Client Engineer

Varsity Technologies • San Francisco, CA

2d • Hybrid

About The Position

Varsity, a company under Treeline, is seeking a Client Engineer to handle complex technical issues across remote and onsite client environments. Based in the Bay Area, this hybrid role combines senior-level remote support with in-person client engagement and travel to client sites as needed. The engineer takes escalations from Specialist I, investigates root causes, deploys technology, resolves issues, and builds strong client relationships. The position requires independent judgment, professional communication with users at all levels, and the ability to manage ambiguity in both remote and field settings.

Varsity is a technology services company operating as part of Treeline, which is building a software stack to transform managed service providers into a software-defined model powered by automation and AI. The company serves nonprofit, education, and healthcare organizations, helping them make strategic technology decisions and deliver solutions grounded in proven methodology and exceptional service.

The Client Engineer supports multiple client environments and works with M365, macOS, networking, generative AI platforms, and PSA/RMM tools. The role includes assessing whether issues should be handled remotely or onsite, communicating scope and timelines, maintaining accurate records, and producing reusable documentation. Candidates must be based in the Bay Area and have a valid driver's license and reliable personal transportation for client visits.

Requirements

• 3 to 5 years of IT support experience, including demonstrated experience resolving escalated or complex issues in a managed services environment.
• Based in the Bay Area, with a valid driver's license and reliable personal transportation for client site visits.
• Hands-on M365 administration experience with Exchange, SharePoint, Teams, and Entra ID/AAD, including policy, permissions, and tenant-level configuration.
• Advanced macOS support experience, including security and system settings, application deployment, MDM tools, Apple Business Manager, iOS and Apple Cloud integration, and complex login and security issue resolution.
• Experience troubleshooting networking issues, including DNS, DHCP, VPN, and firewall concepts beyond the basics.
• Working knowledge of Microsoft Copilot, Google Gemini, ChatGPT, and Claude, including applied prompt techniques and understanding of the underlying technologies.
• Proficiency with RMM and PSA platforms and willingness to learn the company's specific tooling quickly.
• Ability to assess whether an issue requires remote or onsite resolution and whether it can be handled promptly or needs a longer-cycle approach.
• Strong communication skills and ability to adapt tone, detail, and prioritization when supporting individual users, managers, and executives.
• Strong interpersonal skills and ability to build rapport and maintain professional, trusted relationships across varied personalities and seniority levels.
• Comfort representing the company professionally at client sites and communicating confidently face-to-face.
• Methodical approach to ambiguous problems, including diagnosing before fixing and documenting during the process.

Nice To Haves

• Certifications such as CompTIA Network+, Security+, Microsoft 365 Administrator (MS-102), or equivalent.
• Experience supporting multi-client MSP environments.

Responsibilities

• Take ownership of tickets escalated from Specialist I, from intake through root-cause resolution and client communication.
• Assess escalated issues to determine the appropriate resolution approach, including whether onsite support is required and whether resolution is prompt or longer-cycle; communicate scope and timelines to clients and internal stakeholders.
• Travel to client sites across the Bay Area to deploy technology, resolve hands-on issues, and maintain in-person client relationships.
• Adjust communication and prioritization to the needs of individual users, managers, and executives.
• Diagnose and resolve infrastructure-level issues involving M365 tenant configuration, networking, endpoint management at scale, and cross-system dependencies.
• Administer Exchange, SharePoint, Teams, and Entra ID/AAD, including policies, permissions, and cross-tenant issues.
• Provide advanced macOS support, including security and system settings, application deployment and management, MDM tools, Apple Business Manager, iOS and Apple Cloud integration, and complex security and login issues.
• Troubleshoot DNS, DHCP, VPN, and firewall issues and coordinate with network vendors when needed.
• Support end users and client organizations using generative AI platforms, applying knowledge of prompt techniques and the underlying technologies to troubleshoot and advise.
• Communicate directly with client contacts and end users about complex issues, set expectations, explain technical findings, and maintain trust through longer resolution cycles.
• Use PSA and RMM platforms to manage escalated work, maintain accurate records, and support reporting visibility across client accounts.
• Create thorough, reusable documentation for complex resolutions, configurations, and recurring patterns.
• Maintain working knowledge of multiple client environments and recognize potential patterns across accounts.

Benefits

• Competitive salary and comprehensive benefits package.
• Flexible working conditions.
• 100% medical, dental, and vision coverage.
• Benefits designed to support the health and wellness of employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed