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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Center Engineer 4 - **Company:** Cb20 Inc. - **Location:** Saratoga Springs, NY, United States - **Experience:** Expert - **Salary:** $90,000.0 - $115,000.0 - **Contract:** Permanent contract - **Skills:** Systems Engineering, Microsoft Azure, Hyper-V, Microsoft Office, Microsoft Software, Windows Servers, Virtualization Technology, Wide Area Networks, Information Technology, 3-tier Architectures, Vmware - **Published:** May 25, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=185cc4892a44ac26 ## About the Role Do you have experience in Windows Server administration?, Do you have a Bachelor's degree?, * Bachelor's degree in Computer Science or a related field, or equivalent combination of education and experience. * AZ-104, AZ-140 and SC-300 certification. Experience * 8+ years of IT engineering and Windows administration experience, inclusive of Windows server, Office 365, and Azure administrative experience. * Strong background in enterprise infrastructure, including computer, networking, storage, and virtualization. * Leadership experience. Technical Skills * Advanced troubleshooting and escalation management * Networking (WAN/LAN), server and workstation configuration * VMware and Hyper-V virtualization * Microsoft product portfolio and enterprise tooling * Strong written and verbal communication skills Standards & Expectations * Ability to follow standards outlined in the cb20 Company Manual. * Demonstrates professionalism, accountability, and leadership at all times. ## Description As a Support Center Engineer IV (T4), you serve as the senior technical authority and Technical Lead for the Support Center, ensuring customers receive a consistently high-quality Managed Services experience. This role provides leadership during major incidents, drives root-cause analysis and prevention, and ensures technical excellence from onboarding through steady-state support. The T4 acts as the highest technical escalation point, mentors the team, and partners closely with leadership to align technology, process, and customer outcomes., Technical Leadership & Escalation * Serve as the Technical Lead for the Support Center, providing senior-level technical guidance, decision-making support, and oversight for complex or high-impact issues. * Act as the primary technical escalation point for Tier 1-Tier 3 engineers. * Lead technical response during major incidents and outages, guiding troubleshooting efforts and validating root cause and resolution, communications with team and client. * Participate as an on-call senior escalation resource as required. Incident, Problem & Outage Management * Own the technical response and coordination during critical outages and high-priority incidents, ensuring strong technical case management, clear communication, and high-quality customer service from the technical team while driving incidents through to full resolution. * Analyze incidents to determine root cause, corrective actions, and preventive measures. * Implement monitoring and alerting improvements to detect issues earlier. Customer Journey & Onboarding * Own the technical customer experience from Day 0 through Day 90 after customer's go live date. * Support customer onboarding from a technical and documentation perspective. * Bridge the handoff between onboarding/project teams and ongoing support. * Work with customers onsite as needed during onboarding or escalations. Support Center Enablement * Mentor and coach Support Center engineers on best practices and technical troubleshooting. * Develop and deliver technical training to elevate team capability. * Review escalated tickets for quality, accuracy, and completeness. * Identify recurring issues and drive documentation, automation, or process improvements. Documentation, Tools & Process Improvement * Ensure technical documentation and runbooks are complete, accurate, and maintained. * Tightening processes and documentation gaps identified during onboarding or support. Presales & Solutioning * Participate in presales technical walkthroughs and solution design as needed. * Contribute to solutioning technology that originates within the Support Center. * Ensure best-practice technology standards are implemented for Managed Services customers. Customer Experience & Feedback * Oversee the technical customer experience feedback loop. * Support customer and executive-level technical escalations., * Hybrid 3 days per week on site in Malta office. * Work Schedule: 40 hours per week, with additional hours as required by customer or departmental needs. Participate in on-call rotation. * Physical Requirements: Occasional lifting up to 25 lbs. 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