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Technical Support (Cybersecurity/EDR)

1 day, 13 hours ago
United States
Senior
Technical Support Engineer
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 46

Description

  • Provide second- and third-level technical support for Datto EDR and AV solutions through 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 resolve incidents.
  • Analyze logs, diagnostic outputs, and system behavior to determine root cause.
  • 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.
  • Meet support KPI targets and proactively identify product or documentation gaps.

Requirements

  • 5+ years of experience in technical support and cybersecurity support, with at least 2 years of cybersecurity support experience 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, remediation techniques, and the modern threat landscape.
  • Experience analyzing system logs and security alerts.
  • Familiarity with scripting, preferably PowerShell, 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; Security+ is preferred.
  • Strong problem-solving skills and 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.
  • Preferred: knowledge of macOS endpoint security and operating system performance indicators.

Interested in this position?

Apply directly on the company website

Apply Now

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