Support Engineer III

• 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.

• 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.

• 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.