Solutions Engineer

Job Description

Job Description

We’re seeking a senior-level Solutions Engineer to serve as a high-level escalation and technical authority across client environments. This role focuses on advanced troubleshooting, architectural guidance, and solution validation — not day-to-day break/fix work or project execution.

You’ll be the escalation anchor our team turns to when problems are complex, environments are nuanced, and the solution needs careful thought.

Key Responsibilities

Advanced Technical Support & Escalation

·         Serve as a Tier 3 escalation point for complex technical issues across client environments

·         Resolve advanced infrastructure, network, and systems issues with minimal oversight

·         Maintain clear communication with internal teams and clients while meeting SLA expectations

·         Set the technical standard for problem diagnosis, resolution, and documentation

Solution Design & Technical Guidance

·         Design and recommend scalable, secure infrastructure and network solutions

·         Evaluate existing client environments and identify gaps in performance, availability, and security

·         Provide architectural guidance and validation without being responsible for project execution

·         Support design decisions related to LAN, WAN, VPN, wireless, and cloud connectivity

o   Microsoft 365, Azure, and cloud services

o   Network security and firewall platforms

o   Routing, switching, wireless, and VPN technologies

o   Backup, disaster recovery, and business continuity solutions

·         Apply deep knowledge of DNS, IP routing, QoS, IPsec, and VoIP

Documentation & Knowledge Sharing

·         Maintain accurate system documentation and configuration standards

·         Contribute to internal knowledge bases and technical procedures

·         Share expertise and mentor engineers to elevate overall technical capability

Required Qualifications

·         5+ years of experience in a client-facing IT role (MSP experience strongly preferred)

·         Advanced expertise in network infrastructure, systems administration, and cloud platforms

·         Proven experience in escalation-based or Tier 3 technical support roles

·         Strong troubleshooting skills across complex, multi-client environments

·         Ability to translate technical complexity into clear, plain-language communication

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