Technical Customer Support Engineer – Endpoint Engineering

Job description

Technical Customer Support Engineer – Endpoint Engineering Description - Job Summary • This role is responsible for strategically engaging in the development, implementation and governance of product support or solution portfolios throughout the lifecycle, ensuring alignment with pricing strategies and seamless service delivery. A Senior Endpoint Engineer in this role serves as a hands-on technical resource supporting a dedicated enterprise customer-validation environment. The core mission is to replicate a customer's production infrastructure — their custom OS image, security stack, and deployment methodology — so that issues can be identified and resolved before they impact end users, rather than reactively after deployment. The role collaborates globally to implement innovative services and solutions to meet evolving customer demands and drive profitable growth. The role analyzes the business to proactively identify errors, root causes or areas of improvement, thereby driving process enhancement efforts and business performance. The role also establishes and manages service level agreements, while also engaging in mentoring lower-level employees. Responsibilities • Strong Customer support experience (i.e. capturing requirements, creating scripted packages, working with customer to troubleshoot deployment related issues in their environment) • Experience with multiple Endpoint Management solutions (Azure, Intune, Autopilot, SCCM, Ivanti, Altiris etc.) On-prem and Hybrid (cloud) environments. • Experience with the following: SQL, PowerShell, Azure DevTest, and PKI • Takes charge of planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes. • Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth. • Contributes insights based on service data to drive increased sales opportunities, leveraging data-driven strategies for business growth. • Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing. • Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance. • Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services business. • Establishes, implements, and manages service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations. • Prepares marketing materials to support key customer account teams, enhancing customer engagement and sales efforts. • Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies. • Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees. Education & Experience Recommended • Four-year or Graduate Degree in Computer Science, IT, Computer Network Systems Technology, or any other related discipline or commensurate work experience or demonstrated competence. • 10+ years of experience in SCCM engineering, deployment, and troubleshooting in enterprise environments (on-prem, hybrid, and Azure cloud) • 5+ years of strong experience with Microsoft Autopilot & Intune - know how to stand it up, manage it, import/deploy packages and troubleshoot. Plusses • Have a passion for the open growth mindset and a desire to both learn and teach others • Experience with other endpoint management tools such as Ivanti, PDQ Deploy, or BigFix •Previous experience working in a senior technical role Day-to-Day An employer is looking for a Sr. Endpoint Systems Engineer to work onsite at their facility in North Houston (Spring, Texas). Work with a team tasked with setting up a collection of virtual lab environments mimicking customer environments, be engaged by other engineers to either assist with or take ownership of technical issues encountered by customers managing PC products. The purpose of this role is to troubleshoot products in customer environments and help customers deploy packages to PCs. Engage with external customers directly or indirectly (calls and email) to capture requirements, create, test, and deploy packages. Participate in developing test plans for various customer needs, participate in generating documented knowledge articles geared towards communicating endpoint management best practices. Typical work week is Monday-Friday, 8am-5pm. Some occasional evening support or travel may be required, but on a limited basis. Preferred Certifications NA Knowledge & Skills • Agile Methodology • Analytics • Business Development • Business Strategies • Business To Business • Customer Relationship Management • Data Analysis • Digital Marketing • Go-to-Market Strategy • Key Performance Indicators (KPIs) • Market Research • Marketing • Marketing Strategies • New Product Development • Product Management • Product Marketing • Product Strategy • Project Management • Thought Leadership • Value Propositions Cross-Org Skills • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity Impact & Scope • Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity • Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.