Senior Support Engineer

Job not on LinkedIn

October 23

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $90k - $150k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

Apply Now

Receive Emails with Similar Jobs

Shield

WebsiteLinkedInAll Job Openings

B2B • Artificial Intelligence • Enterprise

Shield is a tech-enabled partner and investor that helps managed service providers (MSPs) scale by combining patient capital, operational expertise, and applied AI engineering. The firm provides forward-deployed engineers, operational support (HR, finance, recruiting), people development, and strategic M&A guidance while preserving local leadership and culture. Backed by ZBS Partners and Thrive Holdings, Shield focuses on long-term, founder-friendly partnerships to accelerate growth and implement AI-first solutions.

51 - 200 employees

Founded 2024

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• Provide expert-level support to clients via phone, email, and ticketing system, ensuring all interactions are documented and tracked through the final resolution. • Utilize ticketing systems to manage and document customer interactions, compliance with SLAs, and track service time. • Participate in client projects and onboarding, which may require travel and hands-on fieldwork such as server installations. • Participate in weekend and holiday on-call rotations, providing support outside of regular hours as needed. • Resolve most issues independently without escalation, provide guidance and mentorship to junior team members, and ensure proper escalation of higher-level issues. • Follow company-specific policies and procedures as outlined in the employee and technician handbooks.

🎯 Requirements

• Extensive experience (5+ years) with networking technologies, Microsoft software and services, and VMware virtual desktop systems, including VMWare Horizon, vSphere, ESXi, and vCenter Server. • Strong understanding of Windows operating systems, Active Directory, and group policies, and their integration into VDI environments. • Experience with scripting and automation using PowerShell or other relevant scripting languages. • Excellent troubleshooting and problem-solving skills, with a proven ability to analyze and resolve complex technical issues. • Strong communication and interpersonal skills, both verbal and written, with the ability to effectively collaborate with clients, team members, and stakeholders at all levels of the organization. • Industry certifications such as VMWare Certified Professional (VCP), VMWare Certified Advanced Professional (VCAP), or VMWare Certified Design Expert (VCDX) are highly desirable. • Highly motivated, self-sufficient, and able to work independently in a remote, collaborative environment.

🏖️ Benefits

• This is a 100% remote position with office space available in the Orange County / Anaheim region if desired. • Regular shifts with required flexibility for occasional off-hours and weekend work. • Remote onsite work with clients may be a requirement and may involve occasional overnight travel. • Physical requirements include standard home office environment, with some light to moderate lifting (15-50 lbs) required when working in data centers or on-site at customer locations.