Important Information

Experience: +6 years

Job Mode: Full-time

Work Mode: Remote

ID: OPP00051-1

Responsibilities and Duties

• Digest requirement from product team and lead the elaboration of high level design for high availability, performance and scalability features for cloud systems; 
• Raise and discuss trade-offs of different design approaches elaborating detailed design documents; 
• Implement solution from coding to testing to production deployment support; 
• Follow agile processes and participate actively in all development phases.

Essential Skills 

• Experience with Golang (Go) programming language;  
• Extensive experience with modeling, producing and consuming web services based APIs (RESTful or SOAP based); 
• Experience on Cloud Service Orchestration; 
• Experience with Cloud Development; 
• Experience with backend systems development; 
• Proven proficiency with object-oriented software development; 
• Proven experience on complex architectural design for cloud-based applications; 
• Design Patterns; 
• Experience with SQL and NoSQL databases such as PostgreSQL, SQL Server, Oracle, MongoDB, Cassandra. 

Highly Desirable Skills 

• Competent in one or more programming language(s): Go (Golang), Python, Node, C#, C and C++, Java; 
• Knowledge on testing (Unit Test, Feature Test, Integration); 
• Knowledge of cloud platforms and technologies including Google Cloud, Aws, Azure; 
• Experience working with Kubernetes and OpenShift; 
• Exposure to and/or experience with Serverless applications; 
• An understanding of software design patterns, pipeline automation and software testing principles and methodologies; 
• Familiar with designing, coding, deploying and debugging microservices applications; 
• Strong Scripting and automation skills; 
• Passionate about solving problems in code; 
• Is proactive and easily trouble shoots and resolves issues relating to customer service, product, process and tools; 
• Comfortable with Linux Environment and shell scripting.

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

We are looking for a Senior MuleSoft Developer with 3–4 years of hands-on experience to design, develop and maintain scalable integration solutions. The ideal candidate will have strong experience with MuleSoft Anypoint Platform, API-led connectivity and enterprise system integrations, working closely with cross-functional teams to deliver reliable and high-quality integration solutions.

Key Responsibilities

• Design, develop, and maintain integrations using MuleSoft Anypoint Platform.
• Implement API-led connectivity following best practices (System, Process, and Experience APIs).
• Develop and maintain RESTful APIs and integrations between enterprise systems (e.g., Salesforce, NetSuite, ERP, third-party platforms).
• Build and manage data transformations using DataWeave.
• Participate in integration design discussions, technical reviews, and architecture decisions.
• Troubleshoot, debug, and resolve integration issues across environments.
• Support deployments across DEV, QA/UAT, and PROD environments.
• Collaborate closely with Salesforce, backend and business teams to gather and clarify requirements.
• Ensure integrations meet performance, security, and scalability standards.
• Document integration designs, configurations, and operational procedures.

Required Technical Skills (Must Have)

• 3–4 years of experience developing integrations using MuleSoft Anypoint Platform.
• Strong knowledge of:
  • Mule 4
  • DataWeave 2.x
  • RESTful APIs
  • API-led connectivity architecture
• Hands-on experience with:
  • Anypoint Studio
  • Anypoint Exchange
  • Runtime Manager
  • API Manager
• Experience integrating with Salesforce and other enterprise systems.
• Solid understanding of HTTP, JSON, XML, OAuth, and security concepts.
• Experience with error handling, logging, and monitoring best practices.
• Familiarity with CI/CD pipelines and version control systems (Git).
• Experience working in Agile/Scrum environments.

Desired / Nice-to-Have Skills

• Experience integrating with NetSuite, ERPs, or financial systems.
• Knowledge of Boomi, Azure Integration Services, or other iPaaS tools.
• Experience with cloud platforms (AWS, Azure, or GCP).
• Familiarity with DevOps tools (Jenkins, GitHub Actions, Gearset, etc.).
• MuleSoft certifications (Developer Level 1 or higher).
• Experience with event-driven architectures and messaging systems.

