Senior Systems Engineer (MSP - Infrastructure & Escalations)

• Job Title*: Senior Systems Engineer (MSP – Infrastructure & Escalations)

Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.

• Location*: Concord, CA (hybrid/flexible, must be local to the SF East Bay Area)
• Reports to*: Operations Manager
• Service Areas*: Professional Services + Centralized Services
• Salary Range*: $100,000 – $140,000 DOE
• Why this role exists *

This is a *keystone tier 3+ technical role* at our company. We are a small, established *Managed Services Provider (MSP)* supporting nonprofit, public sector, and small-to-mid-size business clients. We are looking for a *senior MSP engineer* who has already spent years operating in a multi-client MSP environment and is ready to serve as the *final escalation point for complex, high-impact technical issues.*

This role is *not* internal IT and not a large enterprise environment. Success requires comfort juggling multiple client infrastructures, making judgment calls with incomplete information, and taking full ownership of outcomes.

• What you’ll do *
• Act as our senior technical authority*
• Serve as the *final escalation point* for complex infrastructure, networking, and cloud issues across multiple client environments
• Provide technical leadership and guidance to other engineers
• Set and enforce technical standards, patterns, and best practices
• Lead infrastructure and cloud projects *
• Own delivery of *server deployments, migrations, network configurations, and cloud implementations *
• Plan and execute projects end-to-end, including scoping, sequencing, risk identification, and handoff
• Work directly with leadership and clients to align technical decisions with business needs
• Own centralized and proactive services *
• Oversee *backup monitoring, patching, firmware updates, lifecycle planning, and automation *
• Identify recurring issues and drive root-cause resolution through standardization or automation
• Improve reliability, security, and scalability across client environments
• Partner closely with leadership *
• Collaborate with the *CEO, vCIO, Operations + Client Experience Manager*
• Author and review *Statements of Work (SOWs)* and technical scopes
• Communicate clearly with non-technical stakeholders and decision-makers
• What success looks like *
• Client environments are *stable, well-designed, and predictable*
• Other engineers trust your judgment and escalation decisions
• Projects are delivered *on time and within scope*
• Recurring issues decline because underlying causes are addressed
• Leadership relies on you as a technical thought partner

Required experience (hard requirements)

• *2+ years of experience working in a Managed Services Provider (MSP) environment*, supporting multiple client infrastructures
• Senior-level expertise in *networking, systems administration, server infrastructure, and cloud platforms*
• Proven experience *leading infrastructure projects* in an MSP context
• Demonstrated ability to act as an escalation-level engineer
• Strong written and verbal communication skills, including client-facing communication
• Ability to manage competing priorities across multiple client environments
• Experience working *on-site with clients* as well as remotely

Candidates without substantial MSP experience will not be considered for this role. xywuqvp

• Preferred experience *
• Experience with *Autotask PSA and IT Glue* (or comparable MSP tools)
• Experience authoring *technical scopes of work or SOWs *
• Familiarity with *centralized / proactive services models *
• Demonstrated success reducing recurring tickets through automation or standardization
• Who thrives here *
• Engineers who value *ownership, accountability, and autonomy*
• People who prefer solving root problems over constant firefighting
• Those comfortable in a fast-moving, sometimes ambiguous MSP environment
• Clear communicators who value collaboration and follow-through

If you’re looking for a role where your technical judgment truly matters and where you can have a visible impact on clients and the company, we’d love to hear from you.

Job Type: Full-time

Pay: $100,000.00 - $140,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have 2+ years of experience working in a Managed Services Provider (MSP) environment?

Work Location: Hybrid remote in Concord, CA 94520