Technical Support (Cybersecurity/EDR)

Kaseya Careers•Orlando, FL

About The Position

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.

Requirements

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 (PowerShell 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 methodologies.

Nice To Haves

Experience with Endpoint Detection and Response, Antiviruses, Firewalls, Policies and Exclusions
MSP (Managed Service Provider) experience
Security certifications (Security+, CySA+, CEH, or similar)
Experience with SOC workflows
Experience with OpenSearch, Kibana, Splunk, Grafana, Wireshark
Understanding performance indicators of the operating system
Knowledge of macOS endpoint security (a plus)

Responsibilities

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

Benefits

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.

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