Support Engineer

LOCATION: Atlanta, Georgia, Hybrid

Montra is an Atlanta-based managed IT services provider (MSP) built for how companies work today - distributed, hybrid, and running on technology that never stops changing. We combine AI-powered automation with hands-on IT expertise to manage our clients’ people, devices, applications, and security, faster and more reliably than traditional MSPs. Our Via platform integrates with the tools our clients already use, so onboarding, offboarding, device management, and SaaS access happen automatically instead of manually.

We’re SOC 2 Type II certified, HIPAA compliant, and have landed on the Inc. 5000 list of fastest-growing private companies two years running. We’re looking for smart, motivated people with upbeat energy and a real passion for serving our customers well - people who want to get things done, but who are also curious enough to find new ways to automate and accelerate the work we do.

Montra is looking for a Support Engineer to join our frontline support team as we scale to serve a growing client base. You’ll be the first technical voice our clients hear - diagnosing issues, working them to resolution within SLA, and knowing when to pull in a senior engineer for the ones that need deeper investigation. This role is a great fit for a problem-solver who wants hands-on exposure across networks, cloud, security, and SaaS environments, and who’s energized by learning new technologies fast.

RESPONSIBILITIES:

• Serve as the frontline point of contact for client issues submitted by ticket, phone, or AI, resolving Tier 1/2 issues efficiently and escalating complex issues per established process.
• Manage, maintain, and troubleshoot client software, systems, networks, cloud, security, and SaaS services.
• Collaborate with the NOC, senior support engineers, field technicians, and external vendors to resolve service issues.
• Act as an externally facing point of contact with customers and vendors during issue resolution.
• Act as an internally facing point of contact to escalate issues and communicate resolution status.
• Document core processes and flag opportunities to improve the cost and speed of delivery.
• Provide input to our software development team on improvements to our Via platform.
• Execute planned maintenance work, minimizing impact to client services.
• Prepare service monitoring reports for management review.
• Participate in ongoing manufacturer and certification training to keep technical skills current.

REQUIRED QUALIFICATIONS:

• At least 2 years of experience in technical/engineering support in IT
• Technical proficiency in end-user computing (Windows and MacOS) in an enterprise environment
• Working knowledge of networking fundamentals and network troubleshooting
• Operational knowledge of enterprise software, services, and cloud technologies
• Strong interpersonal skills to effectively communicate with users and vendors
• Passion for teamwork, continuing education, problem solving, and exceptional customer service
• Ability to learn quickly and adapt to changing priorities
• Strong written and oral communication skills
• Outgoing, organized, detail-oriented, dependable, and flexible

PREFERRED QUALIFICATIONS:

• Over 4 years of experience in technical/engineering support in IT
• Microsoft Certified Professional status
• Technical experience with MacOS MDMs (Mosyle, Jamf, Kandji, etc.) and Apple Business Manager technologies
• Technical support experience with Microsoft 365 and Azure
• Experience with Cisco Meraki, Ubiquiti, SonicWall, and NordLayer, technologies
• Technical experience with servers/VMs (Linux, Windows)
• Technical experience with scripting a plus (PowerShell, Bash, Python)

EDUCATION REQUIREMENTS:

• Bachelor of Science or Engineering in EE/CS/CE. In lieu of degree, 4 years of relevant work experience.

WORKING AT MONTRA

We’re a fast-moving team spanning software development, IT support engineering, and IT strategy/operations, all in service of a rapidly growing client base. Our clients trust us to manage the security, availability, and logistics of their distributed IT operations, so their devices, their data, and their people stay protected, productive, and in compliance. Our Via platform pairs automation and AI with hands-on engineering to integrate the systems our clients already use, cutting out manual work and reducing risk along the way. We’re pushing the boundaries of how IT can be reliably managed and scaled, and we’re looking for people who want to help build that future with us.

YOU WANT TO TALK TO US IF…

• You have a passion for delivering great customer service.
• You like innovating for reliability, availability, and security.
• You’re motivated by challenging the status quo of how IT gets managed.
• You thrive in the fast pace of a growing company.

WHAT WE OFFER

• Competitive salary
• Employee stock ownership plan
• Full benefits coverage
• Professional development stipend
• Flexible work environment
• Modern vacation policies

Montra is an equal opportunity employer and encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve. Learn more about us at www.montra.io/careers.