Support Engineer

Position:
Support Engineer

Company:
Lightedge Solutions

Location:
United States, Kansas City, Missouri / Lenexa, KS

Employment type:
Full Time

Work Arrangement:
Hybrid

Short Summary:
Lightedge Solutions is looking for an experienced Support Engineer to collaborate across various technologies, contributing to innovation and customer support excellence. This role offers the opportunity to work with cutting-edge technologies and impact change while expanding technical knowledge.

Responsibilities:
- Act as a technical leader within the Operations Support team
- Receive and work escalations from Support Team members and provide timely resolutions
- Support Premier level customers following designated procedures
- Solve complex customer issues involving Network Routing, Security, Virtualization, Storage, and Disaster Recovery
- Collaborate with Platform Engineers for troubleshooting and root cause analysis
- Engage with Operations Leaders to improve operational processes
- Update internal documentation and customer-facing support materials
- Recommend modifications to technician training programs
- Participate in knowledge-sharing activities
- Partner with stakeholders to improve products and processes
- Provide after-hours support as part of an on-call rotation
- Use AI tools to improve efficiency and quality of work
- Maintain continued education and certifications
- Work in ServiceNow to support customers

Requirement:
- Exceptional written and verbal communication skills
- Ability to manage multiple assignments with minimal supervision
- Professional demeanor under stress
- Willingness to learn and adapt to technology changes
- Analytical and problem-solving mindset
- 5 years of cross-platform support experience, with 3 years in a Cloud Provider or MSP environment
- Bachelor's degree in Computer Science, IT, or related field, or equivalent experience
- Strong experience with Cisco routers and switches
- Basic understanding of Linux/Unix and Windows OS
- Familiarity with cloud orchestration tools (Ansible, Terraform) is a plus
- Proficiency in Backup Software (Veeam, Commvault) and Disaster Recovery solutions (Zerto, VCDA)
- Experience in managing Private Cloud virtualization environments, particularly VMware
- Intermediate knowledge of storage solutions (Pure, IBM, NetApp)
- Advanced knowledge of firewalls (FortiGate, Palo Alto)
- Intermediate understanding of networking principles
- Proficiency in interpreting network diagrams
- Cisco certifications preferred (CCNP, CCIP, CCIE)

Benefits:
- Not specified