[Hiring] Senior Technical Support Engineer @Clean Air Task Force

Role Description

We are seeking an experienced Senior Technical Support Engineer to serve as a trusted escalation point for staff technology issues and to take ownership of complex support and Microsoft 365–related work. In this role, you will independently triage, investigate, and resolve issues affecting end users, while making thoughtful, production-impacting changes across our IT environment.

This position works directly with staff and leadership to deliver high-quality, timely support for users with limited availability, while also contributing to ongoing improvements in systems, processes, and documentation. The ideal candidate is comfortable balancing day-to-day support responsibilities with deeper technical problem-solving and project-based work. This role is well-suited for someone who enjoys owning problems end-to-end and improving how IT services are delivered over time.

Key Functions and Responsibilities:

• Providing rapid, high-quality support for end users using remote assistance tools, serving as an escalation point for complex or time-sensitive issues.
• Independently triaging, investigating, and resolving technical issues while documenting findings, actions taken, and outcomes in the ticketing system.
• Creating and maintaining internal and user-facing documentation to improve support efficiency, consistency, and self-service.
• Training staff on supported platforms and systems, with a focus on effective and secure use of Microsoft 365 tools.
• Contributing to project-related work across Microsoft 365 and other cloud environments, including implementation, testing, and process improvements.
• Supporting staff onboarding, software installation, and endpoint-related tasks, and determining when issues require repair, replacement, or escalation to vendors.
• Other duties as assigned.

Qualifications

• 5-10 years of advanced-level, tier 2/3 IT support experience in an M365, Windows, & Mac environment.
• Associate or bachelor's degree in computer science, information technology, or related field.
• Current and verifiable technical certifications such as Microsoft 365 Certified Endpoint Administrator Associate, Administrator Expert, or Security Operations Analyst Associate, CompTia A+, Security+, or similar.

Requirements

• Excellent interpersonal and communication skills, with the ability to work effectively with highly functional users and leadership.
• Expert troubleshooting skills, including root cause analysis, research, testing, and resolution of complex technical issues.
• Strong analytical, diagnostic, and problem-solving skills with a high level of attention to detail.
• Demonstrated ability to independently manage a support ticket queue, including timely responses, thorough investigation, documentation, follow-through, and resolution without escalation unless necessary.
• Strong understanding of Microsoft 365 administration and how tenant-level changes impact users, security, and organizational workflows.
• Ability to design and support secure collaboration with external partners using Microsoft 365, including sharing controls, permissions, and best-practice tool selection.
• Expert knowledge of Windows and macOS hardware and operating systems.
• Ability to troubleshoot and support virtual and physical meetings.
• Experience using ticketing systems for issue tracking and documentation.
• Ability to research unfamiliar issues, learn new SaaS platforms, and apply solutions methodically while minimizing risk.
• Ability to assess, investigate, and determine whether messages are spam, phishing, or malicious, using technical indicators, user context, and security best practices.

Benefits

• This is a full-time, remote position, with location flexible within the United States.
• CATF offers an excellent benefits package (details available on our careers page).
• Annual salary range of $85,000 - $105,000, depending on experience.