Support Engineer

Lightedge; Kansas City (MO); On-site; USD 70,000 - 120,000; Full time

Job summary

Lightedge Solutions is seeking an experienced Support Engineer to collaborate across networks, storage, virtualization, and disaster recovery disciplines. You will lead escalations, partner with platform engineers, and help maintain high availability and customer satisfaction.

The role emphasizes staying current with certifications, leveraging AI tools to boost efficiency, and maintaining clear documentation within a fast-growing MSP environment in the United States.

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent work experience.
• 5+ years cross-platform support in a Cloud Provider or MSP environment.
• 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).
• Proficiency with backup and DR tools (Veeam, Commvault, Zerto).

Responsibilities

• Act as a technical leader within the Operations Support team.
• Receive and resolve escalations within SLAs for internal and Premier level customers.
• Collaborate with Platform Engineers for advanced troubleshooting and root cause analysis.
• Address complex issues across Networking, Security, Virtualization, Storage, and DR.
• Update internal documentation and customer-facing support materials.
• Partner with Educational Services to improve training programs.
• Engage with leaders to improve processes and drive efficiency.
• Participate in knowledge-sharing activities.
• Provide after-hours support as part of an on-call rotation.

Skills

AI usage

ServiceNow

Communication

Multitasking

Professional demeanor

Learning mindset

Problem solving

MSP/Cloud experience

Education or equivalent

Networking basics

Education

Bachelor's degree in CS/IT or related

Tools

ServiceNow

Ansible

Terraform

VMware

Veeam

Commvault

Zerto

VCDA

Linux

Windows

FortiGate

Palo Alto

Cisco routers/switches

NetApp storage

Pure storage

IBM storage

Job description

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 involving Network Routing and Switching, Network Security and Firewall, Virtualization, Storage, and Backup 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

Qualifications

• 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
• 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