Technical Support Engineer – CiraSync On-Premise

This is a fully remote position, open to applicants in Romania.

📋 Description

• Take full ownership of on-premises support tickets from initiation to resolution and follow-up.

• Engage with customers via email, phone, Zoom, and Microsoft Teams, including live screen-sharing troubleshooting sessions.

• Examine application logs, Windows event logs, Exchange logs, and PowerShell output to determine the root cause.

• Reproduce customer issues in an internal lab environment prior to escalation.

• Provide engineering with clear and structured reproduction steps and supporting evidence when escalating issues.

• Assist with customer upgrades, server migrations, and conducting environment health checks.

• Create and maintain knowledge base articles.

• Participate in internal knowledge sharing to mitigate single-point coverage risk for the product.

⛳️ Requirements

• Minimum of 3 years of experience as an IT Administrator or Systems Administrator in a Windows Server environment.

• Practical experience in on-premises Exchange Server administration (2013 / 2016 / 2019 / SE), including mailbox and public folder management, permissions, mail flow, and Exchange Management Shell.

• Hands-on experience with on-premises Active Directory administration, covering organizational units, security and distribution groups, delegated permissions, user attributes, and Group Policy.

• Proficient in on-premises networking troubleshooting, including DNS, firewalls and proxies, TLS certificates, ports and service accounts, and connectivity testing.

• Experience with Windows Server administration, including services, IIS basics, and log file analysis.

• Comfortable utilizing PowerShell.

• Fluent in spoken and written English.

• Capable of leading calls with enterprise IT administrators.

• Skilled at communicating technical findings clearly to both hands-on administrators and non-technical stakeholders.

• Secondary employment or contract work is not allowed.

• Company-managed endpoint protection software must be installed and continuously active on the work computer.

• A personal background check is required before starting.

• Completion of a Predictive Index behavioral and cognitive assessment is mandatory.

• A live technical screening is required.

• Nice-to-have: Experience with Exchange Online and Microsoft 365 administration.

• Nice-to-have: Familiarity with Entra ID (Azure AD), hybrid Exchange, and Entra Connect / Azure AD Connect.

• Nice-to-have: Fundamental knowledge of SQL Server.

• Nice-to-have: Prior B2B technical support experience with a ticketing system such as Salesforce or Zendesk.

• Nice-to-have: Experience in customer-facing documentation or knowledge base writing.

• Nice-to-have: Relevant Microsoft certifications.

• A quiet, dedicated workspace suitable for customer calls and video meetings.

• A reliable high-speed internet connection is essential; wired connection preferred, with a minimum of 50 Mbps download and 10 Mbps upload speed recommended.

• Quality headset and webcam for customer-facing communications.

🏝️ Benefits

• Fully remote position, allowing work from home.

• 8-hour workday from Monday to Friday, aligned with US business hours across US time zones.

• A quiet, dedicated workspace suitable for customer calls and video meetings.

• Reliable high-speed internet connection (wired preferred; minimum of 50 Mbps down and 10 Mbps up recommended).

• Quality headset and webcam provided for customer-facing interactions.

• Structured onboarding and training on CiraSync On-Premises prior to shift assignment and independent ticket management.

• Company-managed endpoint protection software included.

• Commitment to a diverse and inclusive workplace.

• Equal opportunity employer.

• Accommodation support available upon request.