L2 Technical Support Engineer CMMC Service Delivery

Department: Technical Services / Service Delivery

Reports To: Technical Services Manager – CMMC Service Delivery

Position Type: Full-Time

Location: Remote, U.S.

-Based

Sugar Shot is a managed services provider (MSP) and part of Treeline, a technology services organization spanning managed IT, cybersecurity, compliance, and advisory services. As Treeline expands its compliance business, Sugar Shot is building a dedicated Technical Services pod to support clients with CMMC and other regulated technology requirements.

The L2 Technical Support Engineer – CMMC Service Delivery is a hands-on technical role within this dedicated pod, responsible for resolving technical issues across endpoint, identity, cloud, networking, and security environments while operating within established security and compliance requirements.

This role requires strong technical troubleshooting skills, disciplined documentation, and the ability to work within defined security controls, access requirements, and change management processes. In regulated environments, how technical work is performed and documented is as important as resolving the issue itself.

The ideal candidate brings MSP experience, strong Microsoft and/or Google administration skills, experience supporting modern identity and endpoint environments, and an understanding of the security practices required when supporting regulated organizations.

• Provide Level 2 technical support across assigned clients within the CMMC Service Delivery pod.
• Troubleshoot and resolve technical issues across Microsoft 365 and/or Google Workspace, Windows and macOS endpoints, identity and access management, networking, cloud services, and security platforms.
• Manage assigned tickets through resolution while meeting established response, resolution, communication, and SLA expectations.
• Escalate complex, high-impact, or security-sensitive issues to the Technical Services Manager, L3, Engineering, or Security teams as appropriate.
• Perform user administration, device configuration, application support, access changes, troubleshooting, and other day-to-day managed services activities.
• Maintain clear, complete, and accurate ticket documentation, including troubleshooting performed, technical changes, approvals, and resolution details.
• Follow established escalation, change management, and client communication procedures.
• Identify recurring technical issues and contribute to root cause analysis and proactive remediation.
• Collaborate with L1 technicians and provide technical guidance and escalation support when needed.

• Deliver technical support in accordance with client-specific CMMC, NIST SP 800-171, and other applicable security requirements.
• Follow established procedures for handling Controlled Unclassified Information (CUI) and other sensitive information.
• Adhere to client-specific access controls, authentication requirements, approved administrative tools, and secure support workflows.
• Follow least-privilege and privileged-access requirements when performing administrative activities.
• Ensure remote support, administrative access, technical changes, and troubleshooting activities are performed only through approved systems and processes.
• Maintain ticket and technical documentation capable of supporting compliance evidence and assessment requirements.
• Support remediation of vulnerabilities, technical findings, configuration issues, and control gaps as directed by the Technical Services Manager, Security, or Compliance teams.
• Assist with technical validation and evidence collection activities related to CMMC readiness and assessments.
• Immediately escalate activity, configurations, or service delivery practices that may introduce security or compliance risk.

• Administer and support Microsoft 365 and/or Google Workspace environments.
• Support identity and access management platforms including Entra  Okta.
• Support endpoint management platforms including Intune and other MDM/RMM solutions across Windows and macOS environments.
• Troubleshoot authentication, MFA, SSO, conditional access,…