- Own the deployment, configuration, and lifecycle management of security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments.
- Provide Tier 2 and Tier 3 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms.
- Troubleshoot and resolve incidents independently with clear, client-readable documentation.
- Lead technical projects: migrations, security tool rollouts, network upgrades, compliance implementations.
- Develop process automation to reduce repetitive manual work (not infrastructure-as-code; think workflow efficiency).
- Own recurring technical issues and implement long-term root-cause fixes.
- Support monitoring, patching (including CVE remediation alerting), and incident response workflows.
- Evaluate new platforms to determine their suitability as part of our tool stack.
- Perform system updates, backups, and security audits.
- Serve as the primary technical point of contact for assigned client accounts.
- Translate complex technical concepts into clear, confident language for non-technical stakeholders (startup founders, ops managers, office managers).
- Lead client-facing project presentations: scoping, status updates, and post-implementation reviews.
- Collaborate with Tier 1 and Tier 2 team members to share knowledge and elevate the team’s client communication standards.
- Bridge the gap between subject matter experts and end-users – ensure that SOPs, documentation, and client-facing instructions are user-friendly and accessible.
- Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership.
- Contribute to and improve knowledge base documentation with a client-readability lens.
Google Workspace