Senior Technical Support Engineer

We are looking for a Senior Technical Support Engineer to provide advanced support to customers, resolve complex technical issues, and ensure a positive support experience. This role combines strong technical troubleshooting with excellent customer communication and the ability to collaborate closely with engineering and product teams., * Provide advanced technical support to customers via phone, email, chat, or ticketing systems.

• Diagnose, troubleshoot, and resolve complex software, hardware, or system-related issues.
• Serve as an escalation point for high-priority or difficult support cases.
• Communicate clearly and professionally with internal and external clients.
• Document troubleshooting steps, resolutions, and recurring issues in the support system or knowledge base.
• Collaborate with engineering, product, and operations teams to investigate root causes and drive fixes.
• Mentor and assist junior support team members.
• Identify trends in customer issues and recommend process or product improvements.
• Some On-Call responsibilities
• Occasional domestic travel may be needed
• This is not a work from home position and daily commute to downtown Atlanta is required. 4 days on site, 1 work from home. Parking and MARTA paid 100%. MARTA Stop is Peachtree Center.

• 10+ years of experience in technical support, customer support, or a related technical role.
• Strong troubleshooting skills with software, hardware, networking, or cloud-based systems.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage multiple cases and prioritize effectively in a fast-paced environment.
• Experience with ticketing systems, documentation, and customer-facing support workflows.
• Ability to work independently while also collaborating across teams.

Preferred Skills

• Experience with SaaS, enterprise software, or IT support environments.
• Familiarity with remote support tools and support ticketing platforms.
• Knowledge of networking, operating systems, and common diagnostic tools.
• Experience contributing to knowledge base articles and support documentation.

Experience

· MS 365 Engineering and Administration (Purview, Security, Intune, Identity\Entra, Exchange, SharePoint, Teams, etc.)

• Azure Engineering and Administration
• Network Engineering and Administration (firewalls, switches, WAPs)
• Windows Server 2019, 2022, 2025 Troubleshooting and Administration
• Windows 10 and 11 - Troubleshooting and Administration
• SQL Server Administration
• Active Directory Engineering and Administration
• MS Hybrid Deployment Administration

Pulled from the full job description Professional development assistance 401(k) Health insurance Retirement plan 401(k) matching Paid time off Employee discount, 100% paid employee health insurance option; generous PTO policy; 401k with match; excellent professional work environment. Must pass various background tests including credit report. SALARY REQUIREMENTS must be submitted with Resume for consideration., * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

* Tell us about your experience with Microsoft Purview and how you've used it in previous environment. * Tell us about your role in managing devices with Microsoft Intune, and what types of deployments or policies have you worked with. * Describe the server environments you've supported, including on-premises, hybrid, or cloud infrastructure. * Please list any Microsoft certifications and following required certs you have: AZ305,AZ140,AZ700,AZ800