• Provide mentorship and guidance to L1/L2 support engineers, including training sessions and technical coaching
• Participate in on-call rotations for critical incidents and after-hours escalations
• Reproduce customer issues in lab environments to test fixes and validate solutions
• Escalate and track product defects or feature requests based on customer feedback
• Act as a customer advocate internally, helping prioritize issues that impact product quality or user experience
• Maintain detailed case notes and ensure timely updates and resolution in the support ticketing system

Preferred Qualifications

• Experience with scripting languages (PowerShell, Python, Bash, etc.)
• Certifications such as CompTIA, Microsoft (MCSA/MCSE), AWS Certified Solutions Architect, Certified Ethical Hacker (CEH), or Cisco (CCNA/CCNP)
• Experience supporting SaaS applications or managed service environments
• Familiarity with ITIL practices and service delivery processes

Benefits

• Work on cutting-edge technologies with a collaborative and supportive team
• Opportunities for professional growth
• Competitive salary and benefits package
• Flexible working arrangements and remote work options