Technical Support (Cybersecurity/EDR)

📋 Description

• • Technical Support Engineer role focused on providing expert assistance for Datto EDR and Antivirus solutions to global partners and customers, ensuring endpoint security systems operate effectively in dynamic IT environments.
• • Day-to-day responsibilities include delivering second/third-level technical support via phone, chat, and ticketing; troubleshooting endpoint detection, antivirus protection, agent deployment, and policy configurations; investigating security alerts and behavioral detections; analyzing logs and diagnostic outputs to identify root causes; collaborating with engineering, product, and security teams to resolve complex issues; documenting solutions and contributing to knowledge base articles; advising customers on endpoint security best practices; and participating in on-call rotations as needed.
• • Kaseya is a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations, serving over 20 countries and managing more than 15 million endpoints worldwide. Backed by Insight Venture Partners, the company drives sustained double-digit growth through AI-powered technologies that enable organizations to manage and secure IT efficiently.
• • The role offers the opportunity to deepen expertise in endpoint detection and response (EDR), malware and ransomware analysis, and enterprise security operations while working with cutting-edge security technologies. Success is measured by meeting KPI targets, accurate case documentation, efficient incident resolution, proactive identification of product gaps, and becoming a trusted technical advisor to customers and partners.