Soft Skills

• Strong communication skills, able to explain technical concepts clearly to both technical and non-technical stakeholders.
• Excellent problem-solving and analytical thinking.
• Ability to work independently and take ownership of integrations.
• Strong collaboration skills and experience working with distributed teams.
• Proactive mindset with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to learn and adapt to new technologies and business needs.

What We Offer

• Opportunity to work on enterprise-scale integrations.
• Collaborative and supportive team environment.
• Exposure to modern integration architectures and best practices.
• Professional growth and learning opportunities.

Key Responsibilities:

• Design and development of Salesforce solutions, ensuring they meet business requirements and technical standards.
• Collaborate with stakeholders to gather and analyze requirements for Salesforce implementations.
• Architect and build scalable, high-performing solutions using Salesforce technologies (Apex, Visualforce, Lightning, etc.).
• Perform integration of Salesforce with other internal and external systems.
• Develop and maintain Salesforce architecture, design documentation and solutions allow for high performance and reliability.
• Assist with enhancing platform efficiency, including user experience improvements, performance optimization, and system upgrades.
•   Follow coding standards and best practices across the team, including code reviews and ensuring efficient, reusable, and scalable code.
• Follow Salesforce development lifecycle tools and processes, such as DevOps, CI/CD, version control, and automated testing
• Customize Salesforce solutions using point-and-click tools as well as programmatic development (Apex, Triggers, SOQL).
• Configure standard and custom objects, fields, workflows, validation rules, and approval processes.
• Troubleshoot and resolve Salesforce-related issues, providing timely support to internal teams.
• Stay up to date with Salesforce releases, features, and best practices to drive continuous improvement in the organization’s Salesforce environment.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3+ years of experience in Salesforce development, customization & implementation including Apex, Visualforce, Lightning, LWC, SOQL, SOSL, Triggers, & Flows.
• Experience with Salesforce technologies, including Apex, Visualforce, Lightning Components, and Salesforce APIs.
• Experience with SOAP and REST web services.
• Experience working with Salesforce Sales Cloud, Service Cloud, & CPQ Cloud.
• Understanding of Salesforce architecture and best practices.
• Experience on Salesforce projects, architecture design, and system integrations.
• Experience with Salesforce integration tools and middleware platforms.
• Excellent problem-solving skills and the ability to work in a fast-paced environment.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.

Preferred Qualifications:

• Additional Certifications Considered:
  • Salesforce Java Script Developer I,
  • Salesforce CPQ, Sales, or Service
  • Salesforce Platform Developer I
• Experience with agile methodologies and project management tools like Jira.
• Experience with DevOps practices and CI/CD pipelines.
• Familiarity with data integration and ETL tools.

Job Summary

The Senior Analyst, Compensation and Analytics is responsible for supporting the design, analysis, and administration of compensation and incentive programs across the organization. This role plays a critical part in ensuring compensation plans are data-driven, competitive, equitable, and aligned with business performance—particularly Annual Recurring Revenue (ARR). The position partners closely with HR, Finance, and Sales to support annual operating planning, compensation forecasting, and performance-based payout analysis, enabling informed decision-making and effective compensation governance.

Roles & Responsibilities

• Perform advanced compensation analyses, including statistical analysis and data mining, to identify trends, risks, and opportunities
• Track, analyze, and report compensation payouts relative to plan performance and ARR attainment
• Develop, maintain, and optimize relational data models to support comprehensive compensation analytics and reporting
• Prepare regular and ad-hoc compensation reports and dashboards using Excel (Power Query, Power Pivot) and Power BI for senior leadership
• Support annual operating planning processes related to sales compensation design and modeling
• Conduct market benchmarking and salary survey analysis to ensure internal compensation remains competitive and market-aligned
• Provide data-driven recommendations on compensation structures, incentive plans, and program enhancements
• Assist in the design, evaluation, and administration of compensation and incentive programs
• Support the development and maintenance of compensation policies, procedures, and governance standards
• Ensure compliance with applicable legal and regulatory requirements and support compensation-related audits
• Partner cross-functionally with HR, Finance, and Sales on budgeting, forecasting, and compensation strategy initiatives
• Develop clear communication materials and support training for managers on compensation programs and changes
• Serve as a subject-matter resource for compensation-related inquiries from employees and managers

