Job description

• Blend technical support with hands-on automation and engineering • High-impact opportunity solving complex technical challenges About Our Client Our client is a global, technology-led organization with a strong focus on innovation, automation, and scalable IT operations. Their technical support function operates with an engineering mindset, empowering team members to go beyond reactive troubleshooting by identifying recurring issues and developing long-term solutions. Job Description As a Senior Technical Support Engineer, you will operate at the intersection of frontline technical support and applied engineering, with the role split approximately 50/50 between the two areas. Key responsibilities include: • Investigate and resolve technical support cases from initial diagnosis through resolution or appropriate escalation. • Troubleshoot issues across devices, applications, identity, networks, policies, and infrastructure. • Conduct root cause analysis and identify patterns across recurring tickets and incidents. • Develop permanent fixes, automations, process improvements, and reusable technical documentation. • Automate repetitive operational tasks using Python, shell scripting, APIs, webhooks, and other tools. • Work with technologies and domains including DNS, DHCP, VPN, Wi-Fi, Okta, SSO, MFA, macOS, Windows, Linux, MDM, and observability tooling. • Create clear runbooks and maintain high-quality technical documentation. • Partner with Network, Security, Identity, Endpoint and other technical teams on escalations and incidents. • Participate in incident response, war rooms, postmortems, and corrective actions when required. • Use Git to version scripts, code, and documentation. • Apply strong engineering standards including testing, logging, error handling, review, and controlled execution. The successful candidate will take an engineering-led approach to support, moving from pattern identification → root cause analysis → permanent fix or automation → measurable impact. MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. The Successful Applicant The ideal candidate will bring: • Strong experience in technical support, systems engineering, IT operations, or a similar technical environment. • Demonstrable depth in at least one area such as networking, identity, endpoint management, automation, observability, or ITSM/ITIL. • A structured troubleshooting approach based on hypotheses, evidence, testing, and root cause analysis. • Hands-on experience building and maintaining operational automations. • Experience with Python, shell scripting, or an equivalent language. • Working knowledge of Git, APIs, integrations, logging, testing, and technical documentation. • The ability to troubleshoot endpoint, application, system, network, and identity-related issues. • Experience producing reusable runbooks and technical documentation. • Strong ownership of technical issues and the ability to escalate effectively with clear supporting evidence. • Experience with Incident, Problem, and Change Management would be advantageous. • Portuguese language skills and conversational English are required. Conversational English is essential for international technical discussions, incident response, handoffs, and documentation • Location: McLean, VA • Working pattern: 5 days per week onsite What's on Offer Hourly rate: $50-$65 per hour depending on experience Contract-to-permanent opportunity Opportunity to combine hands-on support with true applied engineering and automation. Exposure to a broad, modern technology environment spanning endpoints, networking, identity, automation, and observability. Scope to build solutions that have measurable impact by reducing recurring issues and operational workload. Opportunity for increased technical ownership, project leadership, and cross-functional influence as you develop in the position.

Requirements

Must-haves

Blend technical support with hands-on automation and engineering
High-impact opportunity solving complex technical challenges
As a Senior Technical Support Engineer, you will operate at the intersection of frontline technical support and applied engineering, with the role split approximately 50/50 between the two areas.
Key responsibilities include: • Investigate and resolve technical support cases from initial diagnosis through resolution or appropriate escalation.
Troubleshoot issues across devices, applications, identity, networks, policies, and infrastructure.
Conduct root cause analysis and identify patterns across recurring tickets and incidents.
Develop permanent fixes, automations, process improvements, and reusable technical documentation.
Automate repetitive operational tasks using Python, shell scripting, APIs, webhooks, and other tools.
Work with technologies and domains including DNS, DHCP, VPN, Wi-Fi, Okta, SSO, MFA, macOS, Windows, Linux, MDM, and observability tooling.
Create clear runbooks and maintain high-quality technical documentation.
Partner with Network, Security, Identity, Endpoint and other technical teams on escalations and incidents.
Participate in incident response, war rooms, postmortems, and corrective actions when required.
Use Git to version scripts, code, and documentation.
Apply strong engineering standards including testing, logging, error handling, review, and controlled execution.
The successful candidate will take an engineering-led approach to support, moving from pattern identification → root cause analysis → permanent fix or automation → measurable impact.
The Successful Applicant
The ideal candidate will bring: • Strong experience in technical support, systems engineering, IT operations, or a similar technical environment.
Demonstrable depth in at least one area such as networking, identity, endpoint management, automation, observability, or ITSM/ITIL.
A structured troubleshooting approach based on hypotheses, evidence, testing, and root cause analysis.
Hands-on experience building and maintaining operational automations.
Experience with Python, shell scripting, or an equivalent language.
Working knowledge of Git, APIs, integrations, logging, testing, and technical documentation.
The ability to troubleshoot endpoint, application, system, network, and identity-related issues.
Experience producing reusable runbooks and technical documentation.

Nice-to-haves

None flagged.

Application prep

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Keywords to mirror

gopython

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