Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
We’re looking for someone who thrives on solving complex problems, enjoys a real challenge, and can be the go-to person when front-line support hits a wall. This is a Level 2 Technical Support Engineer role, perfect for someone with the technical depth, curiosity, and calm under pressure to step in when the stakes are high and the issues aren’t straightforward.
If you want a role where no two days are the same where you’ll dive deep into complex incidents, tinker with advanced configurations, and work closely with customers and internal teams to get things fixed fast — then we’d love to meet you.
What You’ll Do
At Kaseya, our Level 2 Technical Support Engineers are the escalation point for tricky cases that need a higher level of expertise. You’ll take on incidents that require in-depth troubleshooting, analysis, and cross-product knowledge — making sure critical systems stay operational and customers can get back to business quickly.
You’ll:
Take ownership of advanced technical incidents from escalation to resolution
Troubleshoot complex issues across multiple platforms, environments, and integrations
Build lasting relationships with customers, becoming their trusted technical partner
Work across chat, phone, and email to deliver fast, accurate solutions
Keep tickets up to date and in line with SLA targets
Continuously build your skills on new Kaseya products and technologies
Collaborate with other technical teams to resolve multi-layered problems
Maintain and improve knowledge base content for internal and customer use
Balance multiple priorities in a fast-moving environment
What You’ll Bring
3–5 years of Technical Support experience in SaaS or software, ideally at Level 2 or escalation level
Strong troubleshooting skills in Linux CLI, Windows administration, Office 365, Google Workspace, SQL, APIs, and networking
Experience in MSP or Mid-Market Enterprise environments a plus
Understanding of virtualization, cloud services, and cyber security concepts
Ability to think analytically, dig deep into root causes, and solve problems under pressure
Clear, professional communication skills — both written and verbal
A customer-first mindset with patience, empathy, and resilience
Attention to detail and the ability to stay organised while juggling multiple cases
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
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.
