Solutions Engineer

We’re seeking a senior-level Solutions Engineer to serve as a high-level escalation and technical authority across client environments. This role focuses on advanced troubleshooting, architectural guidance, and solution validation — not day-to-day break/fix work or project execution.

You’ll be the escalation anchor our team turns to when problems are complex, environments are nuanced, and the solution needs careful thought.

**Key Responsibilities

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• Advanced Technical Support & Escalation

Serve as a Tier 3 escalation point for complex technical issues across client environments

Resolve advanced infrastructure, network, and systems issues with minimal oversight

Maintain clear communication with internal teams and clients while meeting SLA expectations

Set the technical standard for problem diagnosis, resolution, and documentation

• Solution Design & Technical Guidance

Design and recommend scalable, secure infrastructure and network solutions

Evaluate existing client environments and identify gaps in performance, availability, and security

Provide architectural guidance and validation without being responsible for project execution

Support design decisions related to LAN, WAN, VPN, wireless, and cloud connectivity

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Microsoft 365, Azure, and cloud services

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Network security and firewall platforms

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Routing, switching, wireless, and VPN technologies

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Backup, disaster recovery, and business continuity solutions

Apply deep knowledge of DNS, IP routing, QoS, IPsec, and VoIP

• Documentation & Knowledge Sharing

Maintain accurate system documentation and configuration standards

Contribute to internal knowledge bases and technical procedures

Share expertise and mentor engineers to elevate overall technical capability

**Required Qualifications

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5+ years of experience in a client-facing IT role (MSP experience strongly preferred)

Advanced expertise in network infrastructure, systems administration, and cloud platforms

Proven experience in escalation-based or Tier 3 technical support roles

Strong troubleshooting skills across complex, multi-client environments

Ability to translate technical complexity into clear, plain-language communication

You should be proficient in:

• Bachelor's Degree
• MSP