Required Qualifications

• Bachelor’s degree in Analytics, Finance, Business Administration, Statistics, or a related field
• Minimum of 3 years of experience in compensation analysis, data analytics, or a related analytical role
• Experience tracking and reporting compensation payouts against performance metrics, including ARR
• Advanced proficiency in Microsoft Excel, including Power Query, Power Pivot, and relational data modeling
• Experience using Power BI or similar visualization tools for executive-level reporting
• Working knowledge of statistical analysis tools (R, Python, SAS) and SQL for large data sets
• Strong understanding of compensation principles, incentive design, and market benchmarking practices
• Ability to analyze complex datasets and translate findings into actionable business recommendations
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously
• High level of integrity and confidentiality when handling sensitive compensation data

Preferred Qualifications

• Experience supporting sales compensation programs and incentive plan design in a SaaS or ARR-driven environment
• Familiarity with HRIS and compensation management systems
• Exposure to compensation audits, policy development, or regulatory compliance activities
• Demonstrated experience supporting cross-functional initiatives with Finance, HR, and Sales leadership
• Strong presentation and communication skills with experience delivering insights to senior stakeholders
• Demonstrated adaptability and willingness to learn new analytical tools and technologies

Important Information 

Location: Brazil
Job Mode: Full-time 
Work Mode: Work from home

Responsibilities and Duties

• Digest requirement from product team and lead the elaboration of high level design for high availability, performance and scalability features for cloud systems; 
• Raise and discuss trade-offs of different design approaches elaborating detailed design documents; 
• Implement solution from coding to testing to production deployment support; 
• Follow agile processes and participate actively in all development phases.

Essential Skills 

• Experience with Golang (Go) programming language;  
• Extensive experience with modeling, producing and consuming web services based APIs (RESTful or SOAP based); 
• Experience on Cloud Service Orchestration; 
• Experience with Cloud Development; 
• Experience with backend systems development; 
• Proven proficiency with object-oriented software development; 
• Proven experience on complex architectural design for cloud-based applications; 
• Design Patterns; 
• Experience with SQL and NoSQL databases such as PostgreSQL, SQL Server, Oracle, MongoDB, Cassandra. 
  

Highly Desirable Skills 

• Competent in one or more programming language(s): Go (Golang), Python, Node, C#, C and C++, Java; 
• Knowledge on testing (Unit Test, Feature Test, Integration); 
• Knowledge of cloud platforms and technologies including Google Cloud, Aws, Azure; 
• Experience working with Kubernetes and OpenShift; 
• Exposure to and/or experience with Serverless applications; 
• An understanding of software design patterns, pipeline automation and software testing principles and methodologies; 
• Familiar with designing, coding, deploying and debugging microservices applications; 
• Strong Scripting and automation skills; 
• Passionate about solving problems in code; 
• Is proactive and easily trouble shoots and resolves issues relating to customer service, product, process and tools; 
• Comfortable with Linux Environment and shell scripting.

About Encora

Encora is the preferred digital engineering and modernization partner of some of the world’s leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora’s technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.

At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

Job Title: Sr. Analyst, GTM Strategy & Operations
Location: Medellin, CO

Kaseya is seeking a skilled and customer-focused Technical Support Engineer to join our Global Support Organization, supporting Datto EDR and Antivirus (AV) solutions. This role is responsible for delivering world-class technical assistance to partners and customers by troubleshooting endpoint detection, threat actioning, and antivirus-related issues in dynamic IT environments

We are looking for a professional who has hands-on experience supporting EDR solutions (preferably Datto EDR), including agent deployment and lifecycle management, health and communication troubleshooting, and alert investigation. Strong understanding of AV, AM, EDR, and MDR concepts, and how Datto EDR differs from traditional antivirus. Proven ability to analyze malware, ransomware, and suspicious behavior alerts, distinguish true vs. false positives, manage endpoint isolation and recovery, resolve policy or firewall conflicts, and validate ransomware rollback and recovery outcomes.

