Senior Support Engineer

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.

Who You Are

Montra is looking for a Senior Support Engineer to own the issues that don’t have an easy answer. You’ll be the technical escalation point for our support team — the person Tier 1/2 engineers turn to when a problem needs deeper root‑cause work — while also mentoring less experienced engineers and helping shape how we deliver support as we scale. This role suits an experienced problem‑solver who’s comfortable being the calm, capable voice with clients on complex or high‑visibility issues, and who wants a hand in improving the processes and tools behind the work, including our Via platform.

What You’ll Do

• Solve Tier 2/3 support issues using structured root‑cause and problem‑management processes to resolve them within SLA.
• Serve as a technical escalation point and collaborate with other support engineers, providing guidance on complex troubleshooting.
• Manage, maintain, and troubleshoot client software, systems, networks, cloud, security, and SaaS services.
• Collaborate with support staff, engineering, software development, field technicians, and external vendors to resolve service issues.
• Act as the primary externally facing point of contact with customers and vendors on complex or high‑visibility issues.
• Act as an internally facing point of contact to escalate issues and communicate resolution status.
• Lead documentation of core processes and drive measurable improvements in the cost and speed of delivery.
• Partner with our software development team, providing technical input to shape improvements to our Via platform.
• Oversee and execute planned maintenance work, minimizing impact to client services.
• Prepare and present service monitoring reports and technical findings to management.
• Participate in ongoing manufacturer and certification training, and help build training materials for junior engineers.

What You Bring

REQUIRED QUALIFICATIONS:

• At least 4 years of experience in technical/engineering support in IT, with a track record of owning complex, escalated issues
• Strong technical proficiency in MacOS and Windows computer systems in an enterprise environment
• Technical experience with MacOS MDMs (Mosyle, Jamf, Kandji, etc.) and Apple Business Manager technologies
• Excellent knowledge of our supported software, services, and technologies, with the judgment to diagnose issues outside documented playbooks
• Demonstrated ability to mentor and guide less experienced engineers
• Strong interpersonal skills, comfortable being the technical voice with clients and vendors on high‑pressure issues
• Passion for teamwork, continuing education, problem solving, and exceptional customer service
• Ability to learn quickly and adapt to changing requirements
  
  Strong written and oral communication skills
• Outgoing, organized, detail‑oriented, dependable, and flexible

PREFERRED QUALIFICATIONS:

• Over 6 years of experience in technical/engineering…