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Customer Support Engineer

Company: Kaseya
Location: Orlando
Posted on: January 27, 2023

Job Description:

ABOUT KASEYA:
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseyas 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 Kaseyas culture, please click here: Kaseya Culture.Kaseya closed on the acquisition of Datto, Inc., on June 23, 2022. Learn more about the acquisition, here.Kaseya closed on the acquisition of Connect Booster on October 5, 2022. Learn more about the acquisition, here.
WHAT WE ARE LOOKING FOR:A fantastic team player who loves challenges and is technically minded. This position reports to the Technical Support Supervisor.
THE SCHEDULE:
This position is 100% in our brand-new office in Orlando. The training for the role has a length of up to five weeks. IMPORTANT: Training will be during normal business hours - 8:00AM - 4:30PM for the overnight shifts.
WHAT YOULL DO:A Kaseya Customer Support Engineer should have strong and proven customer service experience. They will build and expand upon our professional and quality technical support service to all Kaseya clients and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement targets and expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude always.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Build ongoing relationships with customers.
  • Answer system questions and provide workflow and implementation best practices.
  • Answer incoming support inquiries via various channels (Chat, phone, email, etc.).
  • Develop a strong technical and business expertise of all Kaseya products.
  • Develop a strong understanding of Kaseya customer requirements and processes.
  • Perform incident triage and first resolution.
  • Maintain ownership of incidents until resolved or escalated for further research.
  • Maintain ticket backlog per Kaseya service level agreement.
  • Collaborate with leadership to improve skill sets and career development opportunities.
  • Create articles for our customer-facing knowledge base when related information is not present.
    WHAT YOULL BRING:
    • Associates or Bachelors degree in Business Administration, Information Technology preferred, or equivalent experience
    • Motivated by learning new things and you excel in an environment filled with learning new technologies, including virtualization, cloud computing, ZFS file systems, scripting, and Linux command line
    • 1-3 years of Technical Support or related work experience
    • Strong organizational skills and an ability to prioritize tasks and workload
    • Basic working knowledge of networking, operating systems, configurations, hardware components, and SaaS applications
    • Strong written and verbal communication skills and ability to work through difficult or stressful customer issues
    • Experience approaching support issues from a training perspective when needed.
    • Patience, positive attitude, team player and a good sense of humor are a must.
      YOUR REWARD:
      Join the fastest growing tech company in the us. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech.
      • Our benefits package includes:
      • 100% Health premiums covered for employees (Medical, Dental, Vision)
      • Company paid Life and disability insurance
      • HSA Account contribution up to $2,000
      • 401k with match
      • Paid Holidays and generous PTO.
      • Fun and exciting work environmentIf this sounds like the right career to fit your personality and interests, please apply, were looking forward to meeting you!Join the Kaseya growth rocket ship!
        Additional InformationKaseya 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.

Keywords: Kaseya, Orlando , Customer Support Engineer, Other , Orlando, Florida

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