Support Engineer

The Support Engineer builds on frontline support capabilities and assumes greater technical responsibility within the NAN operations team. In addition to handling inbound client support and connectivity issues, the Support Engineer is qualified to execute SilverSky MxDR onboarding workflows and participates in the on-call rotation. With managerial approval, Support Engineers may also take on basic managed device onboarding and perform MACD (Moves, Adds, Changes, Deletes) functions, providing a structured pathway toward expanded technical scope., Client Support and Escalation Handling

• Handle all frontline support and connectivity-related client inquiries, including escalated issues from Support Specialists

• Manage multiple open tickets simultaneously under pressure with strong organizational discipline

• Communicate professionally with clients and internal stakeholders throughout the support lifecycle

SilverSky MxDR and On-Call Coverage

• Execute SilverSky MxDR onboarding procedures in coordination with the security operations team

• Participate in the on-call rotation, providing after-hours technical support coverage as scheduled

Managed Devices and MACD (With Managerial Approval)

• With appropriate managerial approval, perform basic managed device onboarding tasks including initial configuration and client handoff documentation

• With appropriate managerial approval, execute MACD changes on managed client environments

Knowledge and Development

• Maintain accurate and thorough documentation of all work within NAN’s ticketing and PSA systems

• Contribute to team knowledge sharing and participate in structured training toward advanced certifications

What This Role Is Accountable For

• Consistent, high-quality handling of frontline support and escalated connectivity issues

• Execution of SilverSky MxDR onboarding engagements on schedule and within defined procedures

• Reliable participation in the on-call rotation as scheduled

• Documentation quality and currency across all assigned tickets and work items

What This Role Is Not

• Not an independent MACD or device onboarding executor: these activities require explicit managerial approval before execution

• Not a Level 1 escalation authority: Level 1 escalation handling is not within the independent scope of this role

• Not a project engineering resource: project assignments are outside the scope of this role

What This Role Owns

The Support Engineer owns:

• Frontline support and connectivity support within defined scope

• SilverSky MxDR onboarding execution

• On-call rotation participation as scheduled

• Ticket documentation and PSA hygiene for all assigned work, * MACD changes and basic device onboarding require explicit approval before execution - these functions are never assumed independently

• Escalations from Support Specialists are accepted; Level 1 engineering escalations require a separate pathway and approval

• The Support Engineer coordinates with, but does not override, the Support Engineer II or Network Engineering tiers

• 2-4 years of experience in a network support, NOC, or managed services environment

• Fortinet NSE 3 certification or equivalent; active progress toward NSE 4 strongly preferred

• Working knowledge of managed security services, endpoint protection, and SIEM/MDR concepts

• Hands-on experience with network device configuration (firewalls, switches, routers) in a support capacity

• Familiarity with SilverSky or comparable managed detection and response platforms

• Strong organizational skills with the ability to manage multiple open tickets simultaneously under pressure

• Effective written and verbal communication skills

Preferred Qualifications

• Prior MSP or NOC experience with SilverSky, CrowdStrike, or similar MDR platform exposure

• Active pursuit of Fortinet NSE 4 or equivalent vendor certification

• Experience with after-hours on-call support in a managed services environment

Core Competencies

• Technical troubleshooting

• Client communication

• Escalation management

• Documentation discipline

• On-call reliability

• Security platform awareness

• Time management

• Continuous learning, * 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, * Frontline support issues are resolved consistently, with escalations that are clean and well-documented

• SilverSky MxDR onboarding engagements are executed on schedule and without errors

• On-call coverage is reliable and clients receive professional after-hours support

• Approved MACD and onboarding tasks are executed accurately within change management standards

• Progress toward NSE 4 is consistent and visible

Pay: From $70,000.00 per year

Benefits:

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