{"id":2332928,"url":"https://alion.io/job/tridentcare-lead-technical-support-engineer","title":"Lead Technical Support Engineer","company":{"id":3865936,"name":"TridentCare","domain":"tridentcare.com","url":"https://alion.io/company/tridentcare-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":149000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":74},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2025-11-20T18:05:58Z","employer_posted_date":"2025-11-20","last_verified_at":"2026-10-13T05:08:23Z","board_verified":true,"closed_at":null,"days_open":326,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":326},"description":"Lead Tech Support Engineer is the highest technical escalation point within the IT Service Desk function, responsible for resolving the most complex, critical, or specialized issues affecting enterprise users and infrastructure. This role combines deep technical expertise with leadership and coordination skills, performing advanced troubleshooting, system analysis, and collaborating directly with vendors, system architects, and engineering teams to resolve high-impact incidents and implement long-term solutions.\nAs a technical leader, the Lead Tech Support Engineer provides mentorship to Tier 1 and Tier 2 support teams, helps shape support practices, and contributes to the design and improvement of systems and support models. The ideal candidate is a seasoned IT professional with a passion for solving tough problems, optimizing systems, and elevating the service desk’s impact on enterprise operations.\nKey Responsibilities:\nAdvanced Issue Resolution & Root Cause Analysis\nTake ownership of critical incidents, system outages, and complex technical issues escalated from Tier 2 or directly by stakeholders.\nConduct in-depth diagnostics, log reviews, and performance analysis across multiple systems and platforms.\nLead root cause analysis efforts and implement sustainable solutions to prevent issue recurrence.\nCollaboration with Engineers & Vendors\nPartner with infrastructure, applications, and security teams to troubleshoot cross-functional problems.\nEngage with third-party vendors and service providers for advanced support and escalated resolution efforts.\nContribute technical insights to system architecture and design discussions when support-impacting changes are planned.\nSystem & Process Improvement\nParticipate in the evaluation and optimization of support tools, systems, and workflows.\nIdentify systemic issues and recommend enhancements to improve overall support effectiveness and system performance.\nWork closely with ITSM and operations leadership to align Tier 3 functions with organizational goals and service levels.\nOperational Reporting & Escalation Governance\nMonitor ticket queues for escalations and ensure timely, accurate resolution of high-priority incidents.\nProduce regular reports detailing incident trends, escalated case resolutions, and opportunities for proactive support.\nServe as a key escalation point for executive or high-visibility incidents, maintaining strong communication throughout the lifecycle.\nQualifications:\nBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).\n6+ years of experience in IT support roles, including 2+ years in a senior or Tier 3 capacity.\nDeep technical expertise in areas such as system administration, networking, application troubleshooting, and endpoint management.\nExperience working with ITSM platforms (e.g., ServiceNow) and managing major incidents and escalations.\nProficient in log analysis, scripting (e.g., PowerShell), and systems diagnostics.\nFamiliarity with Microsoft technologies, identity/access management, virtualization, and cloud platforms (e.g., Azure, AWS).\nStrong communication skills and ability to work effectively with both technical and non-technical stakeholders.\nITIL Foundation certification required; advanced certifications (e.g., MS-100, MS-101, MS-102, AZ-104, CompTIA Network+, CCNP) preferred.\nCore Competencies:\nExpert Technical Problem-Solving: Exceptional ability to troubleshoot and resolve high-complexity, high-impact IT issues.\nLeadership & Mentorship: Capable of guiding technical teams and fostering a high-performance support culture.\nStrategic Thinking: Contributes to system design and improvement with long-term service stability in mind.\nVendor & Cross-Team Collaboration: Skilled in navigating internal and external relationships to expedite resolution.\nProcess Improvement: Continuously identifies and drives improvements in tools, workflows, and systems reliability.\nAccountability: Owns the outcome of escalated issues and ensures thorough resolution and documentation.","description_format":"text","description_chars":4064,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Senior Living & Assisted Living","Hospitals & Health Systems"],"lifecycle":[{"event":"open","at":"2026-10-12T09:25:29Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.252,"p_room":0.28,"age_days":326,"expected_fill_days":29,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tridentcare-lead-technical-support-engineer","json_url":"https://alion.io/job/tridentcare-lead-technical-support-engineer.json","meta":{"generated_at":"2026-10-13T05:49:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8987,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3865936},"rest":"https://alion.io/mcp/rest/get_company?id=3865936"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftridentcare-lead-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftridentcare-lead-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftridentcare-lead-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tridentcare-lead-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftridentcare-lead-technical-support-engineer"}]}