Triune InfoTech LLC · 1 day ago
Lead Support Engineer
Murrieta, CA
Full-time
Onsite
Senior Level, Lead/Staff
$105K/yr - $130K/yr
5+ years expTriune LLC is a consultancy dedicated to helping organizations achieve transformative growth by aligning people, processes, and technology. They are seeking a Lead Support Engineer who will serve as both the technical escalation authority and day-to-day leader of the support engineering team, focusing on complex problem-solving and team development.
Cloud ComputingConsultingCyber SecurityIT Management
Hiring Manager
Jesus Zarzosa
Responsibilities
Serve as the highest‑level technical escalation point (Tier 3) for complex or high‑impact client issues
Troubleshoot and resolve advanced issues across:
Microsoft 365 (Exchange, SharePoint, Teams, OneDrive)
Azure / Entra ID
Intune / endpoint management
Networking fundamentals (firewalls, switches, VPNs, DNS)
Security tools and best practices
Lead root‑cause analysis and incident management for recurring issues and major incidents
Partner with projects and security teams when issues cross into larger initiatives
Define and enforce technical standards, best practices, and documentation
Directly manage a team of support engineers (typically Tier 1–2)
Act as a player‑coach: coach in real time, review tickets, provide technical guidance
Conduct:
Regular 1:1s
Performance feedback
Skills development and mentoring
Assist with hiring, onboarding, and training new engineers
Identify skill gaps and help engineers progress technically and professionally
Escalate performance or behavioral issues as needed, with a focus on coaching first
Serve as a client-facing subject matter expert, providing stellar client support and experiences
Ensure consistent ticket quality, response times (SLA's), and resolution standards
Help prioritize workload and manage escalations to reduce backlog and burnout
Improve processes, SOPs, and runbooks to increase efficiency
Partner with leadership to align support delivery with company goals
Occasionally join client calls to assist with complex issues or rebuild trust when needed
Work within MSP tools such as:
PSA (e.g., ConnectWise, Autotask, Halo)
RMM platforms
Security platforms (EDR/MDR, SASE, Zero Trust, email security, etc.)
Review tickets and metrics to identify trends and improvement opportunities
Contribute to continuous improvement of support workflows
Qualification
Required
5+ years of MSP experience
Proven Tier 3 troubleshooting experience across Microsoft‑centric environments
Strong understanding of Windows Server & desktop environments
Microsoft 365 administration
Identity, authentication, and permissions
Strong networking fundamentals
Ability to explain complex technical concepts clearly to both engineers and non‑technical stakeholders
Prior experience leading or mentoring other engineers
Comfortable giving direct, constructive feedback
Strong organizational and prioritization skills
Customer‑first mindset with the ability to stay calm under pressure
Comfortable balancing technical execution with team leadership duties
Preferred
Formal management experience preferred but not required
Benefits
Partial employer‑subsidized medical, dental, and vision coverage
401(k) plan with company matching up to 3%
Company
Triune InfoTech LLC
Triune InfoTech has provided expert IT support since 2013, helping hundreds of businesses increase productivity and profitability by making IT a streamlined part of operations.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Jesús Zarzosa
Founder & CEO
Company data provided by crunchbase