Provide escalated technical support and leadership for network, security, virtualization, storage, backup and disaster recovery across MSP/cloud environments. Troubleshoot complex issues, collaborate with engineering and stakeholders, maintain documentation, support premier customers, participate in on-call rotation, and improve training and processes.
Lightedge Solutions is currently looking for an experienced and dynamic Support Engineer to join our team. In this role, you will collaborate with multiple departments and stakeholders across a diverse range of technologies and technical areas ranging from network architecture to storage solutions, disaster recovery to virtualization, and more. This role empowers you to work on cutting-edge technologies and contributes to our commitment to innovation and customer support excellence.
If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!
Responsibilities
- Act as a technical leader within the Operations Support team
- Receive and work escalations from Support Team members and provide timely and effective resolutions within SLAs
- Support Premier level customers following designated procedures and priorities
- Solve complex customer issues involvingNetwork Routing and Switching,Network Security and Firewall, Virtualization, Storage, andBackup and Disaster Recovery
- Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis
- Engage with Operations Leaders to improve operational processes, driving efficiency and productivity
- Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials
- Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs
- Participate in knowledge-sharing activities
- Partner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projects
- Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
- Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work
- Maintain continued education and certifications
- Work in ServiceNow to support internal and external customers
Requirements
- Exceptional written and verbal communication skills
- Ability to manage multiple assignments and operate with minimal supervision, adjusting priorities accordingly
- Able to maintain a professional demeanor under stress
- Demonstrated willingness to learn and adapt to changes in technology, tools, and processes
- Possess an analytical and problem-solving mindset
- 5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- Strong experience with Cisco routers and switches
- Basic understanding of Linux/Unix and Windows operating systems
- Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have
- Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA)
- Extensive experience in managing Private Cloud virtualization environments, particularly VMware
- Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp)
- Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto)
- Possess an intermediate understanding of networking principles
- Proficiency in interpreting network diagrams and layouts
- Cisco certifications preferred but not required; CCNP, CCIP, CCIE
LightEdge Solutions Austin, Texas, USA Office
2916 Montopolis Drive, Austin, TX, United States, 78741
Similar Jobs
.png)
Consumer Web • eCommerce • Machine Learning • Software • Sports • Analytics
Provide on-site IT support for events, new site openings, and corporate offices. Configure/install computers, networks, AV, and security equipment; manage AD/Okta/Google Workspace accounts; deploy desktop apps; troubleshoot LAN/WAN/WiFi, printers, and conferencing systems; document ticketing activity; provide after-hours on-call support and travel frequently to support remote sites and trade shows.
Top Skills:
Active DirectoryAv EquipmentGoogle MdmGoogle WorkspaceIntuneJAMFLanLinuxmacOSOffice 365OktaOkta SsoTicketing SystemVideo ConferencingVoice TechnologiesWanWifiWindowsZebra Printers
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Serve as the technical authority for ELD compliance product escalations, analyze device telemetry and fleet patterns, coordinate fixes with R&D via Jira, support audits/inspections, lead post-mortems and runbook/validation creation, build internal tools, and coach support engineers to improve resolution speed and product reliability.
Top Skills:
Device TelemetryEldIotJIRAPythonSaaSSQLTableau
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software
Provide dedicated technical support to up to eight Premier Support customers, owning tickets from intake to resolution, leading kickoff calls and health checks, performing proactive maintenance, coordinating escalations with engineering, contributing knowledge base content, and driving operational efficiency projects.
Top Skills:
Ai ToolsAWSAzureJIRALinuxLogicmonitorNetwork AdministrationScriptingWindowsZendesk
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
