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