The ideal candidate combines strong endpoint security knowledge with excellent communication skills and a passion for helping customers succeed.

Key Responsibilities

• Provide second/ third level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to our partners across the globe
• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows
• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents
• Analyze logs, diagnostic outputs, and system behavior to identify root cause
• Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues, volume drivers, and product improvement opportunities
• Document troubleshooting steps, solutions, and knowledge base articles
• Assist customers with best practices for endpoint security configuration and optimization
• Participate in on-call rotations as required

Required Qualifications

• 5+ years of experience in technical support and cybersecurity support (if combined, at least 2 years of cybersecurity support experience)
• Hands-on experience with endpoint security, EDR, or antivirus platforms
• Strong understanding of:
  • Windows operating systems (desktop and server)
  • Networking fundamentals - Familiarity with networking protocols, security configurations, firewalls, and system administration
  • Cybersecurity principles – Ransomware and Malware behavior and remediation techniques
  • Modern threat landscape
  • Fundamentals of Endpoint Security
  • Endpoint Detection and Response
• Experience analyzing system logs and security alerts
• Familiarity with scripting (PowerShell preferred) for troubleshooting and automation
• Excellent written and verbal communication skills
• Ability to manage multiple cases in a fast-paced, global support environment
• CompTIA A+ or CompTIA Security+ certifications. (Security+ preferred)
• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.
• Experience with remote support tools and methodologies.

Preferred Qualifications

• Experience with Endpoint Detection and Response, Antiviruses, Firewalls, Policies and Exclusions
• MSP (Managed Service Provider) experience
• Security certifications (Security+, CySA+, CEH, or similar)
• Experience with SOC workflows
• Experience with OpenSearch, Kibana, Splunk, Grafana, Wireshark
• Understanding performance indicators of the operating system
• Knowledge of macOS endpoint security (a plus)

Key Competencies

• Customer-first mindset
• Analytical problem-solving skills
• Strong documentation habits
• Ability to explain technical concepts clearly to non-technical stakeholders
• Team collaboration across global regions
• Ability to multi-task in a fast-paced environment

What Success Looks Like

• Meet and/ or exceed support KPI targets as defined by support leadership
• Accurate, thorough case documentation
• Efficient resolution of endpoint security incidents
• Proactive identification of product or documentation gaps
• Trusted technical advisor to partners and customers

#IND525

Associate Project Manager 

WHAT YOU’LL DO: 

Join our professional services team implementing cutting-edge technology across our IT Complete solutions suite. Activities include meeting with customers to define and document business requirements, translating requirements into a project plan, allocating resources, setting milestones, driving progress, and reporting effectively. The Associate Project Manager will communicate effectively with the customer to ensure efficient and successful delivery of the completed customer’s onboardings and implementation. If you are an overachiever passionate about customer experience who thrives in a fast-paced environment, we want to speak with you. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Oversee resource schedules and coordinate updates to maximize productivity. 

• Responsible for complex or high-value multi-product implementation projects. 

• Follow up and participate in establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the organization 

• Lead effective project discovery by thoroughly analyzing customer needs, timelines, and business requirements. 

• Understand the context of the customer and align projects, software tools and implementation to their requirements. 

• Work hand by hand with implementation consultants, product and support teams to move projects forward. 

• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence 

• Create and maintain documentation, including business, system, and functional requirements, process flows, status reports, and configuration worksheets. 

• Own your projects, and closely monitor each task and dependencies to deliver each project on time and within the required KPIs. 

• Lead customers, project plans and tasks, assign effort, assign hours, monitor and report on key project KPIs to stakeholders internal and external. 

• Complete projects and assignments on time and within budget, while ensuring high levels of customer satisfaction. 

• Achieve internal KPIs for utilization, CSAT, scope, schedule, quality, and overrun. 

• Initiate and maintain strong customer relationships and be a reliable and trusted adviser. 

