Technical Support Expert Level 1

Summary

Join Kaseya's dynamic team as a Technical Support Expert and drive exceptional customer satisfaction. You will collaborate with cutting-edge technologies and diverse clientele to ensure seamless operations and transformative user experiences. This fast-paced role involves solving problems, assisting customers with technical issues related to Kaseya 365 Endpoint, and ensuring their success with our multi-software solution. You will play a critical role in assisting customers with any technical issues they encounter and ensure their success with our Kaseya 365 Endpoint, multi-software solution. This position is 100% in office, based in our Orlando office. You will report directly to the Technical Support Supervisor. 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.

Requirements

• Proven experience in technical support or customer-facing roles, preferably in a cybersecurity or software company
• Strong understanding of diagnosing and troubleshooting issues on Windows, and proficiency with macOS and Linux operating systems
• Strong understanding of cybersecurity principles, antivirus, EDR software, and the modern threat landscape
• Familiarity with networking protocols, security configurations, and system administration
• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions
• Exceptional communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences
• Experience with remote support tools and methodologies
• Ability to work independently and collaboratively in a fast-paced environment

Responsibilities

• Respond to customer inquiries, troubleshooting requests, and technical issues across various communication channels, such as phone, chat, and ticketing systems
• Diagnose and resolve technical problems by investigating issues related to product installation, configuration, usage, and compatibility
• Work with internal teams to escalate and resolve complex technical issues that require further investigation
• Create clear and concise documentation to help customers resolve issues and improve self-service resources
• Engage in remote troubleshooting sessions, analyzing logs and diagnosing issues to identify potential technical challenges
• Assist customers in configuring and optimizing the product to meet their specific needs and environments
• Stay informed about product updates, industry trends, and best practices to provide relevant and effective support
• Participate in on-call rotations to provide after-hours technical support for urgent customer issues
• Contribute to the knowledge base by documenting common issues, solutions, and best practices to enhance team efficiency and customer satisfaction
• Provide feedback to internal teams based on customer interactions to help improve the product

Preferred Qualifications

• Preferred bachelor's degree in computer science, Information Technology, cybersecurity, a related field, or equivalent work experience
• Relevant certifications such as CompTIA A+, Security+, Microsoft Fundamentals, or similar certifications are a plus