Infrastructure Management & Support Coordinator

Location :
Naples, FL or Williamsville, NY HQ or Global Remote with full Amazon Echo 5 drop-in collaboration.

Compensation : $125K USD annual contract + significant performance-based incentives

We are seeking an Infrastructure Management & Support Coordinator to manage and maintain Zantaz's internal and hosted IT infrastructure while strengthening the technical support capabilities of our customer-facing teams.

This comprehensive role combines hands-on systems engineering, infrastructure operations, advanced product troubleshooting, and AI-powered support automation. You will ensure our hosted environments remain secure, reliable, and operational while developing tools, documentation, and technical workflows that enable our teams to resolve customer issues more effectively.

You will collaborate closely with our Account Management, Data Center, Professional Services, and Development teams, coordinating technical operations while maintaining direct responsibility for assigned infrastructure systems.

The ideal candidate is a technically skilled, resourceful problem-solver who enjoys complex IT challenges, developing practical AI solutions, and improving how teams deliver enterprise software services.

At Zantaz, AI is integral to how we work. Your first priority is to build, test, and maintain AI-powered tools for technical support and infrastructure maintenance to improve reliability and operational efficiency.

• AI-Powered Infrastructure Monitoring & Maintenance:
  Develop intelligent workflows that analyze system health, performance, logs, and alerts, automate routine maintenance and patching validation, and improve preventive maintenance.
• Intelligent Technical Support:
  Build AI-assisted diagnostic tools that analyze support tickets, system configurations, technical documentation, and historical resolutions to accelerate troubleshooting and root-cause identification.
• Support Automation & AI Agents:
  Develop and maintain AI-driven workflows and agents that streamline ticket analysis, evidence collection, product health checks, technical escalations, and routine support activities.
• AI Knowledge Management:
  Create intelligent, searchable technical knowledge resources that help internal teams diagnose problems, access validated solutions, and improve technical support consistency.
• Security & Compliance Automation:
  Develop secure workflows that collect and organize infrastructure, change management, and incident evidence to support SOC 2 audit readiness and internal compliance requirements.
• Responsible AI & Quality Assurance:
  Test AI solutions against real-world scenarios, validate recommendations, monitor accuracy and effectiveness, safeguard customer data, and maintain human oversight and manual recovery procedures.

Candidates should demonstrate practical AI solutions they have personally developed, tested, deployed, and maintained, including measurable improvements in productivity, technical support, or operational performance.

• Systems Administration:
  Build, configure, maintain, and troubleshoot assigned Windows and Linux servers, virtual machines, storage platforms, and hosted application environments.
• Infrastructure Monitoring & Maintenance:
  Monitor system health, performance, availability, and capacity; manage patching, configuration updates, and preventative maintenance.
• Incident Resolution & Recovery:
  Diagnose infrastructure failures involving networking, storage, virtualization, and application dependencies. Execute approved remediation, backup verification, and recovery procedures.
• Infrastructure Planning & Security:
  Maintain system inventories, dependency maps, operating plans, and technical documentation. Ensure adherence to information security, data privacy, change management, and SOC 2 audit-readiness requirements.
• Cross-Functional Coordination:
  Coordinate infrastructure responsibilities with Zantaz's Maryland Data Center engineer, Professional Services, and qualified technical staff to ensure clear ownership, workload allocation, and operational coverage.
• Service Reliability & Continuity:
  Plan and validate system changes, capacity requirements, and recovery exercises with documented testing, rollback procedures, and technical handoffs.

• Develop expertise in Zantaz's enterprise archiving and data management solutions, including product installation, configuration, integrations,…