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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** North Inc - **Location:** North Attleborough, MA, United States - **Experience:** Expert - **Salary:** $70,000.0 - **Contract:** Permanent contract - **Skills:** Cyber Security, Networking Hardware, Network Architecture, Routing, Security Information and Event Management, Firewalls (Computer Science), Network Support, Fortinet - **Published:** July 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=72a0f0bd31f21300 ## About the Role * 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 ## Description 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 ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [WeAreDevelopers LIVE - Back to CODE100](https://www.wearedevelopers.com/videos/1909-wearedevelopers-live-back-to-code100) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [Events like RSAC Get You CISOs. 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