Lead Support Engineer: Cloud, Automation & Security

ISI; Reston (VA); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Flexible hybrid schedule

Competitive salary

Generous PTO

Professional growth and training

Collaborative culture

Job summary

ISI is seeking a Support Engineer III to serve as a technical leader within the Support Department. You will drive escalation support, administer key systems, and mentor Tier 1–Tier 2 engineers across client and internal environments.

You will lead complex troubleshooting, design hybrid cloud solutions (Azure/AWS/GCC High), and implement automation with PowerShell and Python. Collaboration with Cybersecurity, Compliance, and PMO is essential to ensure security and compliance alignment.

Qualifications

• U.S. Citizenship is required.
• Must be eligible to obtain and maintain a U.S. Government security clearance.
• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
• 6+ years of experience in IT engineering in MSP/MSSP environments.
• Strong expertise in Microsoft 365 (GCC/GCC High), including Entra, Exchange, Intune, Purview, SharePoint, Teams.
• Azure Entra, Infrastructure, Networking, Migration, Storage accounts (AWS a plus).
• Proficiency with Active Directory and hybrid environments, including GPO and NPS.
• Ability to support Mac, iPhone and supporting tools.
• Azure AI, Copilot, and other AI product support a strong plus.
• Advanced knowledge of networking (firewalls, VPNs, SD-WAN, SASE).
• Windows/Linux infrastructure, and virtualization technologies.
• Hands-on experience with automation/scripting (PowerShell, Python, Ansible) to optimize deployments and system management.
• Proficiency in infrastructure monitoring, performance tuning, and high-availability designs.
• Strong understanding of MSP/MSSP tool stack management (RMM, PSA, SIEM, EDR, Email Security, Backup solutions).
• Ability to collaborate with security teams, ensuring infrastructure aligns with security and compliance standards (NIST 800-171, CMMC, FedRAMP).
• Strong problem-solving skills and technical leadership experience, mentoring junior engineers and driving automation initiatives.

Responsibilities

• Act as the highest-level technical escalation point for engineering-related client and internal issues.
• Lead technical troubleshooting, root cause analysis, and proactive problem resolution.
• Design, implement, and optimize hybrid cloud environments (Azure, AWS, GCC High) with a focus on automation, scalability, and performance.
• Develop and implement automation strategies (PowerShell, Python) to streamline provisioning, monitoring, and system management.
• Maintain 99.99% uptime and high availability through proactive infrastructure monitoring, redundancy strategies, and disaster recovery planning.
• Ensure compliance with NIST 800-171, CMMC, and FedRAMP, partnering with Cybersecurity & Compliance teams.
• Partner with PMO to execute client onboarding/offboarding and compliance readiness projects, ensuring technical feasibility and smooth transitions.
• Work with Cybersecurity to align cloud and infrastructure security with standards.
• Support Compliance teams in audits by ensuring technical configurations meet compliance requirements.
• Collaborate with Account Management & Client Success to educate clients on infrastructure modernization, automation, and cloud strategy improvements.
• Support MSP Customer Success Managers to educate clients on infrastructure improvements, security hardening, and IT best practices.
• Provide technical insights during project meetings and business reviews to ensure client expectations are met.
• Enhance customer satisfaction by ensuring clear, structured technical communication.
• Conduct knowledge-sharing sessions for Tier 1 & Tier 2 engineers, reducing Tier 3 escalations.

Skills

Technical leadership

Mentoring

Customer communication

Problem solving

Automation mindset

Collaboration

Documentation

Education

Bachelor’s degree in computer science/IT

Tools

PowerShell

Python

Ansible

Azure

AWS

GCC High

Active Directory

Job description

ISI is seeking a Support Engineer III to serve as a technical leader within the Support Department. You will drive escalation support, administer key systems, and mentor Tier 1–Tier 2 engineers across client and internal environments.

You will lead complex troubleshooting, design hybrid cloud solutions (Azure/AWS/GCC High), and implement automation with PowerShell and Python. Collaboration with Cybersecurity, Compliance, and PMO is essential to ensure security and compliance alignment.