Support Center Engineer 4

cb20•Saratoga Springs, NY

4d•Hybrid

About The Position

As a Support Center Engineer IV (T4), you serve as the senior technical authority and Technical Lead for the Support Center, ensuring customers receive a consistently high-quality Managed Services experience. This role provides leadership during major incidents, drives root-cause analysis and prevention, and ensures technical excellence from onboarding through steady-state support. The T4 acts as the highest technical escalation point, mentors the team, and partners closely with leadership to align technology, process, and customer outcomes. This role functions as the technical backbone of the Support Center, ensuring escalation leadership, technical excellence, and consistently exceptional customer outcomes.

Requirements

Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience.
AZ-104, AZ-140 and SC-300 certification.
8+ years of IT engineering and Windows administration experience, inclusive of Windows server, Office 365, and Azure administrative experience.
Strong background in enterprise infrastructure, including computer, networking, storage, and virtualization.
Leadership experience.
Advanced troubleshooting and escalation management
Networking (WAN/LAN), server and workstation configuration
VMware and Hyper-V virtualization
Microsoft product portfolio and enterprise tooling
Strong written and verbal communication skills
Ability to follow standards outlined in the cb20 Company Manual.
Demonstrates professionalism, accountability, and leadership at all times.

Responsibilities

Serve as the Technical Lead for the Support Center, providing senior-level technical guidance, decision-making support, and oversight for complex or high-impact issues.
Act as the primary technical escalation point for Tier 1–Tier 3 engineers.
Lead technical response during major incidents and outages, guiding troubleshooting efforts and validating root cause and resolution, communications with team and client.
Participate as an on-call senior escalation resource as required.
Own the technical response and coordination during critical outages and high-priority incidents, ensuring strong technical case management, clear communication, and high-quality customer service from the technical team while driving incidents through to full resolution.
Analyze incidents to determine root cause, corrective actions, and preventive measures.
Implement monitoring and alerting improvements to detect issues earlier.
Own the technical customer experience from Day 0 through Day 90 after customer’s go live date.
Support customer onboarding from a technical and documentation perspective.
Bridge the handoff between onboarding/project teams and ongoing support.
Work with customers onsite as needed during onboarding or escalations.
Mentor and coach Support Center engineers on best practices and technical troubleshooting.
Develop and deliver technical training to elevate team capability.
Review escalated tickets for quality, accuracy, and completeness.
Identify recurring issues and drive documentation, automation, or process improvements.
Ensure technical documentation and runbooks are complete, accurate, and maintained.
Tighten processes and documentation gaps identified during onboarding or support.
Participate in presales technical walkthroughs and solution design as needed.
Contribute to solutioning technology that originates within the Support Center.
Ensure best-practice technology standards are implemented for Managed Services customers.
Oversee the technical customer experience feedback loop.
Support customer and executive-level technical escalations.