Client Support Engineer IV
About The Position
ANM is a leading IT solutions provider helping organizations secure, connect, and transform their technology environments. For more than 30 years, ANM has partnered with clients to design, procure, deploy, and manage solutions across networking, cloud, cybersecurity, data center, and modern workplace technologies. Built on deep engineering expertise and trusted partnerships, ANM delivers practical solutions that reduce risk, simplify operations, and support long-term growth. From consulting and architecture to implementation, managed services, and lifecycle support, ANM helps clients move forward with confidence and stay prepared for what’s next. The Tier 3 Security Engineer will serve as the primary escalation point for client support issues within ANM’s Managed Services organization. This role acts as the highest level of escalation for priority incidents and provides technical guidance to Tier 2 and Service Desk team members. The ideal candidate will bring advanced expertise in networking and security, along with strong customer support, communication, and collaboration skills to work effectively across teams.
Requirements
- Professional-level Cisco certification (CCNP Enterprise, Security, or Data Center) required
- 7+ years of experience with routing and switching network technologies
- Proficient with AT LEAST THREE of the following technologies for SEVEN OR MORE YEARS: Identify Services Engine - ISE, Palo Alto Firewalls and Panorama, including Prisma Access and Prisma SD-WAN, Firepower Management Console - FMC and managed devices (Firepower Threat Defense - FTD), Cisco SD-Access, Cisco SD-WAN, Public cloud infrastructure (AWS or Azure), Meraki MX, MS, MR and SDWAN, Automation / Programmability: Python / Ansible
- Ability to translate technical findings into clear, business-aligned recommendations
- Strong collaboration with Client Success and cross-functional teams
- Excellent verbal and written communication skills
- Customer-focused mindset with strong follow-through
- Strong mentoring approach and commitment to continuous learning
- Ability to work independently and take initiative
- Must have a valid driver’s license and motor vehicle insurance.
Nice To Haves
- Expert-level Cisco certification (CCIE Security, Enterprise, or Data Center) preferred
- ITIL Foundation (or higher) preferred.
Responsibilities
- Provide diagnostic and resolution support for priority incidents and lead root cause analysis, including documentation of findings
- Act as a mentor to Tier 2 and Service Desk team members by providing technical guidance
- Evaluate client environments and recommend optimizations and improvements
- Resolve escalated incidents beyond Tier 2 capabilities in a timely manner
- Participate in project activities as needed
- Create and maintain documentation and standard operating procedures (SOPs)
Benefits
- Medical, Dental and Vision Insurance
- Life Insurance; Short-Term and Long-Term Disability
- 401(k) Retirement Plan
- Paid Time Off
- Flexible Spending Account
- Employee Recognition Rewards
- Career training geared toward professional growth
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
