Plan A Technologies ยท 2 days ago
Support Engineer
Texas, United States
Full-time
Hybrid
Mid Level
3+ years expPlan A Technologies is an American software development and technology advisory firm that is looking for a Support Engineer to provide high-quality technical support to end users. The role involves ITIL-based triage, log monitoring, and assisting with vulnerability management workflows while ensuring issues are resolved within established SLAs.
Software
Responsibilities
Provide real-time remote support to end users via Slack, service desk tickets, and scheduled sessions
Perform ITIL-based triage and classify incidents and requests within established SLAs
Escalate issues appropriately to engineering, cybersecurity, or vendor teams as needed
Drive timely and accurate issue resolution with strong communication throughout the lifecycle
Monitor M365 logs and other platform logs for anomalies, suspicious activity, or operational issues
Escalate potential threats following defined cybersecurity workflows
Support vulnerability management activities through tracking, documentation, and user coordination
Participate in identifying patterns and recurring issues that may indicate deeper security or operational concerns
Maintain accurate and detailed tickets, documentation, and support records
Contribute to post-incident reviews and collaborate on root cause analysis
Update internal knowledge bases, troubleshooting guides, and ITIL process documentation
Provide clear reporting on trends, incidents, and recurring support challenges
Provide Slack end-user support, including triage within Slack channels and direct messages
Support issue tracking and communication through the FMS bug tracker, ensuring clear documentation and follow-up
Assist with user account troubleshooting, permissions, M365 issues, and general productivity tool support
Partner with engineering teams for escalations, bug identification, and feedback loops
Qualification
Required
BS in Computer Science, Software Engineering or equivalent practical experience
3+ years in technical support, service desk, IT support, or related IT operations roles
Experience with remote support tools and SaaS management
Experience performing ITIL-based triage and working within structured SLAs
Strong troubleshooting skills in Windows, macOS, M365, Slack, and common productivity tools
Familiarity with log monitoring, threat escalation processes, and basic security awareness
Ability to manage multiple support requests concurrently while maintaining high quality
Experience with ticketing systems, bug trackers (FMS or similar), and knowledge base platforms
Exposure to vulnerability management processes or cybersecurity workflows
Strong communication skills and ability to collaborate across cross-functional teams
Have solid written and verbal English skills
Ability to maintain a positive work attitude
Initiative and drive to do great things
Preferred
Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications will be a plus
Benefits
Generous vacation schedule
Brand New Laptop
Other goodies
Company
Plan A Technologies
Plan A Technologies is a software development shop and consultancy company.
201-500 employees
H1B Sponsorship
Plan A Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Slav Kulik
Chief Executive Officer
Company data provided by crunchbase