LayerCake Technologies

Role Description The Senior Client Support Analyst is the highest-level individual contributor within the pod and serves as the in-team escalation point for Analysts I through III. The Senior carries a ticket load — specifically the most complex tickets in the pod’s queue — but must reserve capacity to accept escalations from the working group when issues exceed their capability. When an escalation arrives, the Senior prioritizes it over personal queue work. This is the ceiling of the Client Support IC ladder. From here, career progression moves in one of three directions: - Into the centralized Escalation Support team for those who want to pursue the deepest technical challenges. - Into a Supervisor or management track for those drawn to leadership. - Into Infrastructure or Security Operations for those seeking specialization. The Senior is also the quality gate for escalations leaving the pod. When an issue has genuinely exceeded the pod’s collective capability, the Senior makes the determination to engage the Escalation Support team and ensures every escalation that leaves the pod is complete, contextual, and actionable. The Senior’s impact is measured not only by the tickets they resolve but by the capability they build in the people around them. Operational Mission: Handle the hardest work in the pod. Raise the floor around you so the team needs you less, not more. Key Responsibilities - CULTURE & VALUES: Uphold LayerCake’s core values in every interaction with clients and teammates. - TICKET RESOLUTION & IN-TEAM ESCALATION: - Carry a ticket load of the most complex tickets in the pod’s queue while maintaining availability to accept in-team escalations from Analysts I through III. - Accept and resolve escalated issues from the working group (Analysts I–III) that exceed their capability. When an escalation arrives, prioritize it over personal queue work. - Resolve the most complex non-Escalation-Support issues in the pod, including advanced server administration, complex networking issues, cloud platform troubleshooting, multi-system diagnostic work, and security incident triage. - Perform thorough root cause analysis on complex and recurring issues. Document findings and drive toward permanent resolution, not repeated band-aids. - Maintain deep familiarity with client environments across the pod’s portfolio, including infrastructure configurations, known issues, change history, and client-specific nuances. - Support complex user onboarding scenarios that exceed Analysts I-III capability, particularly for users with non-standard access requirements, executive-level configurations, or complex multi-system provisioning. - Make the judgment call on when an issue should escalate to the Escalation Support team. Ensure every escalation that leaves the pod is complete, contextual, and actionable. - MENTORSHIP & CAPABILITY BUILDING: - Actively mentor Analysts at all levels within the pod. This is not optional — it is a core function of the role. - Conduct ticket reviews, provide real-time coaching during complex troubleshooting, and lead knowledge-sharing sessions within the team. - Author and maintain advanced technical documentation in the knowledge base, including complex resolution paths, environmental configurations, and diagnostic procedures. - Identify skill gaps within the pod and work with the Supervisor or CSM to develop targeted training or cross-training plans. - CLIENT COMMUNICATION: - Serve as a trusted technical contact for clients on the most complex issues. Confidence, clarity, and follow-through are essential. - Participate in client operational reviews or meetings as directed by the CSM. - OPERATIONAL DISCIPLINE: - Maintain accurate time entries on every ticket. - Follow ticket handling standards and serve as the documentation quality standard-bearer for the pod. - Identify operational inefficiencies, recurring issue patterns, and process improvement opportunities. Bring data-supported recommendations to the Supervisor or CSM. - Participate in the on-call rotation as scheduled, serving as an escalation resource for the After-Hours support team and on-call Analysts I-III during assigned on-call windows. Benefits - 9 paid holidays; 6 mandated holidays, 3 floating holidays - 401K Retirement with matching contributions - Excellent medical, vision, and dental insurance - Life insurance and disability insurance - Unlimited weeks PTO - Eligible for PTO, 401k, benefits, you are a full-time employee Company Description LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.

Role Description LayerCake is seeking a Support Engineer II to provide intermediate technical support for our clients. This role involves handling support primarily by phone and ticketing system, with onsite assignments as needed. You will follow documented procedures, monitor incoming requests, and ensure service levels are met for both tickets and phone calls. Responsibilities: - Document all activities, projects, and tickets daily in the ticketing system. - Handoff and document in-progress tickets before the end of each shift. - Monitor ticket gateway and designated queues. - Escalate issues according to IT Glue documentation. - Resolve escalations from Level I team as assigned. - Create or update IT Glue articles with new customer findings. - Assist with ISP and vendor calls for downed services. - Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction). - Travel up to 25–50% when assigned. Expectations: - Maintain established SLA requirements for calls and tickets. - Maintain customer satisfaction (CSAT) scores as defined by manager. - Submit weekly timesheets by end of shift Friday. - Work and document established billable hours each week. - Be available for on-call weeks and during company-wide outage responses. - Meet annual goals and objectives set in HRIS with quarterly reviews. Technical Proficiencies: - Ticketing software: Incident management and time tracking. - Remote support: Running scripts and pushing approved actions. - Active Directory: Strong knowledge of domain controllers, group policy, and security groups. - Virtualization: Strong knowledge of VMware/Hyper-V for incident and operational support. - Microsoft Windows/Servers: Strong knowledge in patching, maintenance, differentiating physical/virtual servers, and adding drivers to print servers. - Networking: Strong troubleshooting skills (DHCP, DNS), identifying VLAN and ISP circuit issues. - Strong knowledge of AzureAD and Microsoft 365. - Microsoft Servers and network equipment: Installation, troubleshooting, and training. - Proficiency with central repository for project documentation. - Strong understanding of technical infrastructure (servers, networks, applications) for client assignments. - Software as assigned. Physical Requirements: - Ability to handle equipment, talk, hear, read, write, and interpret documents. - Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations). Benefits - 9 paid holidays; 6 mandated holidays, 3 floating holidays - 401K Retirement with matching contributions - Excellent medical, vision, and dental insurance - Life insurance and disability insurance - Unlimited weeks PTO - Eligible for PTO, 401k, benefits, you are a full-time employee Company Description LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we’ve helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It’s a personalized approach that delivers long-term value and measurable outcomes. We’ve always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we’ve built a strong, connected culture where people support each other, stay accountable, and thrive together.