Technical Support (Cybersecurity/EDR)

About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success. Backed by Insight Partners , a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide. Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike. At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar. 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. Key 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 Required Qualifications 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