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Senior Professional Services Engineer

2 months ago

Gainesville, Georgia, United States Logically Full time
Job Overview

Salary:
A trusted partner for over two decades, Logically, a Managed Security Solutions Provider (MSSP), delivers cyber-first solutions and services that integrate security across technology infrastructures to mitigate risk and empower teams to concentrate on their core business, rather than the technology that supports it. At Logically, we are dedicated to enabling businesses to thrive in an ever-evolving technological and cybersecurity landscape. Our team comprises subject matter experts, including cybersecurity professionals, service delivery specialists, cloud experts, and more, all collaborating to assist our clients in navigating the intricate and dynamic IT environment.

What Distinguishes Us:

  • Be part of a culture that prioritizes integrity, valuing the well-being of our colleagues and clients.
  • Collaborate with ambitious and skilled individuals, utilizing cutting-edge technology to foster purposeful innovation.
  • Experience a vibrant and engaging work atmosphere, where we emphasize a healthy work-life balance.
  • Receive competitive compensation and benefits, aimed at attracting and retaining top talent for our clients.
  • Access opportunities for personal and professional growth, empowering you to advance your career.

Position Summary:

The Professional Services Engineer III is responsible for proactively planning, scoping, overseeing, coordinating, tracking, and executing assigned project tasks. This role acts as a liaison between sales, project management, and service delivery. The engineer will engage with customers to understand their requirements, devise solutions, and assist them in achieving their objectives using Logically's product offerings. Additionally, this position will provide feedback to internal engineering teams based on real-world experiences through customer interactions and implementations. The Professional Services Engineer III will also participate in pre-sales product demonstrations and assist in project scoping and proposal development. This role will serve as an escalation point within the Professional Services team and will play a crucial role in gathering, estimating, and completing ongoing development projects.

Key Responsibilities:

  • Act as an escalation point for the Professional and Service Delivery Teams.
  • Deliver exceptional customer service to Logically's clientele.
  • Adhere to Logically's core values while following best practices and operational procedures.
  • Manage the status of open tickets/projects and execute technical and operational tasks to ensure project deliverables are met efficiently and accurately.
  • Support internal departments in quoting and scoping Statements of Work (SoWs).
  • Lead technical discussions with customers, partners, and internal teams to clarify and evaluate all aspects of an engagement.
  • Play a pivotal role in scoping customer meetings and developing statements of work with relevant work breakdown structures based on precise analysis of customer requirements.
  • Conduct project risk assessments based on technical elements and implement mitigation strategies.
  • Develop and enhance project-related documentation, including necessary technical architecture diagrams.
  • Execute deployment, configuration, testing, and troubleshooting of Logically solutions within the customer environment.
  • Complete installation and configuration of Logically solutions in the customer environment.
  • Provide technical training sessions and demonstrations remotely and/or on-site based on customer engagement.
  • Deliver documentation for implementation, guides, maintenance, etc., relevant to customer requirements.
  • Collaborate closely with Sales, Project, and Service Delivery teams to ensure successful project completion.
  • Communicate opportunities to the customer project and account team.
  • Document and implement enhancements for Professional Services engagement processes.
  • Assist other departments with technical escalations and service tickets as directed by Professional Services Leadership.

Qualifications:

  • Bachelor's Degree in Computer Science, Information Technology, Engineering, or relevant experience preferred.
  • Possession of one or more of the following certifications: Certified Network Associate (CCNA), Amazon Web Services (AWS), Microsoft Certified Professional (MCP), CompTIA A+, Network+, Security +, Extreme, Fortinet, SonicWall certifications.
  • Advanced understanding of networking and internet protocols, including TCP/IP, DNS, SMTP, HTTP/S, and distributed networks.
  • Effective communication skills with customers and various levels of management, both verbally and in writing.
  • Business acumen; ability to translate business requirements into related solutions.
  • Active listening skills with excellent oral and written communication abilities, capable of managing challenging conversations.
  • Ability to foster relationships based on trust to enable collaboration and cooperation among team members and internal/external stakeholders.
  • Capacity to manage multiple projects in a fast-paced environment; team player mentality with a willingness to share knowledge.
  • Demonstrated ability to communicate clearly and concisely about complex technical, architectural, and/or organizational issues and propose thorough iterative solutions.
  • Sound problem-solving skills with the ability and persistence to generate options and select the best solution.
  • Flexibility and composure in stressful situations while managing multiple priorities.
  • Ability to work in a team environment and demonstrate superior leadership, presentation, and planning skills, along with verbal and written communication proficiency.
  • Demonstrated experience with server, cloud, network architecture, and deployment.
  • On-the-job experience with Windows Server Operating Systems, Active Directory, Microsoft Exchange, O365, Hyper-V, StorageCraft, Fortinet, Extreme, SonicWall, ConnectWise, and Remote Access Services preferred.
  • 10+ years of prior experience in IT administration and/or technical support, or equivalent.

Logically is an equal opportunity employer (EEO) and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.