• Other duties as assigned 

WHAT YOU’LL BRING 

• Understanding of the Project Management Institute (PMI) framework or similar. 

• Excellent organization, communication, customer relationship and time management skills 

• Strong leadership, diplomatic, and motivational skills. 

• Effective resource planning and risk management skills. 

• Excellent communication, interpersonal and writing skills 

• Demonstrate sound judgment, problem-solving, and decision-making skills. 

• Anticipate and understand the impact of decisions on the project and customer success. 

• Self-motivated, decisive, and able to adapt to change and competing demands. 

• Business Analyst skills 

• Customer relationship management focus 

REQUIRED EXPERIENCE:  

• 2+ years managing and delivering customer-facing projects 

• 2+ years of experience working with business stakeholders within a cross-functional matrix environment 

• Strong background in Software Implementation 

PREFERRED EXPERIENCE 

• Project Management Certification: PMP, CAPM, Project+, or similar. 

• Salesforce experience 

• Bachelor’s degree or higher; minor or advanced degree in business/STEM or equivalent experience. 

• Advanced Microsoft Excel skills like pivot tables, reporting, macros. 

• Managerial experience in deploying software solutions a plus. 

• Experience with emerging cloud, hosting, and web technologies. 

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

• Respond to and qualify inbound leads generated through marketing campaigns, events, and web inquiries
• Conduct discovery conversations to understand prospect needs, buying intent, and fit for our solutions
• Prioritize and follow up on inbound requests with speed, accuracy, and professionalism

• Execute outbound prospecting efforts via phone, email, and social channels to targeted accounts and personas
• Leverage approved sequences, messaging, and talk tracks to generate interest and meetings
• Proactively identify and engage net-new prospects aligned to our ideal customer profile

• Book qualified discovery meetings for Account Executives and ensure accurate documentation of prospect context, pain points, and goals
• Clearly articulate qualification details and next steps during opportunity handoff to Sales
• Maintain clean and accurate lead and activity records in CRM to support forecasting and pipeline visibility

• Partner with Sales, Marketing, and RevOps to align on campaign follow-up, targeting strategy, and lead flow
• Participate in coaching, call reviews, and ongoing enablement to improve conversion rates
• Provide feedback on lead quality, messaging effectiveness, and common prospect objections

• Number of qualified meetings booked and accepted by Sales
• Inbound lead response time and conversion rates
• Outbound activity and meeting conversion efficiency
• Data accuracy and consistency in CRM
• Contribution to overall pipeline creation and revenue outcomes

• 0–2+ years of experience in sales development, inside sales, or a customer-facing role (B2B preferred)
• Strong communication skills with the ability to engage senior-level stakeholders (Must speak English & Spanish with Portuguese as an added bonus) 
• Comfortable with high-volume outreach and structured sales motions
• Coachable, process-driven, and motivated by measurable goals
• Experience using CRM and sales engagement tools (e.g., Salesforce, Outreach, Sales Navigator) preferred

• Clear career path into Account Executive or Account Management roles based on performance
• Structured onboarding, training, and ongoing coaching
• Exposure to enterprise sales processes and solutions
• Collaborative, performance-driven sales culture

Kaseya is seeking a skilled and customer-focused Technical Support Engineer to join our Global Support Organization, supporting Datto EDR and Antivirus (AV) solutions. This role is responsible for delivering world-class technical assistance to partners and customers by troubleshooting endpoint detection, threat actioning, and antivirus-related issues in dynamic IT environments

We are looking for a professional who has hands-on experience supporting EDR solutions (preferably Datto EDR), including agent deployment and lifecycle management, health and communication troubleshooting, and alert investigation. Strong understanding of AV, AM, EDR, and MDR concepts, and how Datto EDR differs from traditional antivirus. Proven ability to analyze malware, ransomware, and suspicious behavior alerts, distinguish true vs. false positives, manage endpoint isolation and recovery, resolve policy or firewall conflicts, and validate ransomware rollback and recovery outcomes.

The ideal candidate combines strong endpoint security knowledge with excellent communication skills and a passion for helping customers succeed.

