{"schemaVersion":"jobsearcher.job.v1","id":"1f7cf571c230a89c49a9d03a","url":"https://jobsearcher.com/jobs/1f7cf571c230a89c49a9d03a","canonicalUrl":"https://jobsearcher.com/jobs/1f7cf571c230a89c49a9d03a","title":"Client Support Engineer","description":"Job Purpose\nThe Client Support Engineer is responsible for delivering technical support, platform operations, and managed service execution for Data Evolution clients. This role supports both proactive platform work and reactive client service needs, including endpoint, Microsoft 365, backup, security, identity, and general support workflows.\nThe role is operational and execution oriented. Engineers perform structured recurring work, respond to support requests, participate in platform deployments, follow established standards and SOPs, and maintain professional client communication and documentation.\nThis position may support multiple service areas depending on business need, including Platforms, Reactive Support, onboarding, alert response, and client-site work.\n\nDuties and Responsibilities\nPlatform Deployment & Configuration\nDeploy and configure platforms in accordance with Data Evolution's established deployment standards and SOPs\nOnboard new clients and tenants: M365, backup platforms, endpoint security, RMM agents, and identity tools\nParticipate in project planning and execution for platform deployments; maintain accurate project documentation\nAudit existing deployments against standards; identify and remediate configuration drift\nMaintain and contribute to SOPs, deployment checklists, and platform documentation\nBackup Platform Operations\nExecute structured monthly backup reviews across the full client stack: Datto SaaS, SkyKick, CloudHQ, Druva, Acronis, Veeam\nPerform restore testing to validate backup integrity; document results per SOP\nTriage and resolve backup failure alerts: stalled jobs, agent errors, licensing gaps, EWS/Exchange permission issues\nManage user-level backup provisioning and decommissioning as part of structured onboarding/offboarding workflows\n\nManaged Services Operations\nMonitor and triage Managed Alerts and Technical Alerts boards in ConnectWise Manage\nAdminister endpoint security and MDR platforms: agent deployment, tenant configuration, tamper protection, weekly report delivery\nReview firewall logs and interface diagnostics; identify actionable alerts and escalate as needed\nRemediate endpoint alerts: BitLocker re-encryption, RMM agent failures, ScreenConnect access issues\nManage M365 tenant administration: licensing, Exchange Online, shared mailboxes, EWS configuration via PowerShell\nReactive Support & Service Desk Participation\nRespond to assigned client support requests through the service desk\nTroubleshoot common end-user issues involving Microsoft 365, Windows, macOS, identity, applications, printing, networking, and endpoint access\nResolve or escalate incidents according to priority, impact, SLA, and internal escalation standards\nParticipate in ticket triage, alert review, and queue management as needed\nCommunicate clearly with clients regarding issue status, next steps, timelines, and resolution\nDocument troubleshooting steps, client communications, root cause, and resolution in the service ticket\nParticipate in on-call or after-hours support rotation as assigned\nAutomation & Configuration Management\nAdminister and extend automation workflows in Rewst; apply process automation principles to reduce manual recurring work\nManage M365 configuration and policy enforcement using Inforcer and similar configuration management tooling\nIdentify opportunities to automate repetitive managed services tasks and contribute to the team's automation backlog\nGeneral\nPerform other duties as assigned to support client operations, managed services delivery, and internal business needs\nParticipate in cross-functional work across service teams as workload, urgency, and business priorities require\nFollow Data Evolution standards, SOPs, documentation requirements, and escalation processes\nWork service tickets and enter time accurately per company SOP\nParticipate in on-call rotation\nProvide escalation-level support for platform issues surfaced by the help desk\n\nQualifications\nRequired\n2+ years in a managed services, IT operations, or similar technical role\nHands-on experience with at least two SaaS/endpoint backup platforms (Datto, SkyKick, Druva, Acronis, CloudHQ, or Veeam)\nMicrosoft 365 administration: licensing, Exchange Online, SharePoint, OneDrive, tenant management\nFamiliarity with M365 configuration management and policy enforcement tools (Inforcer or equivalent)\nStrong documentation skills; consistent, structured ticket notation is a firm expectation\nProfessional written and verbal communication\nPreferred\nMSP background with biotech, pharma, or regulated-industry clients\nFamiliarity with Rewst or comparable workflow automation platforms; comfort with process automation principles\nExperience with a PSA and RMM platform (ConnectWise Manage and Automate strongly preferred)\nPowerShell scripting for M365/Exchange administration — strong preference; expected as a core competency\nSophos Intercept X administration: tenant management, agent deployment, reporting\nIndustry certification (CompTIA Security+, MS-102, or equivalent)\n\nWorking Conditions\nThis is an in-office position with a discretionary hybrid allowance. Currently, two office days per week (specified by the company) in our Woburn, MA office are required. Occasional evening or weekend work required for on-call rotation. No regular travel anticipated.