Technical Support; Cybersecurity​/EDR

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 (), 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  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.

Kaseya is seeking a skilled and customer-focused Technical Support Engineer to join our Global Support Organization, supporting Datto EDR and Antivirus (AV) solutions. This role is responsible for delivering world-class technical assistance to partners and customers by troubleshooting endpoint detection, threat actioning, and antivirus-related issues in dynamic IT environments.

We are looking for a professional who has hands-on experience supporting EDR solutions (preferably Datto EDR), including agent deployment and lifecycle management, health and communication troubleshooting, and alert investigation. Strong understanding of AV, AM, EDR, and MDR concepts, and how Datto EDR differs from traditional antivirus. Proven ability to analyze malware, ransomware, and suspicious behavior alerts, distinguish true vs. false positives, manage endpoint isolation and recovery, resolve policy or firewall conflicts, and validate ransomware rollback and recovery outcomes.

The ideal candidate combines strong endpoint security knowledge with excellent communication skills and a passion for helping customers succeed.

• Provide second/ third level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to our partners across the globe
• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows
• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents
• Analyze logs, diagnostic outputs, and system behavior to identify root cause
• Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues, volume drivers, and product improvement opportunities
• Document troubleshooting steps, solutions, and knowledge base articles
• Assist customers with best practices for endpoint security configuration and optimization
• Participate in on-call rotations as required

• 5+ years of experience in technical support and cybersecurity support (if combined, at least 2 years of cybersecurity support experience)
• Hands-on experience with endpoint security, EDR, or antivirus platforms
• Strong understanding of:
  • Windows operating systems (desktop and server)
  • Networking fundamentals - Familiarity with networking protocols, security configurations, firewalls, and system administration
  • Cybersecurity principles – Ransomware and Malware behavior and remediation techniques
  • Modern threat landscape
  • Fundamentals of Endpoint Security
  • Endpoint Detection and Response
• Experience analyzing system logs and security alerts
• Familiarity with scripting (Power Shell preferred) for troubleshooting and automation
• Excellent written and verbal communication skills
• Ability to manage multiple cases in a fast-paced, global support environment
• CompTIA A+ or CompTIA Security+ certifications. (Security+ preferred)
• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.
• Experience with remote support tools and…