Support Engineer

Responsibilities

• Act as a technical leader within the Operations Support team 
• Receive and work escalations from Support Team members and provide timely and effective resolutions within SLAs 
• Support Premier level customers following designated procedures and priorities 
• Solve complex customer issues involvingNetwork Routing and Switching,Network Security and Firewall, Virtualization, Storage, andBackup and Disaster Recovery 
• Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis 
• Engage with Operations Leaders to improve operational processes, driving efficiency and productivity 
• Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials 
• Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs 
• Participate in knowledge-sharing activities 
• Partner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projects 
• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services 
• Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work 
• Maintain continued education and certifications
• Work in ServiceNow to support internal and external customers

Requirements

• Exceptional written and verbal communication skills 
• Ability to manage multiple assignments and operate with minimal supervision, adjusting priorities accordingly 
• Able to maintain a professional demeanor under stress 
• Demonstrated willingness to learn and adapt to changes in technology, tools, and processes 
• Possess an analytical and problem-solving mindset 
• 5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment 
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience 
• Strong experience with Cisco routers and switches 
• Basic understanding of Linux/Unix and Windows operating systems 
• Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have 
• Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA) 
• Extensive experience in managing Private Cloud virtualization environments, particularly VMware 
• Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp) 
• Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto) 
• Possess an intermediate understanding of networking principles 
• Proficiency in interpreting network diagrams and layouts 
• Cisco certifications preferred but not required; CCNP, CCIP, CCIE