Lead IT System Engineer

Lead IT Systems Engineer - Level 4 (L4) Server Appliance Deployment Support

The role is responsible for providing remote Level 4 (L4) support to field engineers who install, upgrade, and perform hardware refreshes of the Ethos Server Appliance. This includes rapidly analyzing deployment failures - particularly those caused by customer network and infrastructure conditions such as misconfigured ports, DNS, NTP, proxy, and TLS packet-inspection issues - so that customers can be promptly notified of the root cause. The position is embedded within the Engineering organization, where training and on-the-job support are provided.

Key Responsibilities

• Provide remote L4 support to field engineers during Server Appliance installations, upgrades, and hardware refreshes, including data-migration scenarios that run an old and new appliance in parallel. The global Server Appliance L4 deployment support is provided remotely and requires regular support on the weekends as well.
• Rapidly diagnose customer-side network and infrastructure failures - firewall port closures, DNS and NTP misconfiguration, proxy connectivity, and TLS/SSL packet inspection - and help the field support to notify the customer of the identified cause.
• Analyze log files across heterogeneous systems (PowerShell installation logs, Grafana Dashboard logs, Veeam Backup reports, and Kubernetes pod states) to determine root cause.
• Document analysis results in a structured, traceable, and easy-to-understand format, using within the L4 Assistance Requests in SalesForce with clear cause classification and detailed resolution notes.
• Distinguish between product defects, deployment errors, and customer-environment issues, and escalate genuine engineering cases to the engineering defect review board.
• Contribute to continuous improvement by documenting common failure patterns, troubleshooting runbooks, and network-prerequisite checklists to reduce future L4 demand.

Desired Skills and Experience

• Strong network troubleshooting at diagnostic depth: TCP/IP, DNS (including forwarders), NTP, routing, proxy behavior, and TLS/SSL certificate trust chains and packet inspection - able to prove which port or record is missing (e.g., using Test-NetConnection or WireShark).
• Experience with enterprise firewalls (Palo Alto preferred), including HA pairs, configuration commit/sync, and SSL/TLS service profiles.
• Solid IT Systems Engineering background familiar with the Server Appliance technology stack: VMware vSphere/ESXi (incl. PowerCLI and GPU passthrough), Ubuntu Linux, Windows Server, Active Directory, and PKI / certificate management.
• Familiarity with Dell server/iDRAC, Dell/PowerVault storage, Veeam Backup & Replication, Parallels RAS/Citrix Virtual Apps, Kubernetes (RKE2), IaaS automation (Ansible, Terraform, PowerShell), and SSO Authentication (KeyCloack, Oauth, OpenID) is an advantage.
• Experience analyzing log files and identifying root causes across multiple system types.
• Minimum 10 years of IT systems / infrastructure engineering experience, with demonstrated network specialization.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.