Senior Technical Support Engineer (2)

Senior Technical Support Engineer

This role is a senior-level technical support position responsible for ensuring seamless IT operations across a modern, cloud-first environment.You will act as the primary escalation point for complex technical issues affecting end users, with a strongfocus on Microsoft 365, identity, and endpoint ecosystems.The role combines hands-on troubleshooting with systems ownership, requiring both depth of expertise and a proactive mindset for improving IT processes.You will independently manage high-impact incidents while contributing to long-term improvements in documentation, automation, and user experience.

Working closely with staff and leadership, you will help ensure technology remains reliable, secure, and efficient across a distributed remote workforce.This position is ideal for someone who enjoys solving complex problems end-to-end and shaping how IT support evolves over time.

Accountabilities:

• Serve as the primary escalation point for advanced technical support issues, ensuring rapid diagnosis and resolution across Windows, macOS, mobile, and SaaS environments
• Independently triage, investigate, and resolve support tickets, documenting root causes, actions taken, and resolutions with a high level of accuracy and clarity
• Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, Entra ID, and related collaboration tools
• Implement and maintain secure access, identity, and collaboration policies across users, groups, and external partners
• Support endpoint management and lifecycle processes using tools such as Intune and JAMF, including onboarding, offboarding, and device troubleshooting
• Analyze and remediate security-related incidents such as phishing attempts, spam, and endpoint threats in collaboration with security tools and practices
• Contribute to IT projects, system improvements, documentation development, and training materials to enhance overall service delivery
• Provide end-user training and guidance to improve secure and effective use of technology platforms

Requirements:

• 5–10 years of Tier 2/3 IT support experience in Windows, macOS, and Microsoft 365 environments
• Associate or bachelor's degree in IT, Computer Science, or a related field preferred
• Industry certifications such as Microsoft 365 Certified Administrator/Endpoint Administrator, CompTIA A+/Security+, or equivalent
• Strong expertise in Microsoft 365 administration, including tenant-level configuration and production changes impacting users
• Hands-on experience with Exchange Online, Teams, SharePoint Online, and Entra ID administration
• Experience managing identity, access controls, group policies, licensing, and user lifecycle processes
• Proficiency in endpoint management using Intune and JAMF across Windows, macOS, iOS, and Android devices
• Strong troubleshooting skills with the ability to perform root cause analysis across complex systems and integrations
• Experience diagnosing and resolving email security issues, including phishing and spam analysis using headers and mail flow tools
• Solid understanding of networking fundamentals, including Wi-Fi, IP configurations, and printer troubleshooting
• Strong communication skills with the ability to support both technical and non-technical users effectively
• Proven ability to manage support queues independently with strong prioritization and follow-through
• High attention to detail, autonomy, and ability to learn new SaaS platforms quickly

Benefits:

• Remote-first role within the United States
• Annual salary range of $85,000 – $105,000 depending on experience
• Comprehensive benefits package (healthcare, retirement, and additional employee support programs)
• Opportunity to work in a mission-driven, highly collaborative environment
• Exposure to modern cloud technologies and enterprise-scale Microsoft 365 environments
• Strong autonomy and ownership over technical systems and decision-making
• Professional development opportunities, including training and certification support.