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Technical Support Expert - Level 1

at Kaseya in Vancouver, CA

Work Type: On Premise | Salary: From to | Employment Type: Full Time

Experience Level: Senior Level | Posted Date: 2025-04-16

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Description

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth. 

Essential Tasks, Duties and Responsibilities: 
•    Experience new challenges daily 
•    Learn and be a part of bleeding edge technologies 
•    Collaborate with technical professionals from small to enterprise size environments; from health care to financial institutions, from DOD to education, from low-tech industries to high-tech industries 
•    Make customers into raving fans by providing a superior customer experience while building life-long relationships 
•    System Monitoring and Maintenance: Regularly monitor system performance, proactively identifying and addressing potential issues.
•    Collaboration with Cross-Functional Teams: Work closely with other teams (e.g., engineering, product management) to troubleshoot complex issues and improve systems.
•    Documentation: Create, maintain, and update technical documentation and knowledge base articles for support teams and end users.
•    Root Cause Analysis: Conduct post-incident analysis, identifying root causes of issues and providing recommendations for long-term solutions.
•    Incident Management: Handle high-priority incidents, ensuring they are addressed swiftly and efficiently, while maintaining a high level of customer satisfaction.

 

Required Skills:

• 
  Proven experience in a technical support or systems engineering role.
• API Integration and Usage: Proficiency in interacting with APIs, including creating and consuming APIs to integrate with systems or services.
  Proficiency in using incident tracking tools (e.g., JIRA, ServiceNow).
  Strong verbal and written communication skills, capable of conveying complex technical information to non-technical stakeholders.
• Knowledge of TCP/IP, DNS, DHCP, and VPNs
• Understanding of OAuth, SAML, OpenID Connect
  Working with Identity Providers (IdPs) like Okta, Azure AD, or Google Workspace
• Diagnosing errors using browser dev tools, console logs, and network traces
  Understanding & diagnosing performance issues in SaaS applications as well as multi-tenant SaaS architectures
•  Experience working with enterprise-level network devices, such as routers, switches, firewalls, and load balancers
•  Database Knowledge: Understanding of basic database structures and relationships, including familiarity with SQL queries for data retrieval and management.
  Problem-Solving and Analytical Skills: Ability to analyze complex technical issues, think critically, and resolve issues efficiently and effectively.

Educational Background:
•    A degree in Computer Science, Information Technology, or a related field is desirable..
•    Alternatively, equivalent professional experience is also considered.

Salary is CAD 55000

 

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.