Senior Technical Support Engineer

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Engineer based in the United States. This role is a senior-level technical support position responsible for ensuring seamless IT operations across a modern, cloud-first environment. You will act as the primary escalation point for complex technical issues affecting end users, with a strong focus on Microsoft 365, identity, and endpoint ecosystems. The role combines hands-on troubleshooting with systems ownership, requiring both depth of expertise and a proactive mindset for improving IT processes. You will independently manage high-impact incidents while contributing to long-term improvements in documentation, automation, and user experience. Working closely with staff and leadership, you will help ensure technology remains reliable, secure, and efficient across a distributed remote workforce. This position is ideal for someone who enjoys solving complex problems end-to-end and shaping how IT support evolves over time.
• Accountabilities: Serve as the primary escalation point for advanced technical support issues, ensuring rapid diagnosis and resolution across Windows, macOS, mobile, and SaaS environments Independently triage, investigate, and resolve support tickets, documenting root causes, actions taken, and resolutions with a high level of accuracy and clarity Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, Entra ID, and related collaboration tools Implement and maintain secure access, identity, and collaboration policies across users, groups, and external partners Support endpoint management and lifecycle processes using tools such as Intune and JAMF, including onboarding, offboarding, and device troubleshooting Analyze and remediate security-related incidents such as phishing attempts, spam, and endpoint threats in collaboration with security tools and practices Contribute to IT projects, system improvements, documentation development, and training materials to enhance overall service delivery Provide end-user training and guidance to improve secure and effective use of technology platforms Requirements: 5–10 years of Tier 2/3 IT support experience in Windows, macOS, and Microsoft 365 environments Associate or bachelor’s degree in IT, Computer Science, or a related field preferred Industry certifications such as Microsoft 365 Certified Administrator/Endpoint Administrator, CompTIA A+/Security+, or equivalent Strong expertise in Microsoft 365 administration, including tenant-level configuration and production changes impacting users Hands-on experience with Exchange Online, Teams, SharePoint Online, and Entra ID administration Experience managing identity, access controls, group policies, licensing, and user lifecycle processes Proficiency in endpoint management using Intune and JAMF across Windows, macOS, iOS, and Android devices Strong troubleshooting skills with the ability to perform root cause analysis across complex systems and integrations Experience diagnosing and resolving email security issues, including phishing and spam analysis using headers and mail flow tools Solid understanding of networking fundamentals, including Wi-Fi, IP configurations, and printer troubleshooting Strong communication skills with the ability to support both technical and non-technical users effectively Proven ability to manage support queues independently with strong prioritization and follow-through High attention to detail, autonomy, and ability to learn new SaaS platforms quickly Benefits: Remote-first role within the United States Annual salary range of $85,000 – $105,000 depending on experience Comprehensive benefits package (healthcare, retirement, and additional employee support programs) Opportunity to work in a mission-driven, highly collaborative environment Exposure to modern cloud technologies and enterprise-scale Microsoft 365 environments Strong autonomy and ownership over technical systems and decision-making Professional development opportunities, including training and certification support.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
• apply for this job