Senior Support Engineer | IT Infraestructure Company | 📍Remote

Prometeo Talent • Traverse City, MI

27d • Remote

About The Position

We are looking for an infrastructure-minded Support Engineer with real depth in backup and recovery, someone who can get into the technical weeds and solve complex problems independently. This is not a developer role. You'll work directly with customers to understand their challenges, troubleshoot across their environments, and keep their data protection running smoothly. We're looking for someone with the potential to grow into an advanced (L3) technician: strong fundamentals today, and the drive to go deeper. You'll be part of a small, collaborative team that provides follow-the-sun support, so this role covers hours outside the standard US business day. Because of that, we need someone who works well autonomously and stays responsive when it matters. Strong, professional English is important since you'll integrate closely with our team and communicate with clients. That said, we value technical depth first. If your English is solid and your backup expertise is strong, we want to hear from you.

Requirements

• 6+ years of experience in similar roles working with the technologies listed below
• Windows and Linux administration
• VMware vSphere
• IP networks
• Experience as a System Administrator
• Experience as a Backup Administrator
• Data Protection / Backup & Recovery software (Cohesity, Rubrik, Commvault, Veeam, Keepit, N2WS). Experience with any one of these transfers well; our environment runs on Cohesity.
• Strong, professional English

Nice To Haves

• Familiarity with cloud platforms (AWS / Azure / GCP / OCI), M365 / Entra, infrastructure-as-code (Terraform, Ansible, Packer), or Kubernetes is a plus.
• Resourceful, analytical, and able to work through complex issues on your own.
• Explain technical concepts and the impact of technical issues clearly to customers.
• Friendly, easy-going, and team-oriented.

Responsibilities

• Triage & troubleshooting: Receive, manage, and respond to alerts, calls, and trouble tickets.
• Customer collaboration: Work directly with customers on calls and screen-sharing sessions, diagnose issues, and provide clear action plans that put them at ease.
• Critical response: Respond to critical issues 24x7x365 as part of an on-call rotation.
• Automation: Automate the collection of backup system health, backup and recovery jobs, and general environment status; streamline repeatable tasks.
• Monitoring & resolution: Monitor backup systems and performance, identify issues that need attention, troubleshoot, and resolve, including on the source systems being backed up.
• Root cause analysis: Troubleshoot outages and perform root cause analysis to prevent recurrence.
• Security & compliance: Configure access using a least-privileged approach, audit, and ensure adherence to policies and procedures.
• Upgrades: Communicate upgrade and rollback plans, and execute upgrades.
• Documentation: Maintain an internal wiki with technical documentation, manuals, and IT policies.

What This Job Offers

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