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Technical Support Expert - Level 1 - Remote Monitoring and Management (RMM)



IT, Customer Service
Orlando, FL, USA
Posted on Monday, December 11, 2023

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.


A fantastic team player who loves challenges and is technically minded. This position reports to the Technical Support Supervisor.

Required Skills: Advanced knowledge of general IT infrastructure, Networking, Windows Operating Systems, Patch Management, Active Directory, Virtualization. Linux is a plus, as well as internal processes and procedures.


This position is 100% in-office at our brand-new location in Orlando.

The training for the role has a length of up to five weeks. Training takes place Monday through Friday 8:00am – 5:00pm.


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.

You will be handling technical support requests from IT professionals, proficiencies in the areas listed above will play a critical part in your ability to support our customers. You will rely on your skills and Kaseya product training to provide world-class support.


  • Perform incident triage and maintain ownership until resolved or escalated for further research.
  • Build ongoing relationships with customers.
  • Answer incoming support inquiries via various channels (Chat, phone, email, etc.)
  • Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
  • Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support. Assist in interdepartmental projects to ensure target deliverables are met.
  • Develop a strong understanding of Kaseya customer requirements and processes.
  • Work with leadership to improve skill sets and career development opportunities.
  • Keep up to date with knowledge base articles and other product-related documentation.
  • Manage multiple tasks in a fast-paced environment with competing priorities.
  • Perform all other duties as assigned.


  • Associate or bachelor's degree in business administration, Information Technology preferred or equivalent experience.
  • Driven by learning new things and the ability to thrive in an environment filled with learning new technologies including virtualization, cloud computing, scripting, Linux command line and more.
  • Computer literacy skills: Strong working knowledge of Networking, operating systems, configurations, hardware and SaaS applications, Windows administration, & basic Linux skills.
  • Proactive problem-solving skills and ability to manage several tasks at once.
  • Excellent written and spoken communication, motivated, and organized.
  • You have a great customer-oriented attitude and are motivated, coachable and competitive, and want a successful career in the IT space.
  • Must be able to work in a fast-paced environment.
  • Must pay attention to detail.

If this sounds like the right career to fit your personality and interests, please apply, we’re looking forward to meeting you!


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.