Client Support Engineer

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Full Time Boston, MA, US

The Client Support Engineer is responsible for delivering technical support, platform operations, and managed service execution for Data Evolution clients. This role supports both proactive platform work and reactive client service needs, including endpoint, Microsoft 365, backup, security, identity, and general support workflows.

The role is operational and execution oriented. Engineers perform structured recurring work, respond to support requests, participate in platform deployments, follow established standards and SOPs, and maintain professional client communication and documentation.

This position may support multiple service areas depending on business need, including Platforms, Reactive Support, onboarding, alert response, and client-site work.

• Deploy and configure platforms in accordance with Data Evolution's established deployment standards and SOPs
• Onboard new clients and tenants: M365, backup platforms, endpoint security, RMM agents, and identity tools
• Participate in project planning and execution for platform deployments; maintain accurate project documentation
• Audit existing deployments against standards; identify and remediate configuration drift
• Maintain and contribute to SOPs, deployment checklists, and platform documentation

• Execute structured monthly backup reviews across the full client stack:
  Datto SaaS, Sky Kick, CloudHQ, Druva, Acronis, Veeam
• Perform restore testing to validate backup integrity; document results per SOP
• Triage and resolve backup failure alerts: stalled jobs, agent errors, licensing gaps, EWS/Exchange permission issues
• Manage user-level backup provisioning and decommissioning as part of structured onboarding/offboarding workflows

• Monitor and triage Managed Alerts and Technical Alerts boards in Connect Wise Manage
• Administer endpoint security and MDR platforms: agent deployment, tenant configuration, tamper protection, weekly report delivery
• Review firewall logs and interface diagnostics; identify actionable alerts and elevate as needed
• Remediate endpoint alerts:
  Bit Locker re-encryption, RMM agent failures, Screen Connect access issues
• Manage M365 tenant administration: licensing, Exchange Online, shared mailboxes, EWS configuration via Power Shell

• Respond to assigned client support requests through the service desk
• Troubleshoot common end-user issues involving Microsoft 365, Windows, macOS, identity, applications, printing, networking, and endpoint access
• Resolve or elevate incidents according to priority, impact, SLA, and internal escalation standards
• Participate in ticket triage, alert review, and queue management as needed
• Communicate clearly with clients regarding issue status, next steps, timelines, and resolution
• Document troubleshooting steps, client communications, root cause, and resolution in the service ticket
• Participate in on-call or after-hours support rotation as assigned

• Administer and extend automation workflows in Rewst; apply process automation principles to reduce manual recurring work
• Manage M365 configuration and policy enforcement using Inforcer and similar configuration management tooling
• Identify opportunities to automate repetitive managed services tasks and contribute to the team's automation backlog

• Perform other duties as assigned to support client operations, managed services delivery, and internal business needs
• Participate in cross-functional work across service teams as workload, urgency, and business priorities require
• Follow Data Evolution standards, SOPs, documentation requirements, and escalation processes
• Work service tickets and enter time accurately per company SOP
• Participate in on-call rotation
• Provide escalation-level support for platform issues surfaced by the help desk

• 2+ years in a managed services, IT operations, or similar…