Senior Technical Support Engineer

Position: Senior Technical Support Engineer Reports to: IT Manager Location: Remote, U.S. Type: Full-time, exempt ABOUT CATF Clean Air Task Force (CATF) is a nonprofit organization working to safeguard against the worst impacts of climate change by catalyzing the rapid global development and deployment of low-carbon energy and other climate-protecting technologies. This is accomplished through research and analysis, public advocacy leadership, and partnership with the private sector. CATF is highly respected for its deep expertise and research on energy and industrial systems and potential strategies, technologies, and policies that can radically shrink their impact on the planet’s atmosphere. Our team of experts and advocates (and global network of subject matter experts and civil society partners) put this research and knowledge into action by designing and enacting public policies that drive toward zero-emissions. We also support policies and work directly with private industry to innovate in technology to make the path to zero emissions swift and affordable. CATF has offices in Boston, Washington D.C., and Brussels, with staff working virtually around the world. ROLE We are seeking an experienced Senior Technical Support Engineer to serve as a trusted escalation point for staff technology issues and to take ownership of complex support and Microsoft 365–related work. In this role, you will independently triage, investigate, and resolve issues affecting end users, while making thoughtful, production-impacting changes across our IT environment. This position works directly with staff and leadership to deliver high-quality, timely support for users with limited availability, while also contributing to ongoing improvements in systems, processes, and documentation. The ideal candidate is comfortable balancing day-to-day support responsibilities with deeper technical problem-solving and project-based work. This role is well-suited for someone who enjoys owning problems end-to-end and improving how IT services are delivered over time. Key Functions and Responsibilities: Providing rapid, high-quality support for end users using remote assistance tools, serving as an escalation point for complex or time-sensitive issues. Independently triaging, investigating, and resolving technical issues while documenting findings, actions taken, and outcomes in the ticketing system. Creating and maintaining internal and user-facing documentation to improve support efficiency, consistency, and self-service. Training staff on supported platforms and systems, with a focus on effective and secure use of Microsoft 365 tools. Contributing to project-related work across Microsoft 365 and other cloud environments, including implementation, testing, and process improvements. Supporting staff onboarding, software installation, and endpoint-related tasks, and determining when issues require repair, replacement, or escalation to vendors. Other duties as assigned. Skills/Qualifications: Education/Background 5-10 years of advanced-level, tier 2/3 IT support experience in an M365, Windows, & Mac environment. Associate or bachelor’s degree in computer science, information technology, or related field. Current and verifiable technical certifications such as Microsoft 365 Certified Endpoint Administrator Associate, Administrator Expert, or Security Operations Analyst Associate, CompTia A+, Security+, or similar. Skills Excellent interpersonal and communication skills, with the ability to work effectively with highly functional users and leadership Expert troubleshooting skills, including root cause analysis, research, testing, and resolution of complex technical issues Strong analytical, diagnostic, and problem-solving skills with a high level of attention to detail Demonstrated ability to independently manage a support ticket queue, including timely responses, thorough investigation, documentation, follow-through, and resolution without escalation unless necessary Strong understanding of Microsoft 365 administration and how tenant-level changes impact users, security, and organizational workflows Ability to design and support secure collaboration with external partners using Microsoft 365, including sharing controls, permissions, and best-practice tool selection Expert knowledge of Windows and macOS hardware and operating systems Ability to troubleshoot and support virtual and physical meetings Experience using ticketing systems for issue tracking and documentation Ability to research unfamiliar issues, learn new SaaS platforms, and apply solutions methodically while minimizing risk Ability to assess, investigate, and determine whether messages are spam, phishing, or malicious, using technical indicators, user context, and security best practices. Experience This role requires hands-on experience independently administering a Microsoft 365 tenant, including making production changes that impact users across Exchange, Teams, SharePoint, identity, and device management. Experience designing or improving Microsoft 365 operational practices, such as onboarding/offboarding workflows, permission models, documentation standards, or support processes. Hands-on experience administering Microsoft 365, including user onboarding and offboarding, license assignment, group management, role-based access, and day-to-day administration across Microsoft 365 Admin Center and related portals Experience administering and troubleshooting Exchange Online, including mail flow diagnostics (mail traces, transport rules), shared mailboxes, calendaring issues, permissions, and mail routing concepts Experience with Microsoft Teams, including standard, private, and shared channels; chat v.s. channel use cases; external collaboration; and troubleshooting Teams-related issues Strong SharePoint Online experience, including permissions models, external sharing, site vs OneDrive use cases, storage management, and building and maintaining SharePoint pages and sites Experience working with Entra ID (Azure AD), including identity, access, and group management concepts Expert-level experience supporting end users on Windows 11, macOS (MacBooks), iOS, and Android devices Experience working with MDM platforms such as Intune and JAMF for device management and troubleshooting Experience with remediation of cybersecurity-related issues affecting end users and endpoints Solid understanding of IP networking, wireless communication, and printer configuration and troubleshooting Experience investigating suspected spam and phishing emails, including analyzing message headers, reviewing mail flow, validating sender authenticity, and determining appropriate remediation or user guidance. Other Experience with CrowdStrike Falcon MDR High level of autonomy High level of attention to detail Consistent follow-through and a commitment to high-quality work Ability to learn and administer new SaaS Passion for CATF’s mission COMPENSATION AND LOCATION: This is a full-time, remote position, with location flexible within the United States. CATF offers an excellent benefits package ( details available on our careers page ) and an annual salary range of $85,000 - $105,000, depending on experience. CATF provides equal employment opportunities.