SAAS Backup- Technical Support Engineer- L1

Shashwath Solution; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Shashwath Solution in Bangalore is seeking a Technical Support Engineer L1 to enhance their global support team. This role involves providing excellent customer service and technical support, ensuring customer satisfaction by meeting internal KPI targets.

The ideal candidate should possess solid technical knowledge in Microsoft 365, Google Workspace, and cloud technologies, along with strong problem-solving and communication skills. Experience in a customer-facing technical support environment is highly preferred.

Qualifications

• Working knowledge of Microsoft 365 and Google Workspace Administration.
• Experience troubleshooting backup and recovery solutions.
• Understanding of DNS, SMTP, and networking concepts.

Responsibilities

• Provide technical support to Kaseya customers.
• Maintain a customer-first attitude during interactions.
• Analyze application logs to troubleshoot issues.

Skills

Microsoft 365 Administration

Google Workspace Administration

SaaS applications knowledge

Cloud technologies understanding

Troubleshooting skills

Analytical skills

Excellent communication skills

Job description

• To enhance our global support team, we are hiring a Technical Support Engineer L1 with strong and proven customer service experience in the IT market to be based in our Bangalore, India office.
• As a Technical Support Engineer L1, you will build and expand upon our professional excellence in support service to all Kaseya customers, ensuring customer delight by meeting or exceeding internal KPI targets and expectations.
• With your expertise and passion for problem-solving, you’ll play a pivotal role in keeping businesses running smoothly & securely while building lifelong relationships.
• The successful candidate is expected to maintain a professional, courteous, and customer‑first attitude while working on chats, phones & tickets.
• If you are an overachiever with proven technical support experience who thrives in a fast-paced environment, we want to speak with you.

Required Skills

• Working knowledge of Microsoft 365 Administration/Google Workspace Administration.
• Understanding of SaaS applications, cloud technologies, and subscription-based platforms.
• Experience troubleshooting backup and recovery solutions.
• Knowledge of Microsoft Exchange Online, AD, Group Management, AD permissions, OneDrive, SharePoint Online, Teams, and Entra ID.
• Familiarity with Google Workspace services including Gmail, Drive, Shared Drives, Contacts, and Calendar.
• Understanding of authentication technologies including OAuth 2.0, SSO, MFA, and service accounts.
• Experience analyzing application logs and troubleshooting cloud-based application issues.
• Basic understanding of DNS, SMTP, HTTPS, and networking concepts.
• Familiarity with user provisioning, permissions management, and role-based access controls.
• Basic SQL knowledge, including the ability to run queries, analyze data, and assist with troubleshooting database-related issues.
• Understanding of data retention, compliance, backup methodologies, and disaster recovery concepts.
• Experience using ticketing systems and CRM platforms.
• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication skills.

Preferred Skills

• Experience supporting SaaS backup and recovery platforms.
• Familiarity with Microsoft Graph API and cloud application integrations.
• Basic PowerShell knowledge for Microsoft 365 administration.
• Understanding of cloud security best practices and data protection principles.
• Experience working in a customer-facing technical support environment.
• Preferred Certifications Industry‑accepted certifications or equivalent work experience in one or more of the following areas:
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Google Workspace Administrator Certification
• Google Cloud Digital Leader
• Associate Cloud Engineer.