Key Responsibilities

• Provide second/ third level technical support for Datto EDR and AV solutions via phone, chat, and ticketing systems to our partners across the globe
• Troubleshoot endpoint detection, antivirus protection, policy configuration, agent deployment, and remediation workflows
• Investigate security alerts, behavioral detections, and threat events to assist customers in resolving incidents
• Analyze logs, diagnostic outputs, and system behavior to identify root cause
• Collaborate with Support leadership, Engineering, Product, and Security teams to escalate and resolve complex issues, volume drivers, and product improvement opportunities
• Document troubleshooting steps, solutions, and knowledge base articles
• Assist customers with best practices for endpoint security configuration and optimization
• Participate in on-call rotations as required

Required Qualifications

• 5+ years of experience in technical support and cybersecurity support (if combined, at least 2 years of cybersecurity support experience)
• Hands-on experience with endpoint security, EDR, or antivirus platforms
• Strong understanding of:
  • Windows operating systems (desktop and server)
  • Networking fundamentals - Familiarity with networking protocols, security configurations, firewalls, and system administration
  • Cybersecurity principles – Ransomware and Malware behavior and remediation techniques
  • Modern threat landscape
  • Fundamentals of Endpoint Security
  • Endpoint Detection and Response
• Experience analyzing system logs and security alerts
• Familiarity with scripting (PowerShell preferred) for troubleshooting and automation
• Excellent written and verbal communication skills
• Ability to manage multiple cases in a fast-paced, global support environment
• CompTIA A+ or CompTIA Security+ certifications. (Security+ preferred)
• Excellent problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions.
• Experience with remote support tools and methodologies.

Preferred Qualifications

• Experience with Endpoint Detection and Response, Antiviruses, Firewalls, Policies and Exclusions
• MSP (Managed Service Provider) experience
• Security certifications (Security+, CySA+, CEH, or similar)
• Experience with SOC workflows
• Experience with OpenSearch, Kibana, Splunk, Grafana, Wireshark
• Understanding performance indicators of the operating system
• Knowledge of macOS endpoint security (a plus)

Key Competencies

• Customer-first mindset
• Analytical problem-solving skills
• Strong documentation habits
• Ability to explain technical concepts clearly to non-technical stakeholders
• Team collaboration across global regions
• Ability to multi-task in a fast-paced environment

What Success Looks Like

• Meet and/ or exceed support KPI targets as defined by support leadership
• Accurate, thorough case documentation
• Efficient resolution of endpoint security incidents
• Proactive identification of product or documentation gaps
• Trusted technical advisor to partners and customers

#IND525

What we are Looking for: 

A passionate team player who loves challenges and is technically minded. Ideal candidates will have strong customer service experience and excellent communication skills and have experience support business level end users and applications. The role will also have a working knowledge of desktop support, Microsoft domain environments, Google Suite, Windows OS, Microsoft Office, and be able to demonstrate high level critical thinking/problem solving skills while quickly deepening expertise in these areas.

Required Skills: Proven experience as a Help Desk technician or other customer support role. Tech savvy with working knowledge of Microsoft domain environments, Windows OS, MAC OS, Google Suite, Basic Networking Fundamentals, Exchange Admin, and Microsoft Office. Must have creative problem-solving skills with a willingness to speak up and ask questions. Must be proficient in Active Directory, working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

This position is 100% in-office at our brand-new location in Medellin, Colombia.

WHAT YOU’LL DO:

A Kaseya Help Desk Analyst should have strong and proven customer service experience. The role will build and expand upon our professional and quality technical support service provided to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude while supporting customers.

You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to respond to, and diagnoses incidents through discussions with users.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Perform incident triage and escalate or resolve based upon incident scope.

· Build ongoing relationships with customers.

· Answer incoming support inquiries via various channels (chat, phone, email, etc.)

· Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.

· Assist in interdepartmental projects to ensure target deliverables are met.

· Develop a strong understanding of Internal and customer requirements and processes.

· Improve, evolve, maintain, and follow documented runbooks.

