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# Support Center Engineer IV

- **Company:** RED SHIFT RECRUITING LLC
- **Location:** Saratoga Springs, NY, United States
- **Experience:** Expert
- **Salary:** $105,000.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Systems Engineering, Microsoft Azure, Hyper-V, Windows Servers, Information Technology, Vmware
- **Published:** October 29, 2026
- **Apply:** https://www.thejobnetwork.com/job/e5c530fe-208e-412d-a414-b00b0b7cacb4/support-center-engineer-iv

## About the Role

* Bachelor's degree in computer science or a related field, or equivalent hands-on experience
 * 8+ years in IT engineering and systems administration, including Windows Server, Microsoft 365, and Azure
 * Working knowledge of enterprise infrastructure: compute, networking, storage, and virtualization (VMware and Hyper-V)
 * Solid grounding in LAN/WAN networking and server and workstation setup
 * Microsoft certifications such as AZ-104, AZ-140, and SC-300
 * Advanced troubleshooting skills and a calm, methodical approach to escalations
 * Prior experience leading or mentoring technical staff
 * Clear, confident written and verbal communication with both engineers and executives

Work Setting

 * Hybrid schedule with three days per week on site
 * Standard 40-hour week, with extra hours when situations require it
 * Participation in an on-call rotation
 * Occasional lifting of up to 25 lbs

Why This Role This is a chance to be the technical backbone of a support team, with real influence over how customers are served and how engineers develop. If you're an experienced problem-solver who enjoys leading by example, we'd like to talk.

## Description

Employment Type: Full-Time The Opportunity Our growing client is looking for a senior-level engineer to be the go-to technical expert inside its support organization. You'll be the person the team turns to when a problem is too big or too tangled for anyone else, guiding the response to serious outages, finding out why things broke, and making sure they don't break the same way again. Just as important, you'll lift the skills of the engineers around you and help shape how the support organization works. What You'll Be Doing Being the Technical Anchor

 * Serve as the top technical escalation point for the support team, picking up the toughest issues from the first three support tiers
 * Take charge of the technical side of major incidents and service disruptions, and join an on-call rotation as the senior responder
 * Dig into root causes, define fixes and preventive measures, and improve monitoring and alerting so repeat issues are caught early

Guiding New Customers

 * Own the technical experience for new customers from go-live through roughly their first 90 days
 * Help bridge the gap between project and onboarding teams and day-to-day support, with strong documentation to back the handoff
 * Visit customer sites when the situation calls for it

Growing the Team

 * Coach and mentor engineers, and create and deliver technical training sessions
 * Review escalated tickets for quality and share feedback that raises the bar
 * Build out runbooks, knowledge articles, and automation that make the whole team faster and more consistent

Shaping Solutions and Customer Confidence

 * Join pre-sales conversations to walk through technical approaches and help design solutions
 * Turn what the support team learns into new service ideas and best-practice standards
 * Support technical conversations with customer leadership during escalations and keep the feedback loop between customers and engineering healthy