Senior Systems Engineer (L3 - Network-Focused) - Remote

Overview

The Senior Systems Engineer (L3) at GXA is a highly experienced, hands-on escalation engineer responsible for resolving complex technical issues across a broad MSP environment. While this role brings deep expertise in networking, firewalls, and infrastructure, it is not limited to networking work. Instead, this engineer serves as the primary escalation point for the most challenging service issues and plays a critical role in strengthening overall service delivery.

In Short

• Act as a senior escalation engineer responsible for resolving complex service issues across client environments.
• Own issues through to resolution, reducing ticket reassignment and repeated escalations.
• Provide deep technical support across core MSP platforms and infrastructure.
• Serve as the primary escalation point for advanced networking and firewall issues.
• Diagnose and resolve advanced issues across common MSP platforms.
• Design, configure, and troubleshoot infrastructure spanning on-prem, cloud, and hybrid environments.
• Resolve complex tickets directly, improving customer experience.
• Produce documentation that raises troubleshooting capability of L1/L2 engineers.
• Partner with leadership to improve standards and service velocity.
• Drive permanent fixes for systemic issues.

Requirements

• Senior-level MSP support experience.
• Proven experience as an L3 or senior escalation engineer.
• Strong, hands-on experience with core MSP platforms.
• Demonstrated ability to own tickets end-to-end.
• Solid practical networking experience.
• Strong documentation and communication skills.

Benefits

• Immediate impact on ticket resolution speed.
• Opportunity to stabilize and strengthen technical core.
• Engagement in process improvement initiatives.
• Ability to mentor and upskill junior engineers.
• Work in a rapidly improving service environment.