Support Engineer

• In this role, you will collaborate with multiple departments and stakeholders across a diverse range of technologies and technical areas ranging from network architecture to storage solutions, disaster recovery to virtualization, and more. This role empowers you to work on cutting-edge technologies and contributes to our commitment to innovation and customer support excellence
• 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 involvingNetwork Routing and Switching,Network Security and Firewall, Virtualization, Storage, andBackup 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

Benefits

• Health, Vision & Dental
• Life & Long-Term Disability Insurance
• PTO, Sick/Personal Time & 10 Paid Holidays
• 401(K) Match
• Paid Maternity, Paternity & Adoption Leave- Lightedge Solutions is currently looking for an experienced and dynamic Support Engineer to join our team
• If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!
• Demonstrated willingness to learn and adapt to changes in technology, tools, and processes
• Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have
• Possess an intermediate understanding of networking principles
• Ability to manage multiple assignments and operate with minimal supervision, adjusting priorities accordingly
• Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA)
• Possess an analytical and problem-solving mindset
• Basic understanding of Linux/Unix and Windows operating systems
• Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp)
• Exceptional written and verbal communication skills
• Proficiency in interpreting network diagrams and layouts
• Able to maintain a professional demeanor under stress
• Cisco certifications preferred but not required; CCNP, CCIP, CCIE
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
• 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
• Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto)
• Strong experience with Cisco routers and switches
• Extensive experience in managing Private Cloud virtualization environments, particularly VMware