Senior Systems Engineer | Technical Account Manager
Client-facing senior technical role — architecture, advisory, and escalation ownership
Reports To: Chief Technology Officer
Department: Service Delivery / Professional Services
Employment Type: Full-time, exempt
Location: Hybrid — Philadelphia metropolitan area (minimum 2 days/week in office or onsite with clients)
About the Role
We are a fast-growing IT services firm with a 27-year record of success, supporting clients across regulated and high-accountability industries. We are hiring a Senior Systems Engineer / Technical Account Manager to serve as the senior technical owner for a portfolio of assigned clients.
This is not a queue-driven support role. You will work at the top of our escalation path, design the environments, and serve as a senior technical voice in client conversations. Equally important, you will turn what you know into documented standards, repeatable process, and stronger engineers around you.
The right candidate is genuinely bilingual, fluent in deep technical work and equally comfortable in a conference room translating risk, cost, and roadmap to a non-technical executive.
What Makes This Role Different
- You own outcomes, not tickets. Your success is measured by client health, retention, and roadmap execution - not utilization alone.
- You are the client’s advocate internally. You represent their interests in our planning, staffing, and prioritization decisions.
- You have real architectural authority. You design the solution, you defend the design, and you see it through delivery.
- You work directly with leadership. You report to the CTO and have a direct line into service strategy and standards.
Core Responsibilities
Senior Engineering & Escalation Ownership (approx. 40%)
- Act as the final internal escalation point for complex incidents spanning identity, cloud, network, and applications.
- Lead major incident response: coordinate technical resolution, manage client communication cadence, and own root cause analysis and remediation follow-through.
- Mentor and technically develop help desk and mid-level engineering staff
- Drive problem management - convert recurring incidents into permanent fixes, automation, or standard changes.
- Contribute to internal tooling, automation, and process improvement initiatives (scripting, PSA/RMM workflow optimization, and documentation).
Solution Architecture & Project Delivery (approx. 35%)
- Architect and document solutions across Microsoft 365, Azure, AWS, Google Compute, networking, security, and backup/DR.
- Develop project plans including scope, phasing, dependencies, resource requirements, risk register, rollback strategy, and success criteria.
- Lead project execution as technical owner - coordinating engineers, vendors, and client stakeholders through delivery and closeout.
- Design and enforce standards, reference architectures, and repeatable deployment patterns that scale across a multi-tenant client base.
- Advise on and implement controls supporting client compliance requirements (SOC 2, HIPAA, CIS, etc.).
- Maintain accurate, audit-ready documentation of client environments, configurations, and architectural decisions.
Client Advisory & Account Management (approx. 25%)
- Serve as the primary technical point of contact and trusted advisor for an assigned portfolio of clients.
- Lead recurring strategic business reviews (QBRs/TBRs): present environment health, risk posture, lifecycle status, budget forecasts, and forward-looking recommendations to owners, executives, and client IT stakeholders.
- Build and maintain multi-year technology roadmaps aligned to each client’s business objectives, budget cycles, and compliance obligations.
- Translate technical risk into business language - cost, downtime exposure, regulatory impact and drive client decision toward it.
- Identify gaps and growth opportunities within accounts; partner with the sales team to scope and qualify projects.
- Own client satisfaction for your portfolio, including proactive communication during outages, incidents, and change events.
- Conduct onboarding technical discovery and lead the technical workstream for new client transitions.
Required Qualifications
- 7+ years in IT with at least 3 years in a senior engineering, consulting, or architecture role — MSP or multi-client experience strongly preferred.
- Demonstrated client-facing experience: you have presented to executives, defended a technical recommendation, and owned a client relationship.
- Deep Microsoft 365 expertise: Exchange Online, SharePoint/OneDrive, Teams, Entra ID (Azure AD), Conditional Access, and Purview / Security & Compliance.
- Strong Azure experience: virtual machines, networking, identity, backup, governance, and cost optimization.
- Microsoft Intune — device enrollment, compliance and configuration policies, application deployment, and endpoint security baselines.
- Networking and security fundamentals: routing/switching, firewalls, VPN, VLAN segmentation, wireless, and access control.
- Backup, business continuity, and disaster recovery design and testing.
- Proven ability to write clear technical documentation, project plans, and executive-level summaries.
- Valid driver’s license and ability to travel to client sites in the Philadelphia metropolitan area.
Preferred Qualifications
- Experience working within a PSA/RMM ecosystem (ConnectWise Manage or equivalent) including time entry discipline and documentation standards.
- Familiarity with compliance frameworks: SOC 2, HIPAA, CIS Controls, NIST CSF.
- PowerShell or Graph API automation experience.
- Exposure to VMware, AWS, or Google Workspace in hybrid or migration scenarios.
- Certifications such as: Microsoft AZ-104 / AZ-305 / MS-102 / SC-300, Cisco CCNA, SonicWall CSSA, VMware VCP, ConnectWise CCPA, or CISSP.
- BA/BS in a technical discipline preferred; equivalent experience considered.
What Success Looks Like
- First 30 days: Onboarded to our stack and standards; introduced to your client portfolio; environment documentation reviewed and gaps identified.
- First 60 days: Leading client meetings independently; owning at least one active project; escalation queue coverage established.
- First 90 days: Delivered your first round of strategic business reviews with roadmaps and budgets; identified and scoped at least one meaningful improvement or project per assigned account.
Benefits
- Competitive base salary.
- Health and dental coverage.
- 401(k) with company matching.
- Paid time off.
- Paid certification and training — exam fees, materials, and study time.
- Direct access to leadership and meaningful input into technical direction.
Position Requirements & Limitations
- Local candidates only.
- Hybrid position: remote, onsite client work, and office attendance a minimum of 2 days per week.
- Must be able to drive to client locations throughout the Philadelphia metropolitan area.
- Willingness to work flexible hours and participate in an on-call rotation to accommodate client requirements, including scheduled after-hours maintenance and project work.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. We are an equal opportunity employer.
Job Type: Full-time
Pay: $85,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Application Question(s):
- Are you located in greater Philadelphia area
Experience:
Ability to Commute:
- Philadelphia, PA 19103 (Required)
Work Location: Hybrid remote in Philadelphia, PA 19103