· Work with leadership to improve skill sets and career development opportunities.

· Keep up to date with knowledge base articles and other technical-related documentation.

· Manage multiple tasks in a fast-paced environment with competing priorities.

· Perform all other duties as assigned.

WHAT YOU’LL BRING:

· Associates degree in Information Technology preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.

· 2 to 3 years of experience supporting End Users in office environments as a Service/Help Desk, Desktop Support Engineer or Support Center Agent preferred.

· Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.

· IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred.

· Excellent written and spoken communication, motivated, and organized.

· You have a great customer-oriented attitude and are motivated, coachable, and competitive, and want a successful career in the IT space.

· Must be able to work in a fast-paced environment.

· Must pay attention to detail.

YOUR REWARD:

Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!

Our benefits package includes:

· 100% Health premiums covered for employees (Medical, Dental, Vision)

· Company paid Life and disability insurance.

· HSA Account contribution up to $2,000

· 401k with match

· Paid Holidays and generous PTO.

· Fun and exciting work environment

Job Description 

To enhance the global services team, we are hiring an Associate Service Consultant with strong and proven customer experience in the IT market to be based in our Medellin, Colombia office.  This position is responsible for successful consulting project delivery in support of both internal and external customers. This role can take on many aspects from acting as a technical lead for solution implementations to providing best industry practices to customers on new products for their business. This role will work closely with Project Management to support all consulting services, as well as Product Management and Support to provide best in class service for our customers. A successful candidate is expected to maintain a professional, courteous and customer service focused attitude at all times.  
 
If you are an overachiever with proven Information Technology experience who thrives in a fast-paced environment, we want to speak with you. 

Experience/Qualifications 

• 1+ years applicable experience managing technology implementations utilizing software tools 

• 1+ years of MSP Experience preferred 

• Knowledge of CRM, ERP, PSA and RMM software and markets 

• Good Knowledge of Windows Operating Systems and Active Directory 

• Proficient Microsoft Windows Server and patch management best-practice skills   

• Experience with Routing, Switching, & Firewall/Edge technologies    

• Working knowledge of Virtualization solutions such as VMware, Hypervisor  

Responsibilities 

• Provide timely and efficient consulting and process integration services to new SMB partners using Kaseya's IT Complete Suite of solutions 

• Serve as the primary technical contact throughout the entire implementation process. 

• Manage multiple partner implementation projects while providing both high-level and detailed implementation consulting. 

• Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests. 

• Define product specifications for the partner and end-users’ installation. 

• Respond to partner inquiries and direct the resolution of outstanding issues. 

• Monitor partner use and adoption of the software throughout the implementations 

• Work alongside internal teams including Tech Support, Partner Success and Sales to elevate our partner’s experience. 

• Other duties as assigned. 

Non-Technical Skills Requirements 

Excellent oral, written communication and presentation skills using products such as PowerPoint and Excel.  

Strong attention to detail with data-centric approach 
Self-motivated, decisive, with the ability to adapt to change and competing demands. 
Proven team player 
Demonstrate the ability to present complex technical material to both technical and non-technical customers. 

Preferred Skills / Certifications 

Bachelor’s degree in computer science or equivalent experience 

To enhance the global services team, we are hiring a Service Consultant with strong and proven customer implementation experience in the IT market to be based in our Medellin, Colombia office.  This position is responsible for successful consulting project delivery in support of both internal and external customers. This role can take on many aspects from acting as a technical lead for solution implementations to providing best industry practices to customers on new products for their business. This role will work closely with Project Management to support all consulting services, as well as Product Management and Support to provide best in class service for our customers. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude at all times. 

If you are an overachiever with proven Information Technology experience who thrives in a fast-paced environment, we want to speak with you.

