Senior Technical Support Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Engineer in the United States.

In this role, you will serve as a key technical expert and escalation point, ensuring seamless IT support across a distributed organization. You’ll handle complex technical challenges, particularly within Microsoft 365 environments, while delivering high-quality support to both staff and leadership. This position blends hands-on troubleshooting with strategic improvements to systems, processes, and documentation. You’ll play a critical role in maintaining secure, efficient, and user-friendly technology operations. Working in a fully remote environment, you’ll collaborate across teams while driving continuous enhancements in IT service delivery. This is an ideal opportunity for someone who thrives on ownership, problem-solving, and making a tangible impact through technology.

• Provide advanced technical support to end users, acting as an escalation point for complex or high-priority issues
• Independently triage, investigate, and resolve incidents while ensuring thorough documentation in ticketing systems
• Administer and optimize Microsoft 365 environments, including Exchange, Teams, SharePoint, and identity management
• Create and maintain internal and user-facing documentation to improve efficiency and enable self-service
• Train staff on systems and tools, promoting secure and effective technology usage
• Contribute to IT projects, including implementation, testing, and continuous improvement initiatives
• Support onboarding/offboarding processes, software deployment, and endpoint management
• Diagnose and respond to cybersecurity threats such as phishing or malicious activity
• Collaborate with vendors and internal stakeholders to resolve technical challenges and enhance IT operations

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Requirements:

• 5–10 years of experience in advanced IT support (Tier 2/3), ideally in Microsoft 365, Windows, and macOS environments
• Degree in computer science, information technology, or related field (or equivalent experience)
• Relevant certifications such as Microsoft 365, CompTIA A+, Security+, or similar
• Strong expertise in Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and Entra ID
• Proven ability to troubleshoot complex technical issues using structured, analytical approaches
• Experience managing support ticket queues with high attention to detail and accountability
• Solid understanding of endpoint management tools (e.g., Intune, JAMF) and device ecosystems (Windows, macOS, iOS, Android)
• Knowledge of networking fundamentals, cybersecurity practices, and threat detection
• Excellent communication skills with the ability to support both technical and non-technical stakeholders
• Self-driven mindset with the ability to work independently in a remote environment

Nice to have:

• Experience with security tools such as CrowdStrike or similar platforms
• Familiarity with SaaS administration and process optimization
• Experience supporting virtual collaboration tools and meeting systems
• Background in improving IT workflows, documentation, and operational standards

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Benefits:

• Competitive salary ranging from $85,000 to $105,000 annually (based on experience)
• Fully remote work setup within the United States
• Comprehensive health, dental, and vision insurance
• Generous paid time off and holiday policy
• Retirement benefits and long-term financial support options
• Opportunity to work in a mission-driven, impact-focused environment
• Professional development and continuous learning opportunities