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Support Engineer III

The Support Engineer III role is a technical leader within the Support Department, reporting to the Manager of Support. This role is responsible for escalation support, administration of key systems, and providing leadership to Tier 1 and Tier 2 support engineers. This role will also involve complex troubleshooting of technical issues, creating and documenting processes, and automation and scripting, across both internal and client environments.

This position is collaborative with Cybersecurity, Compliance, and Program Management teams to ensure that infrastructure solutions align with security frameworks, operational best practices, and client needs.

Success in this role is measured by improvements in customer retention, profitability, and customer satisfaction, achieved through strong client communication, high-performing teams, automation, and technical mentorship.

Key Responsibilities

• Technical Leadership & Tier 3 Support
• Act as the highest-level technical escalation point for engineering-related client and internal issues.
• Lead technical troubleshooting, root cause analysis, and proactive problem resolution.
• Ensure clear, client-friendly communication of technical solutions to enhance customer trust and satisfaction.
• Cloud & Infrastructure Engineering
• Design, implement, and optimize hybrid cloud environments (Azure, AWS, GCC/GCC High) with a focus on automation, scalability, and performance.
• Develop and implement automation strategies (PowerShell, Python) to streamline provisioning, monitoring, and system management.
• Maintain 99.99% uptime and high availability through proactive infrastructure monitoring, redundancy strategies, and disaster recovery planning.
• Ensure compliance with NIST 800-171, CMMC, and FedRAMP, partnering with Cybersecurity & Compliance teams

Collaboration & Cross-Department Support

• Partner with Program Management (PMO) to execute client onboarding/offboarding and compliance readiness projects, ensuring technical feasibility and smooth transitions.
• Work with Cybersecurity to align cloud and infrastructure security with NIST 800-171, CMMC, and FedRAMP standards. (Security implementation is managed by the Cybersecurity team.)
• Support Compliance teams in audits by ensuring technical configurations meet compliance requirements.
• Collaborate with Account Management & Client Success to educate clients on infrastructure modernization, automation, and cloud strategy improvements.

Operational Maturity & Continuous Improvement

• Support the MSP Customer Success Managers to educate clients on infrastructure improvements, security hardening, and IT best practices.
• Provide technical insights during project meetings and business reviews to ensure client expectations are met.
• Enhance customer satisfaction by ensuring clear, structured technical communication.
• Conduct knowledge-sharing sessions for Tier 1 & Tier 2 engineers, reducing Tier 3 escalations and improving team expertise.

Qualifications

• U.S. Citizenship is required.
• Must be eligible to obtain and maintain a U.S. Government security clearance.
• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 6+ years of experience in IT engineering, with a focus on MSP/MSSP environments.
• Strong expertise in Microsoft 0365 (GCC/GCC High preferred), including Entra, Exhange, Intune, Purview, Sharepoint, Teams.
• Azure Entra, Infrastructure, Networking, Migration, Storage accounts (AWS a plus)
• Proficiency with Active Directory and hybrid environments, including GPO and NPS.
• Ability to support Mac, iPhone and supporting tools
• Azure AI, Copilot, and other AI product support a strong plus
• Advanced knowledge of networking (firewalls, VPNs, SD-WAN, SASE)
• Windows/Linux infrastructure, and virtualization technologies.
• Hands-on experience with automation/scripting (PowerShell, Python, Ansible) to optimize deployments and system management.
• Proficiency in infrastructure monitoring, performance tuning, and high-availability designs.
• Strong understanding of MSP/MSSP tool stack management (RMM, PSA, SIEM, EDR, Email Security, Backup solutions).
• Ability to collaborate with security teams, ensuring infrastructure aligns with security and compliance standards (NIST 800-171, CMMC, FedRAMP).
• Strong problem-solving skills and technical leadership experience, mentoring junior engineers and driving automation initiatives.

What we offer:

• Competitive salary range: $90,000 - $100,000 (commensurate with experience).
• Comprehensive benefits package, including generous PTO.
• Flexible hybrid work schedule.
• Opportunities for professional growth and training.
• A collaborative and innovative company culture that values teamwork and continuous improvement.