Technical Support Executive

What You'll Do :

- Customer Issue Resolution : Respond to customer inquiries, troubleshooting requests, and technical issues across various communication channels, including phone, chat, and ticketing systems.

- Technical Diagnosis : Diagnose and resolve technical problems by investigating issues related to product installation, configuration, usage, and compatibility, particularly for Kaseya 365 Endpoint.

- Issue Escalation : Work collaboratively with internal teams to escalate and resolve complex technical issues that require further investigation.

- Documentation & Knowledge Sharing : Create clear and concise documentation to help customers resolve issues independently and improve self-service resources. Contribute to the knowledge base by documenting common issues, solutions, and best practices to enhance team efficiency.

- Remote Troubleshooting : Engage in remote troubleshooting sessions, meticulously analyzing logs and diagnosing issues to identify potential technical challenges.

- Product Configuration & Optimization : Assist customers in configuring and optimizing our products to meet their specific needs and environments.

- Continuous Learning : Stay informed about product updates, industry trends, and best practices to provide relevant and effective support.

- On-Call Support : Participate in on-call rotations to provide after-hours technical support for urgent customer issues.

- Product Feedback : Provide valuable feedback to internal teams based on customer interactions to help continuously improve the product.

What You'll Bring :

- Education : Preferred bachelor's degree in computer science, Information Technology, cybersecurity, a related field, or equivalent practical work experience.

- Technical Support Experience : Proven experience in a technical support or customer-facing role, preferably within a cybersecurity or software company.

- Operating Systems Proficiency : Strong understanding of diagnosing and troubleshooting issues on Windows, with proficiency in macOS and Linux operating systems.

- Cybersecurity Knowledge : Strong understanding of cybersecurity principles, including antivirus and EDR (Endpoint Detection and Response) software, and the modern threat landscape.

- Networking & System Administration : Familiarity with networking protocols, security configurations, and basic system administration tasks.

- Problem-Solving : Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective, step-by-step solutions.

- Communication : Exceptional communication skills, both written and verbal, with the ability to convey technical information clearly to both technical and non-technical audiences.