We Are Hiring Technical Support Level 1 for Our Office in Medellin, Colombia

**Roca Alliances** is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. Our deep understanding of industry trends allows us to conduct targeted, efficient recruitment. Committed to excellence, we build long-lasting partnerships that drive business success. At Roca Alliances, we help businesses thrive by delivering the right professionals to meet their needs.

This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years, serving a diverse range of industries in over 20 countries and managing more than 15 million endpoints globally.

**Role description**:
In this role, you will be at the forefront of innovation, collaborating with cutting-edge technologies and diverse clientele to ensure seamless operations and transformative user experiences. In this face paced environment, you will solve problems and propel Kaseya forward. You will play a critical role in assisting customers with any technical issues they encounter and ensure their success with our K365 User solution.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Diagnose and resolve technical problems, including configuration issues, integration issues, and best practices related to the products. Escalate complex issues to the appropriate teams when necessary.
- Gather customer feedback and insights to help improve the product's functionality and user experience. Collaborate with the development team to relay customer needs and suggestions.
- Collaborate closely with cross-functional teams, including Development and DevOps, to escalate and resolve complex technical challenges efficiently.
- Develop and maintain an in-depth understanding of our products architecture, features, and capabilities.
- Create and maintain a comprehensive knowledge base containing solutions to frequently encountered issues, best practices, and troubleshooting guides for both internal and client reference.
- Monitor and report on key performance metrics related to customer support, including response times, resolution times, and customer satisfaction scores.
- Act as the voice of the customer by relaying feedback and feature requests to the development team to drive product improvements.
- Participate in regular meetings and knowledge-sharing sessions to stay updated on the latest SaaS Defense updates and enhancements.
- Contribute to the development of technical documentation, guides, and tutorials to assist clients in maximizing their use of SaaS Defense.

**WHAT YOU’LL BRING**:

- Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
- Office 365 and Google Workspace administration, understanding and writing SQL, API troubleshooting
- Proven track record in providing technical support for security software products.
- Exceptional problem-solving skills and the ability to dissect complex technical issues effectively.
- Outstanding communication skills, both written and verbal, with an aptitude for translating technical concepts for non-technical stakeholders.
- A customer-centric mindset with a commitment to delivering high-quality support and ensuring client satisfaction.
- Ability to work independently and efficiently in a fast-paced, dynamic environment.
- Exceptional organizational skills with meticulous attention to detail.
- Prior experience in cybersecurity or related fields is highly beneficial.