MSP Solutions Engineer

Description

The MSP Solutions Engineer is a hybrid role that combines hands-on network engineering with customer account ownership for Salt River Connect’s managed services (MSP), covering network design and support, onboarding, scoping, troubleshooting.

This role maintains and troubleshoots WAN, MAN, LAN, firewall, routing, switching, wireless, and cloud infrastructure for MSP customer and internal environments, while also acting as the primary point of contact and account manager for assigned MSP customers. The role partners with the broader network engineering team on scoping, statements of work (SOWs), solution design, and pre-sales, including contact center/UCaaS opportunities.

The position requires strong technical ownership and hands-on networking ability, combined with strong customer relationship skills, clear documentation, and the ability to translate customer needs into scoped, deliverable solutions.

• Success in this role looks like:
• Reliable and secure network infrastructure that supports MSP customer environments and internal operations
• Accurate scoping and discovery that produces clear, deliverable statements of work (SOWs)
• Well-maintained WAN, MAN, LAN, firewall, routing, switching, and cloud platforms across customer accounts
• Smooth, well-documented onboarding for new MSP customers, from kickoff through go-live
• Timely triage and resolution or escalation of customer support issues
• Account, SOW, and solution documentation that is accurate, current, and easy to hand off
• Effective coordination between customers, network engineering, and sales/solutions teams

• Embody and reinforce the company’s ASCEND principles:
  Accountable, Solutions-Oriented, Curious, Empowered, Nimble, and Data-Driven
• Support secure, reliable, and well-documented customer accounts and technology platforms
• Follow established standards for architecture, configuration, onboarding, scoping, documentation, ticketing, and escalation
• Proactively identify account risks, technical debt, and growth opportunities within customer environments
• Partner with Network Engineering, Operations, Support, Field Services, Sales/Solutions, vendors, and MSP customer stakeholders
• Balance speed and stability by using tools, automation, and standard processes where they reduce risk and improve supportability
• Maintain a mindset of continuous improvement, technical curiosity, and professional ownership of customer relationships

• Install, configure, and support network hardware (WAN, MAN, LAN, routing, switching, firewalls, wireless) for MSP customer and internal environments
• Own end-to-end onboarding for new MSP customers, coordinating provisioning, network design, and handoff across internal teams
• Assist with physical and logical network design for new customer solutions and infrastructure upgrades
• Serve as the primary point of contact and account manager for assigned MSP customers
• Administer Azure, Microsoft 365, and other infrastructure or platform tools as assigned for customer environments
• Build and maintain trusted, long-term relationships with customer stakeholders

• Lead scoping and discovery sessions with customers for new statements of work (SOWs)
• Translate customer requirements into clear, deliverable technical solution designs
• Partner with the Solutions Engineer/Sales Engineer on pre-sales scoping, including contact center and UCaaS opportunities
• Prepare documentation, diagrams, and estimates to support SOWs and customer proposals
• Coordinate with vendors and carriers on solution design and pricing as needed

• Troubleshoot and investigate complex network, system, cloud, and platform issues for customer and internal environments
• Triage support tickets and monitor network/platform health, performance, alerts, and capacity for supported environments
• Support incident response, outage investigation, root cause analysis, and follow-up remediation
• Coordinate with…