Support Engineer II

The Support Engineer II represents a meaningful step up in technical authority and scope within the NAN support organization. At this level, engineers independently execute the full range of support functions including managed device onboarding and MACD changes, and continue to participate in the on-call rotation. The Support Engineer II is also eligible to handle Level 1 support escalations with appropriate managerial approval, bridging the gap between support and engineering functions., Tier 2 Support and Escalation Handling

• Provide Tier 2 support coverage, handling complex connectivity and managed service issues with independence
• Serve as a point of escalation from Support Engineers and Support Specialists
• With managerial approval, manage and resolve Level 1 escalations, coordinating with Network Engineering as needed

Managed Device Onboarding and MACD

• Independently perform basic managed device onboarding, including provisioning, initial configuration, and client handoff documentation
• Execute MACD changes across client managed environments in compliance with NAN change management protocols

SilverSky MxDR and On-Call

• Execute SilverSky MxDR onboarding engagements including pre-deployment validation and integration testing
• Participate in on-call rotation as a reliable escalation resource for after-hours incidents

Documentation and Development

• Maintain detailed and accurate records of all engineering activities, change events, and client interactions
• Actively develop Fortinet and related vendor proficiency in preparation for network engineering advancement

What This Role Is Accountable For

• Independent execution of managed device onboarding and MACD changes within change management standards
• Reliable Tier 2 support coverage with appropriate escalation handling
• SilverSky MxDR onboarding execution on schedule and per defined procedures
• On-call participation as scheduled and clean handoff of after-hours issues
• Accurate documentation of all work in NAN’s PSA and ticketing systems

What This Role Is Not

• Not a Level 1 escalation authority without approval: Level 1 escalation ownership requires explicit managerial authorization before assumption
• Not a project engineering or client architecture resource: these functions are outside the scope of this role
• Not a sales or pre-sales resource

What This Role Owns

The Support Engineer II owns independently:

• Frontline support, connectivity support, SilverSky MxDR onboarding, managed device onboarding, MACD changes, and on-call participation
• Level 1 escalation handling when explicitly authorized by management

What This Role Does Not Own

The Support Engineer II does not own:

• Independent Level 1 escalation authority without prior managerial approval
• Project engineering, client architecture, or NAN core infrastructure responsibilities
• Sales engineering or pre-sales activities, * Managed device onboarding and MACD are within independent scope - Level 1 escalation ownership is not assumed without approval
• This role is a key bridge between support and engineering tiers - escalation paths must be followed rigorously
• Active technical development toward NSE 4 and Network Engineering readiness is an ongoing expectation

This role is well-suited for experienced support professionals developing the technical depth and independent judgment required for transition into the Network Engineering track. The Senior Support Engineer II designation is available after two or more years of tenure and reflects professional maturity and technical proficiency - it does not constitute a separate role or compensation band., * 4-6 years of experience in managed services, network operations, or technical support engineering

• Fortinet NSE 4 certification or equivalent; NSE 5 or higher is advantageous
• Demonstrated hands-on proficiency with firewall policy management, VPN configuration, and network troubleshooting
• Experience with managed device onboarding workflows in an MSP or enterprise environment
• Ability to work independently, prioritize competing demands, and make sound technical decisions under pressure
• Familiarity with ITIL or similar change management frameworks preferred
• Strong client communication skills including the ability to articulate technical concepts to business stakeholders, * Active Fortinet NSE 5 certification or enrollment
• Prior experience handling Tier 2 escalations in a multi-client MSP environment
• Demonstrated success executing SilverSky or comparable MDR onboarding

Core Competencies

• Independent technical judgment
• Change management discipline
• Client communication
• Escalation management
• Device onboarding accuracy
• Security platform proficiency
• Documentation thoroughness
• Continuous development, * Fortinet ecosystem design and deployment: 2 years (Required)
• enterprise or mid-market, complex tech solution design: 5 years (Required)
• sales engineering or solution architecture: 2 years (Required)
• MSP or MSSP: 2 years (Required)
• network architecture (firewalls, routing/switching, etc.) : 10 years (Required)

Work Location: Hybrid remote in North Attleboro, MA 02760

Pulled from the full job description

• Professional development assistance
• Parental leave
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, Success in This Role Looks Like
• Managed device onboarding and MACD changes are executed accurately, on schedule, and with clean documentation
• Tier 2 support is handled with confidence and clients receive prompt, professional resolution
• Level 1 escalations - when authorized - are owned fully and resolved within SLA
• SilverSky MxDR onboarding engagements are completed without rework
• This role is seen as a reliable bridge between the NAN support and engineering organizations

Pay: From $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance