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Support Engineer

3 months ago

Austin, United States LightEdge Solutions Full time

LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.

If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.


LightEdge Solutions is currently looking for an experienced and dynamic Support Engineer to join our team. In this role, you will collaborate with multiple departments and stakeholders across a diverse range of technologies and technical areas ranging from network architecture to storage solutions, disaster recovery to virtualization, and more. This role empowers you to work on cutting- edge technologies and contribute to our commitment to innovation and customer support excellence. 

If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you 

Responsibilities

  • Act as a technical thought leader within the support organization, consistently staying ahead of emerging trends and technologies.
  • Field escalations from support team members and provide timely and effective resolutions.
  • Solve complex customer issues involving:
  • o Network Routing and Switching o Network Security and Firewall o Virtualization
  • o Storage
  • o Backup and Disaster Recovery
  • Collaborate with senior engineers and platform owners for advanced troubleshooting, issue resolution, and root cause analysis.
  • Engage with Operations Leaders to improve operational processes, driving efficiency and productivity.
  • Be a driving force in updating internal documentation of procedures, solutions to common problems, and customer-facing support materials.
  • Partner with our internal Training department in recommending additions or modifications to existing technician training programs.
  • Participate in knowledge-sharing activities.
  • Partner with platform owners and key stakeholders to improve operational processes and complete projects.
  • Provide after-hours support as part of an operations on-call rotation to maintain high availability of services.

Requirements

  • Exceptional written and verbal communication skills.
  • Ability to multitask and operate with minimal supervision, adjusting priorities accordingly.
  • Able to maintain a professional demeanor under stress.
  • Demonstrated willingness to learn and adapt to changes in technology.
  • Possess an analytical and problem-solving mindset.
  • At least 3 years of experience in a cloud provider or MSP (Managed Service Provider) environment.
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Basic understanding of Linux/Unix and Windows operating systems is a plus.
  • Familiarity with cloud orchestration and automation tools (Ansible, etc.) is desirable but not mandatory.
  • Proficiency in configuring and maintaining Backup Software (Acronis a plus) and Disaster
  • Recovery solutions (Zerto preferred).
  • Extensive experience in managing virtualization environments, particularly VMware.
  • Advanced knowledge of storage solutions, with a preference for experience with Pure and
  • SolidFire systems.
  • Advanced knowledge of configuration and maintenance of firewalls, especially FortiGate, to secure network infrastructure.
  • Possess a foundational understanding of networking principles
  • Proficiency in interpreting network diagrams and layouts
  • Cisco certifications preferred but not required; CCNP, CCIP, CCIE

With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.