Support Engineer

📋 Description

• Act as a technical leader in Operations Support; handle escalations within SLAs.
• Support Premier level customers following prescribed procedures and priorities.
• Resolve complex issues across networking, security, virtualization, storage, and DR.
• Collaborate with Platform Engineers for advanced troubleshooting and root-cause analysis.
• Improve operational processes and maintain internal docs and customer materials.
• Provide after-hours on-call support and use AI tools to boost efficiency.

🎯 Requirements

• Exceptional written and verbal communication skills.
• Ability to manage multiple assignments with minimal supervision.
• Maintain professional demeanor under stress.
• Willingness to learn and adapt to changes in technology/tools/processes.
• 5+ years cross-platform support experience with at least 3 years in a Cloud Provider or MSP environment.
• Strong experience with Cisco routers and switches.