isienterprises2mo ago

Support Engineer III

United States·Restonmid

Customer SupportSupport Engineer

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Quick Summary

Overview

The Support Engineer III role is a technical leader within the Support Department, reporting to the Manager of Support. This role is responsible for escalation support, administration of key systems,

Technical Tools

Customer SupportSupport Engineer

Responsibilities

~3 min read

→Technical Leadership & Tier 3 Support
→Act as the highest-level technical escalation point for engineering-related client and internal issues.
→Lead technical troubleshooting, root cause analysis, and proactive problem resolution.
→Ensure clear, client-friendly communication of technical solutions to enhance customer trust and satisfaction.
→Cloud & Infrastructure Engineering
→Design, implement, and optimize hybrid cloud environments (Azure, AWS, GCC/GCC High) with a focus on automation, scalability, and performance.
→Develop and implement automation strategies (PowerShell, Python) to streamline provisioning, monitoring, and system management.
→Maintain 99.99% uptime and high availability through proactive infrastructure monitoring, redundancy strategies, and disaster recovery planning.
→Ensure compliance with NIST 800-171, CMMC, and FedRAMP, partnering with Cybersecurity & Compliance teams

Collaboration & Cross-Department Support

→Partner with Program Management (PMO) to execute client onboarding/offboarding and compliance readiness projects, ensuring technical feasibility and smooth transitions.
→Work with Cybersecurity to align cloud and infrastructure security with NIST 800-171, CMMC, and FedRAMP standards. (Security implementation is managed by the Cybersecurity team.)
→Support Compliance teams in audits by ensuring technical configurations meet compliance requirements.
→Collaborate with Account Management & Client Success to educate clients on infrastructure modernization, automation, and cloud strategy improvements.

Operational Maturity & Continuous Improvement

→Support the MSP Customer Success Managers to educate clients on infrastructure improvements, security hardening, and IT best practices.
→Provide technical insights during project meetings and business reviews to ensure client expectations are met.
→Enhance customer satisfaction by ensuring clear, structured technical communication.
→Conduct knowledge-sharing sessions for Tier 1 & Tier 2 engineers, reducing Tier 3 escalations and improving team expertise.

Qualifications
→U.S. Citizenship is required.
→Must be eligible to obtain and maintain a U.S. Government security clearance.
→Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
→6+ years of experience in IT engineering, with a focus on MSP/MSSP environments.
→Strong expertise in Microsoft 0365 (GCC/GCC High preferred), including Entra, Exhange, Intune, Purview, Sharepoint, Teams.
→Azure Entra, Infrastructure, Networking, Migration, Storage accounts (AWS a plus)
→Proficiency with Active Directory and hybrid environments, including GPO and NPS.
→Ability to support Mac, iPhone and supporting tools
→Azure AI, Copilot, and other AI product support a strong plus
→Advanced knowledge of networking (firewalls, VPNs, SD-WAN, SASE)
→Windows/Linux infrastructure, and virtualization technologies.
→Hands-on experience with automation/scripting (PowerShell, Python, Ansible) to optimize deployments and system management.
→Proficiency in infrastructure monitoring, performance tuning, and high-availability designs.
→Strong understanding of MSP/MSSP tool stack management (RMM, PSA, SIEM, EDR, Email Security, Backup solutions).
→Ability to collaborate with security teams, ensuring infrastructure aligns with security and compliance standards (NIST 800-171, CMMC, FedRAMP).
→Strong problem-solving skills and technical leadership experience, mentoring junior engineers and driving automation initiatives.

What we offer:

→Competitive salary range: $90,000 - $100,000 (commensurate with experience).
→Comprehensive benefits package, including generous PTO.
→Flexible hybrid work schedule.
→Opportunities for professional growth and training.
→A collaborative and innovative company culture that values teamwork and continuous improvement.