Backup Technical Support Engineer

3 days ago

Sydney, New South Wales, Australia Kaseya Full time $90,000 - $120,000 per year

We need a
Technical Support Engineer (Backup Support)
who's passionate about keeping critical information safe, recoverable, and secure.

You'll be the go-to expert when our customers need help restoring files, recovering systems, or troubleshooting their backup environments. If you enjoy problem-solving, digging deep into systems, and being the reason a customer's "Oh no" turns into "Thank you" — you'll love this role.

What You'll Do

At Kaseya, our Backup Support Engineers are the
guardians of uptime and data
. When disaster strikes, whether it's accidental deletion, ransomware, or system failure you'll help customers get back on track quickly and confidently.

Here's what your day-to-day will look like:

  • Investigate and resolve backup, restore, and replication issues
  • Perform incident triage and take ownership until resolution or escalation
  • Troubleshoot across cloud and on-prem backup solutions
  • Respond to customer queries via chat, phone, and email
  • Keep your ticket queue clean and on target with SLA timelines
  • Stay on top of Kaseya's evolving backup and recovery product features
  • Participate in projects that improve our backup tools and processes
  • Build strong relationships with customers so they know they can rely on you
  • Update and maintain documentation and knowledge base articles
  • Work across multiple priorities in a fast-moving environment

What You'll Bring

  • 3–5 years of Technical Support experience (preferably in backup, storage, or disaster recovery)
  • Experience in MSP or Mid-Market Enterprise environments a huge plus
  • Degree in IT, Computer Science, Cyber Security, or equivalent experience
  • Familiarity with backup solutions, disaster recovery planning, and storage systems
  • Comfort with Windows and Linux administration, SQL queries, APIs, and network troubleshooting
  • Strong understanding of virtualization, cloud computing, and security principles
  • A love of problem-solving and a detail-oriented mindset
  • Great communication skills with a customer-first attitude
  • Ability to thrive in a high-energy, multi-tasking role

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