Support Center Engineer 4

For Resume collection/notes

Position Summary

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.

Key Responsibilities

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.

Qualifications

Education

• 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.

Work Conditions

• 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.

This role functions as the technical backbone of the Support Center, ensuring escalation leadership, technical excellence, and consistently exceptional customer outcomes.