Senior Professional Services Engineer

Job Description

Job Description

Location: Wichita, Kansas (Onsite)

Department: Service / Operations

Reports to: Director of Operations

About Pileus Technologies

Pileus Technologies is a managed technology services provider that helps clients operate securely, efficiently, and successfully. We deliver managed services, professional services, cloud, infrastructure, communications, and cybersecurity solutions — and we do it with responsive service, clear communication, strong documentation, and long-term client relationships at the center of everything we do.

The Role

Are you a hands-on engineer who loves taking a project from whiteboard to done-and-documented? We’re looking for a Senior Professional Services Engineer to deliver client solutions, tackle advanced technical issues, and produce documentation our whole team can rely on.

In this role, you’ll implement and support solutions built on Microsoft 365, Entra ID, Azure, and related managed-service technologies. Working under the direction of our senior engineering and operations leadership, you’ll combine independent technical execution with collaboration on projects, escalations, and client onboarding — and your reliable, well-documented work will directly support the growth of our service team.

What You’ll Do

- Deliver client implementations, migrations, and remediation tasks across Microsoft 365, Entra ID, Azure, servers, networking, firewalls, endpoint security, backup, and related technologies.

- Own escalations as a Level 2/3 resource for infrastructure, cloud, identity, and cybersecurity issues — investigating thoroughly, staying accountable through resolution, and escalating to senior engineering or the Director of Operations when appropriate.

- Execute implementation plans, change plans, and validation steps for assigned projects, completing technical documentation and operational handoff to the support team.

- Onboard new clients and support re-standardization initiatives, bringing client environments into alignment with Pileus documentation, security, identity, monitoring, backup, and support standards.

- Build reusable engineering assets — implementation templates, technical runbooks, knowledge articles, and change plans.

- Support major incidents as directed, including impact assessment, troubleshooting, vendor coordination, recovery validation, and input on root-cause analysis and corrective actions.

- Share knowledge with peers through clear documentation, case notes, and informal guidance, helping raise the technical bar for the whole team.

- Improve the service by identifying recurring issues and recommending changes to tooling, configurations, standards, or workflows.

- Partner with sales and Client Success on technical discovery, solution validation, effort estimation, and operational-readiness reviews as assigned.

- Model disciplined use of HaloPSA and related systems — timely time entry, complete ticket and project documentation, clear next steps, accurate status updates, and adherence to change-management requirements.

What Success Looks Like

-Implementation tasks are executed, documented, validated, and transitioned into support with minimal avoidable rework.

-Escalations get timely ownership, clear troubleshooting progress, regular status updates, and documented resolution.

-Onboarding and re-standardization work produces complete, standards-aligned technical documentation.

-Your knowledge articles and runbook contributions measurably reduce repeated troubleshooting across the team.

-Risks, scope concerns, and potential client impacts are surfaced early to senior engineering or the Director of Operations.

-Time, ticket, project, and change records are complete and accurate.

What We Offer

-Competitive salary and performance-based bonuses

-Comprehensive benefits package, including health, dental, and retirement plan

-Opportunities for professional development and career advancement

-A collaborative and inclusive company culture

-Flexible work environment with remote options where authorized

What You Bring

-Experience in an MSP or similarly diverse technical environment, with responsibility for infrastructure, cloud, networking, or cybersecurity work.

-A track record of executing technical work from planning through implementation, validation, documentation, and support transition.

-Hands-on working knowledge of Microsoft 365, Entra ID, Azure, Windows Server, networking, firewalls, endpoint security, and backup technologies.

-Familiarity with PSA, RMM, documentation, monitoring, and change-management platforms used in managed services.

-Solid troubleshooting, root-cause analysis, and technical documentation skills.

-The ability to communicate technical issues, options, and recommendations clearly to engineers, business stakeholders, and clients.

-The ability to juggle competing priorities and maintain ownership of your work in a fast-paced service environment.

-Relevant Microsoft, networking, cloud, or cybersecurity certifications are a plus.

-A valid driver’s license and the ability to travel occasionally to client locations.

Core Competencies

Technical judgment and problem-solving • Ownership and accountability • Troubleshooting and root-cause analysis • Solution implementation and validation • Security and risk awareness • Change management discipline • Knowledge sharing and documentation • Client communication • Collaboration and teamwork • Continuous improvement

Work Environment & Physical Requirements

Work is primarily performed in a professional office and client-site environment. The position requires extended periods of sitting, standing, communicating, reading, writing, typing, and working at a computer; occasional travel to client or vendor locations; and the ability to respond effectively during high-impact or emergency situations. You must be able to safely operate a motor vehicle and use standard office and job-specific equipment. Reasonable accommodation may be made to enable qualified individuals to perform the essential functions of the position.

Workplace Designation

Given the technical leadership, cross-departmental, client-facing, implementation, and escalation responsibilities of this position, regular on-site availability is required. Remote work, if authorized, remains subject to company policy, operational needs, client requirements, and management approval.

Equal Opportunity & Accommodation

Pileus Technologies, LLC provides equal employment opportunities and makes employment decisions based on merit, qualifications, and abilities. Reasonable accommodation is available to qualified individuals with disabilities in accordance with applicable law.

This job description describes the general nature and level of work performed by the employee assigned to this position. It is not an exhaustive list of all responsibilities, duties, qualifications, or skills. Additional responsibilities may be assigned as business needs require.