Technical Security Incident Manager

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. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.

Location: Orlando, FL
Job Title: Technical Security Incident Manager

Job Type: Full-time

WHAT YOU’LL DO:

As a Technical Security Incident Manager at Kaseya, you will take ownership of supporting our customer service organization in all matters related to product and infrastructure security. You will oversee incident response for security-related issues within our support environment and provide technical leadership to ensure best practices are implemented and followed. This pivotal role will see you working cross-functionally across Kaseya to secure products, mitigate risks, and drive resolution of complex security incidents.

KEY RESPONSIBILITIES:

• Incident Management: Lead the development, implementation, and ongoing management of an incident response plan that encompasses all Kaseya product-related security events. Manage real-time security incidents through containment, eradication, and recovery phases.

• Technical Expertise: Provide advanced security-related technical support to the customer service organization. Guide troubleshooting and resolution for customer security issues involving Kaseya’s network appliances, backup software, RMM tools, and other product lines.

• Security Best Practices: Define, document, and maintain security best practices and guidelines tailored to Kaseya's products. Empower Technical Support Experts with the tools and knowledge they need to secure customer IT environments.

• Security Risk Assessment: Continuously evaluate security risks in customer interactions and product functionality. Coordinate with cross-functional teams to address vulnerabilities and enforce proactive mitigation strategies.

• Collaboration: Work closely with Product, Development, and Application Security teams to ensure secure-by-design practices are built into our products and support operations.

• Post-Incident Analysis: Conduct root cause analysis of security incidents, generate detailed incident reports, and recommend process improvements to avoid recurrence.

• Security Awareness: Drive a culture of security awareness across the support organization. Deliver internal training, distribute security threat updates, and ensure front-line staff are security-conscious.

• Compliance Support: Ensure alignment with industry security standards and regulatory frameworks (e.g., SOC 2, GDPR, CCPA). Assist with audit preparation and security assessments.

WHAT YOU’LL BRING:

• A Bachelor’s degree in Computer Science, Information Security, or a related field, or equivalent practical experience.

• Relevant certifications such as CISSP, CISM, or GIAC (preferred).

• 4+ years of experience in technical support or security operations with demonstrated incident management experience.

• Deep understanding of cybersecurity principles, IT infrastructure, and endpoint security technologies.

• Familiarity with Kaseya’s product suite, including remote monitoring & management (RMM), backup, and network tools.

• Strong analytical and forensic investigation skills.

• Excellent written and verbal communication skills with the ability to explain technical issues to both technical and non-technical audiences.

• Proven ability to lead cross-functional teams in high-pressure situations.

WHY YOU’LL LOVE THIS ROLE:

• You’ll play a central role in shaping and safeguarding Kaseya’s global support operations from evolving cyber threats.

• Collaborate with some of the brightest minds in security, engineering, and product development.

• Work on mission-critical incidents that directly impact customer success and trust.

• Thrive in a fast-paced, high-growth tech environment with room to advance your security career.

• Enjoy flexibility, autonomy, and the opportunity to make a tangible difference in a global organization.

• Benefit from competitive compensation, full benefits, ongoing training, and a security-first culture.

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.