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Technical Support Engineer - L1 - Kaseya Careers
Software Engineer
Entry-level Technical Support Engineer (L1) providing first-level IT support and troubleshooting for Kaseya's AI-powered IT management and cybersecurity software.
About the role
Key Responsibilities
- Provide first-level technical support to customers via various channels (phone, email, chat).
- Troubleshoot and resolve basic technical issues related to Kaseya's software products.
- Escalate complex issues to higher-level support teams when necessary.
- Document customer interactions and resolutions in the ticketing system.
- Assist in maintaining knowledge base articles and FAQs.
- Ensure a high level of customer satisfaction through effective problem-solving and communication.
Requirements
- Proven experience in a technical support or help desk role.
- Familiarity with IT support principles and troubleshooting methodologies.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
Skills
technical supporttroubleshootingcustomer serviceit supporthelp deskticketing systems