We are looking for a Staff IT Engineer who is responsible for the technical health of the MSP's entire client base. You aren't just fixing a server; you are designing the standard blueprint for how servers are deployed across 50 different companies. You serve as the bridge between business goals and technical execution, reporting typically to the CTO or Director of Engineering.
Key Responsibilities
1. Technical Strategy & Standardization
Blueprint Design: Develop "Gold Standards" for client environments (e.g., standardizing Entra ID configurations or Intune policies across all tenants).
Platform Engineering: Manage and optimize the MSP's core toolset (RMM, PSA, Backup portals, and Documentation platforms).
Technology Roadmap: Evaluate emerging tech (like AI-driven helpdesk automation) and decide if/how to integrate it into the service offering.
2. High-Level Architecture & Escalation
Tier 4 Support: Act as the final "buck stops here" point for the most catastrophic or persistent technical issues.
Project Architecture: Design complex migrations (Cloud-to-Cloud, M&A integrations) that Senior Engineers then execute.
Root Cause Analysis (RCA): Lead investigations into systemic failures to ensure they never happen again across any client site.
3. Mentorship & Team Development
Multiplier Effect: You are measured by how much better you make the other engineers. You conduct code/script reviews and technical workshops.
Documentation Standards: Define how the team documents environments to ensure "Single Pane of Glass" visibility.
4. Security & Compliance
Hardening: Oversee the implementation of zero-trust frameworks and MFA across the entire MSP stack.