Job Description

Senior Tech Support Engineer

Location: Waltham, MA

Schedule: Hybrid Onsite 3 days per week

Employment Type: Full Time

We are building a next-level support team and looking for a Sr. Tech Support Engineer who can deliver fast, polished, solutions-driven support to high-visibility users across the business. This is not a traditional ticket-taker role. You will be the first line of defense and the person who actually solves problems instead of forwarding them to someone else.

If you enjoy being the hero who jumps in, takes ownership, and resolves issues end to end, you’ll fit in well here.

What You’ll Do

High Touch User Support

• Deliver white-glove support for executives, analysts, and business users.
• Handle urgent issues with professionalism, urgency, and clear communication.
• Build strong relationships built on trust, empathy, and reliable problem solving.

Hands-On Technical Troubleshooting

• Diagnose and resolve issues across Windows, macOS, Office 365, Teams, Zoom, Slack, and mobile devices.
• Resolve identity and access challenges including password resets, MFA issues, provisioning, and permissions.
• Troubleshoot desktop, network, and application issues without relying on engineering teams for routine fixes.

Conference Room and AV Support

• Support conference room technologies, hybrid meetings, webinars, and video collaboration platforms.
• Maintain room readiness and resolve AV issues quickly for smooth internal and external meetings.

Onsite, Remote, and On-Call Support

• Work onsite in Waltham three days a week.
• Provide remote support for traveling or work-from-home users.
• Fulfill same-day onsite needs when a problem requires hands-on troubleshooting.
• Participate in a 24/7/365 on-call rotation.

Collaboration and Continuous Improvement

• Partner with cloud, network, and security teams to address complex issues.
• Help “shift left” by taking on issues traditionally owned by engineering groups.
• Identify opportunities to improve support processes and elevate the user experience.

What You Need to Bring

Technical Skills

You do not need experience with every tool in the environment, but you must have the depth to tackle real problems independently. Key knowledge areas include:

• Microsoft Entra / Azure identity tools
• Networking fundamentals and traffic tools such as Zscaler
• Windows and macOS
• Office 365
• iOS and mobile device management basics
• Teams, Zoom, Webex, and other collaboration platforms

Core Competencies

• Strong customer empathy and professional presence when supporting high-visibility users
• Excellent communication skills that make people feel supported and understood
• Ability to take ownership and resolve issues without passing them off
• Comfort troubleshooting unfamiliar problems and navigating ambiguity
• Strong judgment, attention to detail, and a solutions-first mindset

Experience

• 7 to 10 years in technical support, desktop support, or similar hybrid support roles
• Experience in fast-paced, high-expectation environments
• Certifications like CompTIA A+, Microsoft Modern Desktop, or ACSP are helpful but not required

Why This Role Matters

This team is transforming technology support into a proactive, high-skill function that delivers an exceptional experience for business users. You will be a key part of that shift, solving problems at the point of impact and raising the standard for how support is delivered across the organization.

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