Technical Support Engineer

About the Company

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Backed by Insight Partners, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Responsibilities

• Provide professional excellence in support services to all Kaseya customers
• Meet or exceed internal KPI targets and expectations to ensure customer delight
• Maintain a professional, courteous, and customer-first attitude while working on chats, phones, and tickets
• Troubleshoot technical issues to keep businesses running smoothly and securely

Requirements

• Working knowledge of Microsoft 365 or Google Workspace Administration
• Understanding of SaaS applications, cloud technologies, and subscription-based platforms
• Experience troubleshooting backup and recovery solutions
• Knowledge of Microsoft Exchange Online, AD, Group Management, OneDrive, SharePoint Online, Teams, and Entra ID
• Familiarity with Google Workspace services including Gmail, Drive, and Calendar
• Understanding of authentication technologies including OAuth 2.0, SSO, and MFA
• Experience analyzing application logs and troubleshooting cloud-based issues
• Basic understanding of DNS, SMTP, HTTPS, and networking concepts
• Basic SQL knowledge for running queries and analyzing data
• Experience using ticketing systems and CRM platforms
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience supporting SaaS backup and recovery platforms
• Familiarity with Microsoft Graph API and cloud application integrations
• Basic PowerShell knowledge for Microsoft 365 administration
• Understanding of cloud security best practices
• Microsoft 365 or Azure Fundamentals certifications
• Google Workspace Administrator or Google Cloud Digital Leader certifications