Technical Support & Implementation Specialist
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Posted on:
2 days ago
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1 Vacancy
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Job Summary
Augmentt helps Managed Service Providers (MSPs) secure and manage their clients Microsoft 365 environments. Were looking for someone who knows M365 security cold enjoys teaching it and wants to use AI to go faster and reach further than the job has ever allowed before.
This is a senior hands-on role. Youll resolve the hardest technical problems lead partners through deployments and become the person MSPs turn to for Microsoft 365 security advice including on camera in webinars and in the knowledge we publish. If youve been the most technical person in the room and want a place that will put that expertise in front of a real audience read on.
The hours up front
This role works noon to 8:00 PM EST which gives our partners in Australia and APAC live senior coverage during their business day. Depending on where you are that may line up neatly with standard hours its a 9:00 to 5:00 day on the West Coast for example. Were telling you up front so there are no surprises.
Why this role is different
Were building Augmentt as an AI-forward company and we mean it as more than a line on a careers page. We expect the people here to use AI every day to resolve tickets faster draft and test deployment scripts query our systems and turn whats in their head into knowledge base articles guides and product improvements. The people who lean into AI here are the ones who grow the fastest because they spend less time on the repetitive parts of support and more on the high-value work: advising partners shaping the product and building their profile in the MSP community.
In return you get the tools the runway and the encouragement to figure out how AI changes this job and to help us figure it out for everyone else too.
What youll own
- Resolving Augmentts most complex technical issues end to end partnering with Engineering when a problem needs to go deeper.
- Leading partner onboarding and deployments not just does it work but are they set up the right way using M365 security best practices.
- Being the trusted security advisor MSPs come to: helping them secure their SMB clients with sensible defensible recommendations (least privilege MFA Zero Trust Conditional Access and the rest).
- Sharing what you know in public webinars recorded walkthroughs live partner sessions and knowledge base content. We want a troubleshooter and a teacher.
- Raising the whole teams game: feeding fixes and patterns back into the KB and coaching L1/L2 so issues get solved once and stay solved.
What success looks like
So were aligned on outcomes not just activity:
- In 90 days: youre independently resolving L3 escalations running partner deployments and have published your first KB articles.
- In 6 months: partners are asking for you by name for security guidance and youve delivered or co-hosted a webinar or partner session.
- In a year: youre a recognized M365 security voice for our partner base youve measurably sped up your own resolution times with AI and your knowledge is built into the product and the KB not locked in your head.
The day to day
- Provide advanced technical support over chat email video and phone during AU/APAC-friendly hours.
- Diagnose root cause from logs system data and queries you dont stop at the symptom.
- Work with our integrated partners and tools: log Microsoft support cases and navigate Partner Center / GDAP.
- Guide partners through rollout and configuration with best-practice recommendations along the way.
- Create and improve knowledge base content internal runbooks and process improvements increasingly with AI in the loop.
- Present and teach: webinars partner enablement sessions and short video walkthroughs.
You are
- A genuine M365 security expert someone who could walk into any SMB today and give sound practical security recommendations.
- An analytical troubleshooter who gets a kick out of hard problems. Scripts and manuals are a starting point not the job.
- Comfortable on camera and in front of an audience. You like sharing knowledge and you dont freeze when the webcam light comes on.
- Curious about AI and eager to use it to do more better faster not threatened by it.
- A clear communicator who can explain a complex fix to a partner without making them feel small.
- Self-motivated and reliable in a remote environment.
What youll need
Must have
- Strong current Microsoft 365 security and administration experience enough to advise others not just operate.
- Hands-on understanding of security best practices (least privilege MFA Zero Trust Conditional Access Intune Defender SharePoint Purview) and the judgment to apply them to real SMB use cases.
- Comfort running M365 Graph queries and M365 PowerShell for investigation and troubleshooting (modules scripting patterns common gotchas).
- Solid cloud fundamentals including working with APIs.
- Web app troubleshooting using browser developer tools.
- Confidence presenting and teaching to partners on webinars or both.
Nice to have
- Experience supporting MSPs and working with multi-tenant platforms (you can pick up Augmentt quickly the M365 depth is what matters most).
- SQL / Elasticsearch / Kibana for querying application data while troubleshooting.
- Microsoft Partner Center and GDAP relationship experience.
- Familiarity with compliance frameworks: SOC 2 GDPR NIST CSF 2.0 and CIS for M365.
How we work with AI
You wont be asked to use AI in the abstract. Youll have real tools and the freedom to apply them to your actual work summarizing tickets drafting scripts researching Microsoft changes and generating first drafts of documentation. Were early enough that the people who join now help define how AI is used across support and implementation. Thats a career opportunity not a side project.
What we offer
- Compensation: $75000$100000 CAD plus benefits.
- Comprehensive health dental and medical benefits.
- Fully remote within Canada.
- Real growth: leaning into AI and teaching others is how you move up here not a nice-to-have.
- A small capable team of technologists who like solving problems and helping MSPs win.
About Augmentt
Founded in 2020 and based in Ottawa Augmentt gives MSPs a smarter way to manage the complexity created by the explosion of SaaS. Our platform makes Microsoft 365 and SaaS management easier and more profitable and gives our partners the framework to become world-class MSPs. Learn more at .
How to apply
Send us your resume and then do what the best people in this role already do: show us something. A short video explaining a tricky M365 security concept a recorded walkthrough an article youve written a webinar clip anything that proves you can teach and youre not camera shy. A standard cover letter is fine. Being different is better.
Required Experience:
IC
About Company
Augmentt's multi-tenant platform gives MSPs visibility into SaaS apps and M365 environments so you can easily audit, protect and detect security threats for all end users.
