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Technical Support (Cybersecurity/EDR)

1 day, 17 hours ago
Colombia
Full-time
Senior
Technical Support Engineer
Cybersecurity
Cybersecurity Grafana Kibana macOS OpenSearch PowerShell Splunk Wireshark
Apply Now
Kaseya

Kaseya

Kaseya provides integrated IT management and security solutions for MSPs and SMBs, enabling centralized IT operations, remote management, cybersecurity, and automation.

IT Services
1K-5K
Founded 2000
$567M raised
View All Jobs 21

Description

  • Provide second- and third-level technical support for Datto EDR and antivirus solutions via phone, chat, and ticketing systems.
  • Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows.
  • Investigate security alerts, behavioral detections, and threat events to help customers resolve incidents.
  • Analyze logs, diagnostic outputs, and system behavior to identify root causes.
  • Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues.
  • Document troubleshooting steps, solutions, and knowledge base articles.
  • Advise customers on best practices for endpoint security configuration and optimization.
  • Participate in on-call rotations as required.
  • Support ransomware rollback, recovery validation, and endpoint isolation and recovery activities.

Requirements

  • 5+ years of experience in technical support and cybersecurity support, including at least 2 years of cybersecurity support if the experience is combined.
  • Hands-on experience with endpoint security, EDR, or antivirus platforms.
  • Strong understanding of Windows desktop and server operating systems.
  • Knowledge of networking fundamentals, including protocols, security configurations, firewalls, and system administration.
  • Understanding of cybersecurity principles, including ransomware and malware behavior and remediation techniques.
  • Experience analyzing system logs and security alerts.
  • Familiarity with scripting, with 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+ certification, with Security+ preferred.
  • Experience with remote support tools and methodologies.
  • Preferred experience with EDR, antivirus, firewalls, policies, and exclusions.
  • Preferred MSP experience.
  • Preferred security certifications such as Security+, CySA+, CEH, or similar.
  • Preferred experience with SOC workflows and tools such as OpenSearch, Kibana, Splunk, Grafana, or Wireshark.
  • Knowledge of macOS endpoint security is a plus.

Benefits

  • Global, customer-facing role supporting partners across multiple regions.
  • Opportunity to work on leading IT infrastructure and security management solutions powered by AI.
  • Equal employment opportunity for all employees and applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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