Act as a technical leader within the Operations Support team
Receive and work escalations from Support Team members and provide timely and effective resolutions within SLAs
Support Premier level customers following designated procedures and priorities
Solve complex customer issues involving Network Routing and Switching, Network Security and Firewall, Virtualization, Storage, and Backup and Disaster Recovery
Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis
Engage with Operations Leaders to improve operational processes, driving efficiency and productivity
Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials
Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs
Participate in knowledge-sharing activities
Partner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projects
Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work
Maintain continued education and certifications
Work in ServiceNow to support internal and external customers

5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
Strong experience with Cisco routers and switches
Basic understanding of Linux/Unix and Windows operating systems
Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have
Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA)
Extensive experience in managing Private Cloud virtualization environments, particularly VMware
Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp)
Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto)
Possess an intermediate understanding of networking principles
Proficiency in interpreting network diagrams and layouts
Cisco certifications preferred but not required; CCNP, CCIP, CCIE

Support Engineer

Key skills