Join the LLR family of private equity-backed growth companies.

Dizzion’s Desktop-as-a-Service (DaaS) solutions (Flex, Managed, and Complete) enable customers to deliver virtualized applications and desktops to users from public and private clouds. All that users need is a networked device with a browser. With Dizzion, customers can deliver any desktop application (from office productivity to high-end CAD and engineering applications) accessible to anyone, anywhere in the world. Data and files for these applications are securely stored in the cloud or within the customer’s on-premises network. Our customers range from startups and high schools/universities to governments, businesses, and enterprises.

Dizzion is seeking well-rounded, customer-facing Platform Support Engineers. You will support our cloud solutions and provide an enriched and successful product experience. You will need to be the champion for Dizzion, by providing an over-the-top support experience to our customers by leveraging our cloud solutions.

What is the primary need, technical challenge, and/or problem you will be responsible for?

A Platform Support Engineer is a highly skilled, mid-level role with advanced technical skills and product knowledge to diagnose, troubleshoot, and resolve customer, cloud infrastructure or other technical issues.

The Platform Support Engineer accepts escalations from team members and routes to other levels or teams as appropriate. Individuals in this role are problem solvers and ticket closers.

Team members mentor other team members, assist with documentation tasks such as Knowledgebase or runbook improvements, and continually strive to improve the support process.

Team members are also expected to participate in a rotating on-call schedule to support off-peak hours and days as a technical backup for escalations and emergency work.

Daily Responsibilities

• Watches ticket queue for new and escalated issues, works technical problems toward resolution, and frequently provides relevant customer updates. Knows when to escalate or close issues as required.
• Responds quickly to new issues and prioritizes urgent issues.
• Completes assigned maintenance and proactive customer-facing tasks.
• Troubleshoot, debug and diagnose customer issues.
• Improve the serviceability of the product by testing new features.
• Analyze our existing customer base to avoid and minimize risks.
• Define and drive changes to our product with our development engineering team based on customer feedback and implementations.
• Helps performance tune server and desktop workloads to meet customer application demand.
• Works closely with technical leadership and customer success managers to provide recommendations, write clear methods of procedures, submit change requests, and plan scheduled work.
• Optional: Develop automation workflows and code/playbook for troubleshooting, repair, upgrades, software installations, etc.

Customer Skills

• Responds to customer tickets in a timely and professional manner.
• Acts as a champion for the customer.
• Excellent verbal and written communication skills (English language), problem-solving skills, customer service, and interpersonal skills.
• The passion and ability to learn new things while never being satisfied with the status quo.
• Willingness to work in a fast-growing company with huge potential.

Product and Resource Knowledge

• Proficient with Monitoring panel views, configuration, and agents.
• Proficient with ticketing system workflow and ticket management, such as Zendesk.
• Advanced working knowledge of Microsoft Windows Server and Desktop operating systems, Active Directory/LDAP, SMB file servers, Networking (physical & SDN), virtualization, Cloud IaaS, Windows Desktop (10/11).
• Experience with AWS, Azure, or GCP cloud solutions.
• Advanced knowledge of Virtualization, Virtual Desktop Infrastructure, and related tools.

Education and Technical Skills

• One or more of the following industry-recognized certifications:

o CompTIA A+

o CompTIA Network +

o CompTIA Server + (or) Cloud +

o VMware VCP or higher

o Microsoft MTA in Windows or higher

o CompTIA Linux+ or Red Hat RHCSA

o Azure, AWS, or GCP Cloud

• Mid-career level with intermediate to advanced applied knowledge of:

o Infrastructure [servers, firewalls, routers, load balancers]

o Storage systems [SAN, NAS, vSAN]

o Operating system [windows desktop & server]

o Services [DNS, AD/LDAP, backup, RMM, patching, Antivirus]

o VDI Technologies [VMware, Citrix, MSFT, Others]

o SSL Certificates

o AWS, Azure or GCP IaaS

o Nutanix AHV

• The following skills are not required but highly desirable:

o Knowledge of security hardening and compliance

o SSO and 2-Factor / MFA Authentication such as SAML, DUO or TrueSSO

o Ubuntu, SLES, RHEL, or other commercial Linux operating systems

o DevOps/Agile practices such as Scrum and Kanban

o DevOps/Agile tools, such as Atlassian Jira or Asana, Git/GitHub, CI/CD, Jenkins, etc

o Automation using Ansible, Chef, Bolt, Puppet, or similar

o PowerShell scripting

o Ability to program in Ruby, Python, or similar languages

We welcome people from various backgrounds and diverse industry experiences. It is not only your technical prowess but also your ability to work well with others, act as a self-starter, and have tenacity that matters to us.

About the Team you will join

We are a company of pioneers and visionaries – passionate about transforming how we work into something more accessible, secure, sustainable, and enjoyable. It’s ingrained in our company DNA and culture. This is why we will continue to lead, not follow.

We stay connected through weekly team meetings and daily Slack chats. We are highly collaborative, always looking for ways to improve and learn. We strive to delight our customers in all we do.

What we offer

· Comprehensive medical (including telehealth), dental and vision plans

· Employee assistance program

· Employer paid basic life insurance and AD&D

· 401(k) retirement plan

· Self-managed paid time off, work hard and take time when you need it

· Generous holiday schedule

· Voluntary short and long-term disability

· Awesome coworkers!

Salary $95,000 – 110,000 annually (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, and alignment of market data.)

Company Overview

Dizzion, Inc. is a leading provider of high-performance managed Desktop as a Service (DaaS) to the
global remote workforce. Founded in 2011, Dizzion’s proven end-user cloud platform enables maximum work from home success while protecting business process outsourcers (BPO), enterprise contact centers, healthcare, financial services, and insurance companies with real HIPAA, PCI-DSS and SOC 2 Type II compliance. Customers further digital transformation with AnyCloud global delivery, seamless hybrid IT integration, and COSMOS orchestration and analytics. Visit dizzion.com for more information.

Dizzion | Different By Design.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, creed, color, national origin, age, religion, disability, sex, gender identity, sexual orientation, status as a veteran, and basis of disability or any other federal, state, or local protected class. This position is full-time FLSA exempt.