\n\nDirect Reports\nNone.","company":"Data Evolution","rawCompany":"data evolution","city":"East Boston","state":"MA","isRemote":false,"isActive":false,"createdAt":"2026-07-31T12:02:09.894Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Client Support Engineer","description":"Job Purpose\nThe Client Support Engineer is responsible for delivering technical support, platform operations, and managed service execution for Data Evolution clients. This role supports both proactive platform work and reactive client service needs, including endpoint, Microsoft 365, backup, security, identity, and general support workflows.\nThe role is operational and execution oriented. Engineers perform structured recurring work, respond to support requests, participate in platform deployments, follow established standards and SOPs, and maintain professional client communication and documentation.\nThis position may support multiple service areas depending on business need, including Platforms, Reactive Support, onboarding, alert response, and client-site work.\n\nDuties and Responsibilities\nPlatform Deployment & Configuration\nDeploy and configure platforms in accordance with Data Evolution's established deployment standards and SOPs\nOnboard new clients and tenants: M365, backup platforms, endpoint security, RMM agents, and identity tools\nParticipate in project planning and execution for platform deployments; maintain accurate project documentation\nAudit existing deployments against standards; identify and remediate configuration drift\nMaintain and contribute to SOPs, deployment checklists, and platform documentation\nBackup Platform Operations\nExecute structured monthly backup reviews across the full client stack: Datto SaaS, SkyKick, CloudHQ, Druva, Acronis, Veeam\nPerform restore testing to validate backup integrity; document results per SOP\nTriage and resolve backup failure alerts: stalled jobs, agent errors, licensing gaps, EWS/Exchange permission issues\nManage user-level backup provisioning and decommissioning as part of structured onboarding/offboarding workflows\n\nManaged Services Operations\nMonitor and triage Managed Alerts and Technical Alerts boards in ConnectWise Manage\nAdminister endpoint security and MDR platforms: agent deployment, tenant configuration, tamper protection, weekly report delivery\nReview firewall logs and interface diagnostics; identify actionable alerts and escalate as needed\nRemediate endpoint alerts: BitLocker re-encryption, RMM agent failures, ScreenConnect access issues\nManage M365 tenant administration: licensing, Exchange Online, shared mailboxes, EWS configuration via PowerShell\nReactive Support & Service Desk Participation\nRespond to assigned client support requests through the service desk\nTroubleshoot common end-user issues involving Microsoft 365, Windows, macOS, identity, applications, printing, networking, and endpoint access\nResolve or escalate incidents according to priority, impact, SLA, and internal escalation standards\nParticipate in ticket triage, alert review, and queue management as needed\nCommunicate clearly with clients regarding issue status, next steps, timelines, and resolution\nDocument troubleshooting steps, client communications, root cause, and resolution in the service ticket\nParticipate in on-call or after-hours support rotation as assigned\nAutomation & Configuration Management\nAdminister and extend automation workflows in Rewst; apply process automation principles to reduce manual recurring work\nManage M365 configuration and policy enforcement using Inforcer and similar configuration management tooling\nIdentify opportunities to automate repetitive managed services tasks and contribute to the team's automation backlog\nGeneral\nPerform other duties as assigned to support client operations, managed services delivery, and internal business needs\nParticipate in cross-functional work across service teams as workload, urgency, and business priorities require\nFollow Data Evolution standards, SOPs, documentation requirements, and escalation processes\nWork service tickets and enter time accurately per company SOP\nParticipate in on-call rotation\nProvide escalation-level support for platform issues surfaced by the help desk\n\nQualifications\nRequired\n2+ years in a managed services, IT operations, or similar technical role\nHands-on experience with at least two SaaS/endpoint backup platforms (Datto, SkyKick, Druva, Acronis, CloudHQ, or Veeam)\nMicrosoft 365 administration: licensing, Exchange Online, SharePoint, OneDrive, tenant management\nFamiliarity with M365 configuration management and policy enforcement tools (Inforcer or equivalent)\nStrong documentation skills; consistent, structured ticket notation is a firm expectation\nProfessional written and verbal communication\nPreferred\nMSP background with biotech, pharma, or regulated-industry clients\nFamiliarity with Rewst or comparable workflow automation platforms; comfort with process automation principles\nExperience with a PSA and RMM platform (ConnectWise Manage and Automate strongly preferred)\nPowerShell scripting for M365/Exchange administration — strong preference; expected as a core competency\nSophos Intercept X administration: tenant management, agent deployment, reporting\nIndustry certification (CompTIA Security+, MS-102, or equivalent)\n\nWorking Conditions\nThis is an in-office position with a discretionary hybrid allowance. Currently, two office days per week (specified by the company) in our Woburn, MA office are required. Occasional evening or weekend work required for on-call rotation. No regular travel anticipated.\n\nDirect Reports\nNone.","datePosted":"2026-07-31T12:02:09.894Z","dateModified":"2026-07-31T12:02:09.894Z","hiringOrganization":{"@type":"Organization","name":"Data Evolution","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"East Boston","addressRegion":"MA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1f7cf571c230a89c49a9d03a"},"url":"https://jobsearcher.com/jobs/1f7cf571c230a89c49a9d03a"}}