Support Engineer

Job Description

Plan A Technologies is an American software development and technology advisory firm that is looking for a Support Engineer to provide high-quality technical support to end users. The role involves ITIL-based triage, log monitoring, and assisting with vulnerability management workflows while ensuring issues are resolved within established SLAs.

Responsibilities
• Provide real-time remote support to end users via Slack, service desk tickets, and scheduled sessions
• Perform ITIL-based triage and classify incidents and requests within established SLAs
• Escalate issues appropriately to engineering, cybersecurity, or vendor teams as needed
• Drive timely and accurate issue resolution with strong communication throughout the lifecycle
• Monitor M365 logs and other platform logs for anomalies, suspicious activity, or operational issues
• Escalate potential threats following defined cybersecurity workflows
• Support vulnerability management activities through tracking, documentation, and user coordination
• Participate in identifying patterns and recurring issues that may indicate deeper security or operational concerns
• Maintain accurate and detailed tickets, documentation, and support records
• Contribute to post-incident reviews and collaborate on root cause analysis
• Update internal knowledge bases, troubleshooting guides, and ITIL process documentation
• Provide clear reporting on trends, incidents, and recurring support challenges
• Provide Slack end-user support, including triage within Slack channels and direct messages
• Support issue tracking and communication through the FMS bug tracker, ensuring clear documentation and follow-up
• Assist with user account troubleshooting, permissions, M365 issues, and general productivity tool support
• Partner with engineering teams for escalations, bug identification, and feedback loops

Skills
• BS in Computer Science, Software Engineering or equivalent practical experience
• 3+ years in technical support, service desk, IT support, or related IT operations roles
• Experience with remote support tools and SaaS management
• Experience performing ITIL-based triage and working within structured SLAs
• Strong troubleshooting skills in Windows, macOS, M365, Slack, and common productivity tools
• Familiarity with log monitoring, threat escalation processes, and basic security awareness
• Ability to manage multiple support requests concurrently while maintaining high quality
• Experience with ticketing systems, bug trackers (FMS or similar), and knowledge base platforms
• Exposure to vulnerability management processes or cybersecurity workflows
• Strong communication skills and ability to collaborate across cross-functional teams
• Have solid written and verbal English skills
• Ability to maintain a positive work attitude
• Initiative and drive to do great things
• Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications will be a plus

Benefits
• Generous vacation schedule
• Brand New Laptop
• Other goodies

Company Overview
• Plan A Technologies is a software development shop and consultancy company. It was founded in undefined, and is headquartered in Las Vegas, Nevada, USA, with a workforce of 201-500 employees. Its website is http://www.PlanAtechnologies.com.

Company H1B Sponsorship
• Plan A Technologies has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.