Senior Support Engineer

ExtensisHR•Atlanta, GA

About The Position

Montra is looking for a Senior Support Engineer to own the issues that don’t have an easy answer. You’ll be the technical escalation point for our support team — the person Tier 1/2 engineers turn to when a problem needs deeper root-cause work — while also mentoring less experienced engineers and helping shape how we deliver support as we scale. This role suits an experienced problem-solver who’s comfortable being the calm, capable voice with clients on complex or high-visibility issues, and who wants a hand in improving the processes and tools behind the work, including our Via platform.

Requirements

At least 4 years of experience in technical/engineering support in IT, with a track record of owning complex, escalated issues
Strong technical proficiency in MacOS and Windows computer systems in an enterprise environment
Technical experience with MacOS MDMs (Mosyle, Jamf, Kandji, etc.) and Apple Business Manager technologies
Excellent knowledge of our supported software, services, and technologies, with the judgment to diagnose issues outside documented playbooks
Demonstrated ability to mentor and guide less experienced engineers
Strong interpersonal skills, comfortable being the technical voice with clients and vendors on high-pressure issues
Passion for teamwork, continuing education, problem solving, and exceptional customer service
Ability to learn quickly and adapt to changing requirements
Strong written and oral communication skills
Outgoing, organized, detail-oriented, dependable, and flexible

Nice To Haves

Over 6 years of experience in technical/engineering support in IT
Microsoft Certified Professional status
Technical support experience with Microsoft 365, Graph and Azure
Experience with Cisco Meraki, Ubiquiti, SonicWall, and NordLayer, technologies
Technical experience with servers/VMs (Linux, Windows)
Technical experience with scripting a plus (PowerShell, Bash, Python)

Responsibilities

Solve Tier 2/3 support issues using structured root-cause and problem-management processes to resolve them within SLA.
Serve as a technical escalation point and collaborate with other support engineers, providing guidance on complex troubleshooting.
Manage, maintain, and troubleshoot client software, systems, networks, cloud, security, and SaaS services.
Collaborate with support staff, engineering, software development, field technicians, and external vendors to resolve service issues.
Act as the primary externally facing point of contact with customers and vendors on complex or high-visibility issues.
Act as an internally facing point of contact to escalate issues and communicate resolution status.
Lead documentation of core processes and drive measurable improvements in the cost and speed of delivery.
Partner with our software development team, providing technical input to shape improvements to our Via platform.
Oversee and execute planned maintenance work, minimizing impact to client services.
Prepare and present service monitoring reports and technical findings to management.
Participate in ongoing manufacturer and certification training, and help build training materials for junior engineers.