Senior MSP Engineer (Level 3)

Koine Ventures Inc.; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Koine Ventures Inc. is seeking a Senior MSP Engineer (L3) to act as the highest technical escalation point in our service delivery team. You will diagnose and resolve complex issues, mentor junior technicians, and drive improvements across networking, security, cloud, and compliance.

Join a fast-paced MSP/MSSP environment and lead end-to-end incidents, complex migrations, and architecture reviews while maintaining strong client relationships and professional communication.

Qualifications

• Deep, broad experience resolving complex MSP/multi-client issues.
• Advanced networking including firewalls, VLANs, routing, VPN, DNS, SASE/SD-WAN.
• Advanced Microsoft 365 and identity experience (Entra ID, Intune, Exchange, CA).
• Hands-on experience with modern identity platforms (Okta, Beyond Identity).
• Strong endpoint security experience (EDR, application control, hardening).
• Understanding of compliance/GRC tooling (Vanta, Drata).
• Scripting/automation experience (PowerShell preferred).
• Excellent troubleshooting and root-cause analysis under pressure.
• Strong communication with technical and non-technical audiences.

Responsibilities

• Serve as final escalation point for complex issues.
• Diagnose and resolve advanced problems across networking, identity, endpoint security, cloud.
• Lead root-cause analysis and permanent fixes for recurring issues.
• Own major incidents end-to-end, coordinating resources and communications.
• Make sound technical decisions during outages and high-pressure situations.
• Design and implement complex solutions across client environments.
• Lead technically demanding projects and migrations.
• Review and improve client architecture for reliability, performance, and security.
• Set and enforce technical standards and configuration baselines.
• Deliver a high-quality consultative client experience.
• Communicate clearly with stakeholders during complex issues and changes.
• Act as trusted senior technical advisor for clients and internal teams.
• Ensure minimal disruption during high-impact work.
• Log all time and work in Pylon; track tasks in Linear.
• Capture root-cause findings for reusable knowledge.
• Record and transition deliverables properly.
• Operate at expert level across MSSP toolstack (CrowdStrike, Okta, etc).
• Drive tooling, standards, and automation improvements.
• Partner with Automation Engineer to eliminate recurring manual work.
• Identify risks, blockers, or technical debt; escalate when needed.
• Provide clear status updates during major incidents and projects.
• Ensure alignment between execution and client expectations.
• Mentor and coach L1/L2 technicians and engineers.
• Lead by example on quality, documentation, and client communication.

Skills

Advanced networking

MSP/MSSP experience

Microsoft 365 & Entra ID

Identity platforms

Endpoint security

GRC/compliance tooling

Scripting/Automation

Troubleshooting

Client communication

Tools

Pylon

HaloPSA

CrowdStrike

ThreatLocker

Okta

Beyond Identity

Keeper

Vanta

Drata

PowerShell

Cato Networks

NinjaOne

Addigy

Job description

We are seeking a Senior MSP Engineer (L3) as the highest technical escalation point in our service delivery team. In this role, you'll diagnose and resolve complex issues, lead root-cause analysis, enhance client environments, and mentor junior technicians. You'll engage with networking, security, cloud, and compliance technologies, collaborating with internal teams to drive operational excellence. This position suits those who enjoy challenging problems and want to be a trusted technical leader in a fast-paced MSP/MSSP environment.

RESPONSIBILITIES & TASKS

TECHNICAL ESCALATION

• Serve as the final escalation point for the service desk on complex and high-impact issues
• Diagnose and resolve advanced problems across networking, identity, endpoint security, device management, and cloud
• Lead root-cause analysis and permanent fixes for recurring or systemic issues
• Own major incidents end to end, coordinating resources and communication until resolution
• Make sound technical decisions quickly during outages and high-pressure situations

COMPLEX PROJECT & ARCHITECTURE WORK

• Design and implement complex solutions across client environments
• Lead the most technically demanding projects and migrations
• Review and improve client architecture for reliability, performance, and security
• Set and enforce technical standards and configuration baselines

CUSTOMER EXPERIENCE

• Deliver a high-quality, professional, and consultative client experience
• Communicate clearly with stakeholders during complex issues and changes
• Act as a trusted senior technical advisor for clients and internal teams
• Ensure minimal disruption to client operations during high-impact work

USE OF TICKETING/PROJECT SYSTEMS

• Accurately log all time, notes, and work performed in Pylon (ticketing system of record)
• Track project deliverables and tasks in Linear
• Capture root-cause findings and resolutions so they become reusable knowledge
• Ensure all deliverables are properly recorded and transitioned

PLATFORM EXPERTISE

• Operate at an expert level across the MSSP toolstack, including:
• Ticketing/PSA: Pylon (system of record), HaloPSA (contracts and billing)
• Endpoint security: CrowdStrike with Flight Control (multi-tenant), ThreatLocker, Senteon
• Identity: Okta, Beyond Identity, Keeper
• Compliance/GRC: Vanta, Drata
• Identify and drive improvements to tooling, standards, and automation
• Partner with the Automation Engineer to eliminate recurring manual work

COMMUNICATION, REPORTING & RISK MANAGEMENT

• Identify and proactively communicate risks, blockers, or technical debt
• Escalate business-level concerns to the Service Delivery Manager when needed
• Provide clear status updates during major incidents and projects
• Ensure alignment between technical execution and client expectations

TEAMWORK & LEADERSHIP

• Mentor and coach L1 and L2 technicians and engineers
• Lead by example on quality, documentation, and client communication
• Follow and contribute to Standard Operating Procedures (SOPs)
• Identify opportunities to improve processes, standardization, and delivery
• Contribute to innovation and continuous improvement initiatives

SKILLS AND ATTRIBUTES

REQUIRED

• Deep, broad experience resolving complex issues in an MSP or multi-client environment
• Advanced networking expertise (firewalls, VLANs, routing, VPN, DNS, SASE/SD-WAN)
• Advanced Microsoft 365 and identity experience (Entra ID, Intune, Exchange, Conditional Access)
• Hands-on experience with modern identity platforms (Okta, Beyond Identity, or similar)
• Strong endpoint security experience (EDR, application control, hardening)
• Solid understanding of compliance and GRC tooling (Vanta, Drata, or equivalent)
• Scripting and automation experience (PowerShell preferred)
• Excellent troubleshooting and root-cause analysis under pressure
• Strong communication skills with technical and non-technical audiences
• A deep desire to deliver an exceptional client experience

NICE TO HAVE

• Hands-on experience with tools in our stack (CrowdStrike, ThreatLocker, Okta, Beyond Identity, Cato Networks, NinjaOne, Addigy, Pylon)
• Experience leading major incidents and complex migrations
• Certifications such as:
• Microsoft role-based certs (e.g., AZ-104, AZ-305, MS-102)
• Networking (CCNA or vendor-specific firewall certifications)
• Identity/IAM certifications (Okta or similar)
• ITIL/ITSM
• Experience contributing to automation and standardization initiatives
• Experience or strong interest in LLM-based projects, including evaluating and integrating AI solutions like automation, data analysis, knowledge retrieval, and conversational systems in business or technical settings.