Tier 2–3 MSP Engineer (Embedded)

Role Overview

You'll work as an embedded engineer within an MSP's operations, functioning as an extension of their internal delivery team. Your work happens inside the MSP's PSA, RMM, and documentation platforms. You'll follow their escalation paths, adhere to their SLAs, and align with their technical standards.

This is not a consulting role. You're not advising from the outside. You're executing operational work inside the MSP's existing structure.

Responsibilities

• Handle Tier 2–3 support tickets in accordance with MSP workflows, SLAs, and escalation procedures

• Execute proactive maintenance tasks, updates, patching, and monitoring response

• Document all work clearly and completely within the MSP's systems

• Communicate with internal MSP teams and end clients professionally and concisely

• Escalate intelligently to senior engineers or MSP leadership when necessary

• Participate in operational reviews, technical handoffs, and knowledge-sharing sessions

Requirements & Experience

• Minimum 3 years of MSP experience in a Tier 2 or Tier 3 role

• Strong working knowledge of Microsoft 365, Azure, Active Directory, networking, and endpoint management

• Comfortable with RMM and PSA platforms (e.g., ConnectWise, Autotask, Datto, NinjaOne)

• Experience with ticketing workflows, SLA management, and operational escalation procedures

• Strong documentation skills and ability to write clear, structured notes

• Self-directed, comfortable working independently within established frameworks

Certifications (Microsoft, CompTIA, etc.) are a plus but not required. Real-world MSP experience carries more weight.

How This Role Fits Into MSP Operations

You'll be assigned to work with a specific MSP or set of MSPs on an ongoing basis. The MSP's operations manager or technical lead assigns you work through their standard processes. You're treated as part of their team, not as an outsourced contractor working from the sidelines.

ElastiQ provides operational oversight, technical support, and escalation resources. The MSP provides the workflow, the client relationships, and the delivery standards. Your job is to execute reliably within that structure.

This setup works best for engineers who prefer clear frameworks, operational consistency, and variety across client environments without the burden of sales, client management, or internal MSP politics.