Lead IT System Engineer

Lead IT Systems Engineer - Level 4 (L4) Server Appliance Deployment Support

The role is responsible for providing remote Level 4 (L4) support to field engineers who install, upgrade, and perform hardware refreshes of the Ethos Server Appliance. This includes rapidly analyzing deployment failures - particularly those caused by customer network and infrastructure conditions such as misconfigured ports, DNS, NTP, proxy, and TLS packet-inspection issues - so that customers can be promptly notified of the root cause. The position is embedded within the Engineering organization, where training and on-the-job support are provided.

Key Responsibilities

• Provide remote L4 support to field engineers during Server Appliance installations, upgrades, and hardware refreshes, including data-migration scenarios that run an old and new appliance in parallel. The global Server Appliance L4 deployment support is provided remotely and requires regular support on the weekends as well.
• Rapidly diagnose customer-side network and infrastructure failures - firewall port closures, DNS and NTP misconfiguration, proxy connectivity, and TLS/SSL packet inspection - and help the field support to notify the customer of the identified cause.
• Analyze log files across heterogeneous systems (PowerShell installation logs, Grafana Dashboard logs, Veeam Backup reports, and Kubernetes pod states) to determine root cause.
• Document analysis results in a structured, traceable, and easy-to-understand format, using within the L4 Assistance Requests in SalesForce with clear cause classification and detailed resolution notes.
• Distinguish between product defects, deployment errors, and customer-environment issues, and escalate genuine engineering cases to the engineering defect review board.
• Contribute to continuous improvement by documenting common failure patterns, troubleshooting runbooks, and network-prerequisite checklists to reduce future L4 demand.

Desired Skills and Experience

• Strong network troubleshooting at diagnostic depth: TCP/IP, DNS (including forwarders), NTP, routing, proxy behavior, and TLS/SSL certificate trust chains and packet inspection - able to prove which port or record is missing (e.g., using Test-NetConnection or WireShark).
• Experience with enterprise firewalls (Palo Alto preferred), including HA pairs, configuration commit/sync, and SSL/TLS service profiles.
• Solid IT Systems Engineering background familiar with the Server Appliance technology stack: VMware vSphere/ESXi (incl. PowerCLI and GPU passthrough), Ubuntu Linux, Windows Server, Active Directory, and PKI / certificate management.
• Familiarity with Dell server/iDRAC, Dell/PowerVault storage, Veeam Backup & Replication, Parallels RAS/Citrix Virtual Apps, Kubernetes (RKE2), IaaS automation (Ansible, Terraform, PowerShell), and SSO Authentication (KeyCloack, Oauth, OpenID) is an advantage.
• Experience analyzing log files and identifying root causes across multiple system types.
• Minimum 10 years of IT systems / infrastructure engineering experience, with demonstrated network specialization.