What are the responsibilities and job description for the Senior Support Engineer position at Evo Security?
Who We Are
Evo Security is revolutionizing cybersecurity for small and medium-sized businesses by providing cutting-edge solutions designed for Managed Service Providers (MSPs). Our platform simplifies and secures access management through tools like MFA, SSO, and advanced directory integrations. We’re looking for a skilled Senior Support Engineer to join our team and deliver expert-level support to MSPs, helping them navigate complex environments involving Active Directory, Entra ID, and modern access management tools.
Position Overview
The Senior Support Engineer will be the go-to expert for resolving advanced technical issues related to Evo Security’s platform, particularly in areas involving Active Directory, Entra ID, and MFA/SSO implementations. This role requires deep technical expertise, strong communication skills, and the ability to work collaboratively with both customers and internal teams. The ideal candidate thrives on solving challenging problems and delivering exceptional support experiences.
Key Responsibilities:
- Provide Tier 2 and Tier 3 support for MSP partners, troubleshooting and resolving issues related to Active Directory, Entra ID, MFA, SSO, and other Evo Security solutions.
- Serve as a subject matter expert on directory services and access management, guiding MSPs through complex configurations and integrations.
- Escalate and collaborate with Product and Engineering teams for advanced issue resolution and platform improvements.
- Create and maintain technical documentation, FAQs, and knowledge base articles to empower partners and internal teams.
- Conduct training sessions for MSP partners to ensure proper use and administration of Evo Security’s platform.
- Participate in post-incident reviews and provide insights to improve system reliability and support processes.
- Stay current on industry trends, emerging technologies, and best practices in access management and directory services.
Qualifications:
- 5 years of experience in a technical support or system administration role, with a focus on Active Directory, Azure AD (Entra ID), MFA, and SSO tools.
- In-depth knowledge of directory services (e.g., Active Directory, LDAP), access management protocols (e.g., SAML, OAuth, OpenID Connect), and MFA/SSO solutions.
- Strong troubleshooting skills and the ability to diagnose complex technical issues.
- Familiarity with MSP operations and tools commonly used in the IT services industry.
- Excellent communication skills, with the ability to explain technical concepts to non-technical audiences.
- Experience with ticketing systems, CRM platforms, and remote support tools.
- Relevant certifications (e.g., Microsoft Certified: Azure Administrator, Certified Information Systems Security Professional (CISSP)) are a plus.
- Self-motivated and able to manage priorities in a fast-paced environment.
Why Join Evo Security?
- Innovative Culture: Work on impactful solutions that shape the cybersecurity landscape for MSPs.
- Career Development: Grow your skills and advance your career in a supportive, forward-thinking environment.
- Collaborative Team: Join a team of passionate professionals dedicated to making a difference.
- Competitive Benefits: Enjoy a strong compensation package and flexibility to maintain a healthy work-life balance.
Benefits and Perks:
- Comprehensive Health, Dental, and Vision Insurance.
- Flexible Paid Time Off (PTO) and Company Holidays.
- Opportunities to enhance technical skills and attend industry events.
- Remote work flexibility with occasional travel requirements.
