Senior Technical Support Engineer

Senior Technical Support Engineer Job Description Template

Our company is looking for a Senior Technical Support Engineer to join our team.


  • Recognise and escalate critical issues to Development and working with them to find a resolution;
  • You will implement Change Requests on Hosted client environments including Treasury application installations, upgrades and interface changes;
  • Act as the knowledge bridge between the customer service and infrastructure teams;
  • While investigating issues, you will be looking for opportunities to improve our operational quality and efficiency along with system stability;
  • Provide identified training to other members of the team where required;
  • Investigating and resolving issues which first/second-line product support have failed to isolate or fix;
  • Management and strategy of IT Infrastructure (Deployment and Configuration);
  • Security of environment, Firewalls / AV / Malware;
  • Having an input in technical problem solving to writing reports and presenting to the change advisory boards;
  • WAN, LAN, Server Infrastructure (Virtual and Physical);
  • The role can vary to doing anything from technical information and documentation to advising, guiding 1st and 2nd line support engineers;
  • Backups, HA, DR.


  • Must have intellectual curiosity, humility, accountability and positive approach;
  • Minimum of 3+ years of SAAS experience;
  • Experience reviewing/deciphering device engineering logs;
  • Cradlepoint Certificates: Certified Network Associate, Certified Network expert;
  • Firewall Configuration and Management;
  • Network and telecommunication-specific professional certifications, such as but not limited to: CCNA, CompTIA Network+, etc;
  • Must have a strong knowledge of virtualization and virtual machines;
  • System Administration certifications, such as but not limited to: MCSA: Windows Server, CompTIA Server+, etc;
  • Office 365;
  • Active Directory;
  • Experience using Splunk;
  • Deep knowledge of redundant storage solutions such as RAID;
  • Networking experience – LAN, WAN, 10/100/Gig Ethernet, Firewalls, and TCP/IP, subnets, MTU, etc;
  • SQL Server;
  • Experience with SSO identity providers: ADFS, Azure, OKTA.