Senior Support Engineer

Senior Support Engineer
About Us
Bay Tech360 is a leading Managed Service Provider (MSP) specializing in networking, security, cloud services, and remote support. We are dedicated to delivering exceptional IT solutions to businesses through industry-leading technologies and partnerships, including Cisco and Meraki. Our team takes pride in providing responsive, high-quality service while helping clients maintain secure, reliable, and scalable technology environments.
We are seeking an experienced, proactive, and customer-focused Senior Support Engineer to join our growing team.
Role Overview
As a Senior Support Engineer, you will serve as a key technical resource for our clients and internal teams. You will take ownership of complex escalations, lead troubleshooting efforts across networking and cloud environments, provide technical mentorship, and ensure the delivery of exceptional support experiences.
This role requires deep technical expertise, strong communication skills, sound judgment, and a commitment to delivering reliable, customer-focused solutions. You will work directly with clients, vendors, and tea ---------- mbers to resolve issues efficiently while maintaining the highest standards of professionalism.
Key Responsibilities
Technical Support & Escalations
• Provide timely first- and second-level technical support for internal teams and external clients.
• Serve as an escalation point for complex technical issues involving networking, cloud services, and business-critical systems.
• Diagnose and resolve advanced technical problems efficiently while maintaining excellent customer communication.
• Perform root cause analysis and recommend long-term corrective actions to prevent recurring issues.
Collaboration & Leadership
• Partner with support engineers, clients, and vendors to troubleshoot and resolve technical challenges.
• Mentor junior engineers and contribute to knowledge sharing across the organization.
• Assist with client onboarding, infrastructure assessments, and technical projects.
• Collaborate with cross-functional teams to improve service delivery and operational efficiency.
Documentation & Process Improvement
• Create and maintain clear documentation for support procedures, troubleshooting processes, client environments, and resolutions.
• Identify opportunities for automation and process improvement.
• Contribute to the development and refinement of internal standards and best practices.
Client Communication
• Communicate technical concepts clearly and professionally to both technical and non-technical audiences.
• Build trusted relationships with clients through responsiveness, accountability, and exceptional service.
• Participate in customer and vendor meetings via video, phone, and online collaboration platforms.
Continuous Learning
• Stay current with emerging technologies, cybersecurity trends, and industry best practices.
• Pursue ongoing professional development and technical certifications.
Qualifications
Experience
• 8+ years of experience in technical support, systems administration, networking, or MSP environments.
• Demonstrated expertise in diagnosing and resolving complex infrastructure, networking, cloud, and client-facing issues.
• Experience working in a Managed Service Provider (MSP) environment strongly preferred.
Technical Skills
Strong troubleshooting experience with:
• TCP/IP networking, routing, switching, and wireless networking
• Cisco Meraki networking and security platforms
• DNS, DHCP, domain registration, and SSL certificate management
• Microsoft Active Directory and Microsoft Entra ID
• Microsoft 365 administration and troubleshooting
• Windows Server and Windows desktop operating systems
• VPN and remote access technologies
• Endpoint management and security best practices
• Remote monitoring and management (RMM) tools
• Ticketing and service management platforms
Education
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field preferred.
• Equivalent practical experience will be strongly considered.
Preferred Certifications
One or more of the following certifications are preferred:
• Cisco CCNA
• Cisco Meraki ECMS
• Microsoft Certifications
• CompTIA Network+
• CompTIA Security+
Professional Skills
• Exceptional written and verbal English communication skills.
• Strong attention to detail and documentation practices.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ownership, accountability, and follow-through.
• Customer-focused mindset with a passion for delivering exceptional service.
• Comfortable communicating professionally with customers and vendors via phone, video conferencing, and collaboration platforms such as Google Workspace, Google Spaces, Microsoft Teams, or Slack.
What Makes Someone Successful in This Role
We can teach new technologies. We cannot teach responsiveness, ownership, accountability, and clear communication. These qualities are essential for success at Bay Tech360.
Compensation & Benefits
• Competitive salary commensurate with experience.
• Comprehensive benefits package.
• Opportunities for career growth, training, and certification advancement.
• Exposure to a wide range of technologies and client environments.
• Collaborative, fast-paced, and supportive team culture.
Work Arrangement: Remote
Location: You can work from home
Schedule: United States Business Hours
On-Call Requirements: You will be on call for 4 hours, require a 1-hour lunch break, and then work 4 hours.
How to Apply
If you are an experienced support professional who takes pride in delivering exceptional technical solutions and customer experiences, we would love to hear from you.
Please submit your resume and a brief cover letter outlining your qualifications to:
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Bay Tech360 Inc. is an Equal Opportunity Employer and welcomes applications from individuals of all backgrounds.