Experience/Qualifications

• 3+ years applicable experience managing technology implementations utilizing software tools
• 1+ years of MSP Experience preferred
• Knowledge of CRM, ERP, PSA and RMM software and markets
• Good Knowledge of Windows Operating Systems and Active Directory
• Proficient Microsoft Windows Server and patch management best-practice skills  
• Experience with Routing, Switching, & Firewall/Edge technologies   
• Working knowledge of Virtualization solutions such as VMware, Hypervisor 

Responsibilities

• Provide timely and efficient consulting and process integration services to new SMB partners using Kaseya's IT Complete Suite of solutions (including PSA, RMM, IT Glue, and Security)
• Serve as the primary point of contact throughout the entire implementation process.
• Manage multiple partner implementation projects while providing both high-level and detailed implementation consulting.
• Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests.
• Define product specifications for the partner and end-users installation.
• Respond to partner inquiries and direct the resolution of outstanding issues.
• Monitor partner use and adoption of the software throughout the implementations
• Help scope implementation and professional services engagements in conjunction with the sales team.
• Work alongside internal teams including Tech Support, Partner Success and Sales to elevate our partner experience.
• Other duties as assigned.

Non-Technical Skills Requirements

Excellent oral, written communication and presentation skills using products such as MS PowerPoint, Excel, Project Plans
Strong attention to detail with data-centric approach to key success factors
Self-motivated, decisive, with the ability to adapt to change and competing demands.
Proven team player
Demonstrated experience with Salesforce and Power Bi reporting strongly preferred.
Solid understanding of the Security software solutions market for the MSP and SMB customer personas
Demonstrate the ability to present complex technical material to both technical and non-technical customers.

Preferred Skills / Certifications

Bachelor’s degree in computer science or equivalent experience

Kaseya is looking for an experienced, trilingual Solutions Engineer to join our rapidly growing Medellín hub. In this role, you will be a technical leader supporting the Sales team across both the LATAM and North American (NAM) markets. You will focus on delivering compelling technical demonstrations and guiding prospective customers through the value of the Kaseya "IT Complete" technology stack.

As a key member of the pre-sales organization, you will partner closely with Account Executives to understand complex customer challenges and position Kaseya’s solutions through technical discovery, solution design, and deep-dive demonstrations. While this role supports the broader platform, experience with PSA (Professional Services Automation) or RMM (Remote Monitoring and Management) solutions is highly beneficial.

Most customer engagement occurs through virtual platforms like Zoom and Microsoft Teams, though there are opportunities for travel within the LATAM and NAM regions for industry events and key customer meetings.

Key Responsibilities

• Demonstrate Value: Design, prepare, and deliver high-impact technical demonstrations showcasing the Kaseya technology platform.
• Strategic Partnership: Partner with Sales Executives to identify specific customer pain points and engineer tailored technical solutions.
• Full Pre-Sales Lifecycle: Support the process from initial discovery and product demos to proof-of-concept (POC) coordination and technical validation.
• Technical Advocacy: Confidently address technical objections and solution architecture questions throughout the sales process.
• Validation: Work directly with customers to evaluate solutions and ensure successful technical validation during POC phases.
• Documentation: Support the creation of technical responses for RFI/RFP submissions, proposals, and solution documentation.
• Product Expertise: Maintain expert-level knowledge across the Kaseya portfolio, including automation, security, backup, and endpoint management.
• Internal Feedback: Act as the "voice of the customer" by providing field feedback to product and engineering teams to influence future strategy.

Ideal Candidate

• Trilingual Expertise: Fluency in English, Spanish, and Portuguese is required to effectively support our diverse customer base across NAM and LATAM.
• Proven Experience: Demonstrated background in a Sales Engineer, Solutions Engineer, or Technical Pre-Sales role.
• Communication Master: Proven ability to demonstrate technical products and clearly articulate value to both technical (IT Admins) and business (CTO/CEO) stakeholders.
• Domain Knowledge: Familiarity with the MSP (Managed Service Provider) ecosystem, including tools such as PSA, RMM, security, and backup platforms.
• OS Proficiency: Strong experience working in Windows environments, with a functional understanding of macOS and Linux.
• Mindset: Curious, proactive, and passionate about learning new technologies and solving complex customer challenges.
• Location: Must be able to work fully in-office at our Medellín location.