Associate Technical Support Engineer - (Linux + Networking Concepts)

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

We are seeking a motivated Associate Technical Support Engineer (L1) to join our technical operations team. In this entry-level role, you will act as the first point of contact for technical problems, focusing heavily on Linux-based environments and network troubleshooting for our Backup and restore product portfolio. You will handle incoming tickets, diagnose, troubleshoot and provide timely, accurate solutions to our customers and partners.

• →First-Line Support: Act as the primary contact for client issues via email, chat, and calls.
• →Linux Troubleshooting: Diagnose, monitor, and resolve issues with Linux environments for our backup solutions product portfolio.
• →Network Diagnostics: Identify and resolve connectivity bottlenecks, checking routing tables, DNS, and IP configurations.
• →Ticket Lifecycle Management: Log, prioritize, and systematically track issues through resolution while adhering to service level agreements (SLAs) and KPIs (CSAT, FDR, MTTR, Escalation %, Reopen rate along with Productivity)

·       Escalation & Collaboration: Gather critical system logs and evidence to escalate complex cases seamlessly to L2 teams and learn from the feedback provided on escalated cases.

• Operating Systems: Robust command over Linux CLI, system commands, log inspection, and file system navigation.
• Networking Fundamentals: Comprehensive understanding of TCP/IP, UDP, DNS, DHCP, SSH, and fundamental sub-netting.
• Tools:  Familiarity with command-line networking tools like ping, traceroute, netstat, nslookup, and tcpdump etc

• Exceptional written and spoken communication skills to decode technical concepts into clear instructions.
• A methodical, logical mindset tailored for problem-solving and structural debugging along with top notch customer handling skills.
• Adaptability to work in a 24/7 rotational shift framework.

• Bachelor's/associate degree in computer science, IT, Engineering, or a closely related discipline.
• 1 to 2 years of experience in Technical Support Operations
• Certifications: CompTIA Linux+, Cisco Certified Network Associate (CCNA), or Red Hat Certified System Administrator (RHCSA)