Support Engineer (MSP)

About The Company

Ariesline MSP is a modern AI-driven Managed Services Provider supporting businesses across the U.S. We manage IT operations end-to-end: user support, infrastructure, security, backups, compliance, and vendor management. Our AI-powered workflows reduce manual effort, improve response times, and help prevent incidents before they disrupt operations.

With 24/7 nationwide coverage and on-site technicians in major locations, Ariesline delivers dependable IT support with a clear focus on business continuity and growth.

About The Role

We are looking for a Support Engineer to join our Managed Service Provider (MSP) service line. This is a fully remote role, working directly with customers to provide technical support, troubleshoot issues, and ensure high service quality.

Key Responsibilities

• Provide L2–L3 technical support within an MSP setup
• Troubleshoot, diagnose, and resolve complex technical issues
• Work directly with customers in a service-line role
• Document incidents, resolutions, and standard procedures
• Collaborate with internal teams to escalate and resolve issues
• Participate in on-call or scheduled support rotations (if applicable)
• Continuously improve support processes and service quality
  
  

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Required Skills And Experience

• Strong background in technical support or systems engineering
• Experience working in an MSP or similar service-driven environment
• Solid troubleshooting skills across infrastructure, applications, or automation tools
• Ability to communicate clearly with customers in English (written and spoken)
• Experience working remotely with distributed teams
  
  

Tools and Technologies

• Ticketing systems (e.g., Jira, Zendesk, ServiceNow)
• Remote support and monitoring tools
• Cloud platforms or automation tools (to be specified)
  
  

Nice to Have

• Experience supporting enterprise customers
• Scripting or automation experience
• Certifications relevant to IT support or cloud platforms
  
  

Location and Work Format

• Fully remote
• Preference for candidates based in South America (LatAm)
• Availability to overlap with core business hours as needed
• Independent consultant contract for non-US citizens, aimed at long-term collaboration.
  
  

Skills: troubleshooting,service quality,technical support,english,it,customer support