Support Center Engineer 4

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    "location": {
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      "state": "New York",
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      "addressCountry": "United States"
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    "datePosted": "2026-03-31",
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    "description": "<p>For Resume collection/notes</p>\n<p><br></p>\n<p><span style=\"font-size: 24pt\">Position Summary</span></p>\n<p>As a Support Center Engineer IV (T4), you serve as the senior technical authority and Technical Lead for the Support Center, ensuring customers receive a consistently high-quality Managed Services experience. This role provides leadership during major incidents, drives root-cause analysis and prevention, and ensures technical excellence from onboarding through steady-state support. The T4 acts as the highest technical escalation point, mentors the team, and partners closely with leadership to align technology, process, and customer outcomes.</p>\n<p><br></p>\n<p><span style=\"font-size: 24pt\">Key Responsibilities</span></p>\n<p><span style=\"font-size: 18pt\">Technical Leadership &amp; Escalation</span></p>\n<ul>\n<li>Serve as the Technical Lead for the Support Center, providing senior-level technical guidance, decision-making support, and oversight for complex or high-impact issues.</li>\n<li>Act as the primary technical escalation point for Tier 1–Tier 3 engineers.</li>\n<li>Lead technical response during major incidents and outages, guiding troubleshooting efforts and validating root cause and resolution, communications with team and client.</li>\n<li>Participate as an on-call senior escalation resource as required.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Incident, Problem &amp; Outage Management</span></p>\n<ul>\n<li>Own the technical response and coordination during critical outages and high-priority incidents, ensuring strong technical case management, clear communication, and high-quality customer service from the technical team while driving incidents through to full resolution.</li>\n<li>Analyze incidents to determine root cause, corrective actions, and preventive measures.</li>\n<li>Implement monitoring and alerting improvements to detect issues earlier.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Customer Journey &amp; Onboarding</span></p>\n<ul>\n<li>Own the technical customer experience from Day 0 through Day 90 after customer’s go live date.</li>\n<li>Support customer onboarding from a technical and documentation perspective.</li>\n<li>Bridge the handoff between onboarding/project teams and ongoing support.</li>\n<li>Work with customers onsite as needed during onboarding or escalations.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Support Center Enablement</span></p>\n<ul>\n<li>Mentor and coach Support Center engineers on best practices and technical troubleshooting.</li>\n<li>Develop and deliver technical training to elevate team capability.</li>\n<li>Review escalated tickets for quality, accuracy, and completeness.</li>\n<li>Identify recurring issues and drive documentation, automation, or process improvements.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Documentation, Tools &amp; Process Improvement</span></p>\n<ul>\n<li>Ensure technical documentation and runbooks are complete, accurate, and maintained.</li>\n<li>Tightening processes and documentation gaps identified during onboarding or support.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Presales &amp; Solutioning</span></p>\n<ul>\n<li>Participate in presales technical walkthroughs and solution design as needed.</li>\n<li>Contribute to solutioning technology that originates within the Support Center.</li>\n<li>Ensure best-practice technology standards are implemented for Managed Services customers.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Customer Experience &amp; Feedback</span></p>\n<ul>\n<li>Oversee the technical customer experience feedback loop.</li>\n<li>Support customer and executive-level technical escalations.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 24pt\">Qualifications</span></p>\n<p><span style=\"font-size: 18pt\">Education</span></p>\n<ul>\n<li>Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience.</li>\n<li>AZ-104, AZ-140 and SC-300 certification.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Experience</span></p>\n<ul>\n<li>8+ years of IT engineering and Windows administration experience, inclusive of Windows server, Office 365, and Azure administrative experience.</li>\n<li>Strong background in enterprise infrastructure, including computer, networking, storage, and virtualization.</li>\n<li>Leadership experience.</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Technical Skills</span></p>\n<ul>\n<li>Advanced troubleshooting and escalation management</li>\n<li>Networking (WAN/LAN), server and workstation configuration</li>\n<li>VMware and Hyper-V virtualization</li>\n<li>Microsoft product portfolio and enterprise tooling</li>\n<li>Strong written and verbal communication skills</li>\n</ul>\n<p><span style=\"font-size: 18pt\">Standards &amp; Expectations</span></p>\n<ul>\n<li>Ability to follow standards outlined in the cb20 Company Manual.</li>\n<li>Demonstrates professionalism, accountability, and leadership at all times.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 24pt\">Work Conditions</span></p>\n<ul>\n<li>Hybrid 3 days per week on site in Malta office.</li>\n<li>Work Schedule: 40 hours per week, with additional hours as required by customer or departmental needs. Participate in on-call rotation.</li>\n<li>Physical Requirements: Occasional lifting up to 25 lbs.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">This role functions as the technical backbone of the Support Center, ensuring escalation leadership, technical excellence, and consistently exceptional customer outcomes.</span></p>",
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