Professional Services Engineer

Position: Professional Services Engineer
Salary: $90,000 - 110,000
Benefits: Competitive Healthcare, Free Vision Insurance, Retirement Plan w/ 4% match, 3 Weeks PTO, Cell Phone Stipend, etc.
Location: Grand Rapids, MI area

We are seeking an experienced Professional Services Engineer to join a growing team. Here are a few reasons you should apply:

• Fun, Team-Oriented Culture: Regular team events and creative outings like baseball games, bowling nights, and even curling at the downtown market. Plus, in-office competitions like ping pong and basketball keep things lively!

• Comprehensive Training & Growth: A structured 90-day onboarding program with hands-on shadowing across teams, and access to dozens of training videos and detailed SOPs to set you up for success.

• Collaborative & Supportive Environment: Work alongside passionate professionals in a culture that values learning, teamwork, and celebrating wins—both big and small.

Job Summary:
Senior technical leader responsible for delivering high‑level expertise across a managed services portfolio. This role combines technical consulting, project leadership, customer onboarding, and mentorship of internal support teams. You will act as an escalation point for complex issues, partner directly with customer executives to develop technology roadmaps, and ensure the successful delivery of infrastructure, cloud, and security solutions. This position requires deep technical proficiency, strong communication skills, and the ability to serve as a trusted advisor to customers.

• Mentor and develop Help Desk and Senior Help Desk Technicians
• Lead customer onboarding and offboarding processes, ensuring high‑quality service delivery
• Provide advanced troubleshooting and serve as an escalation point for the Help Desk team
• Partner directly with customer senior management to build and maintain strategic technology roadmaps aligned to business goals
• Serve as a subject matter expert across IT infrastructure, cloud, networking, security, and Microsoft technologies
• Design, implement, and optimize customer IT environments to meet performance, reliability, scalability, and security standards
• Conduct regular assessments and audits to identify gaps, ensure compliance with best practices, and recommend improvements
• Lead and participate in technology projects, including deployments, upgrades, and migrations, ensuring success across scope, budget, and timelines
• Stay up to date with emerging technologies and industry trends
• Maintain strong relationships with customers and serve as their primary technical point of contact

Preferred Experience of the Professional Services Engineer:

• 8+ years of experience in business IT support and services, including technical leadership or client‑facing roles
• Extensive experience across IT infrastructure - network architecture, cloud, Windows Server, Active Director Microsoft 365, virtualization, VPNs and security

• Proven experience leading IT projects from planning to deployment, with consistent on‑time, on‑budget results
• Strong interpersonal & communication skills
• Ability to mentor and develop technical staff, sharing best practices
• Experience creating and managing technology roadmaps and aligning IT strategy to business objectives
• Strong documentation skills and understanding of industry compliance standards
• Commitment to ongoing learning and staying current with evolving technologies, certifications, and best practices
• Bonus - Experience working for an MSP