Technical Support Engineer - CiraSync On-Premise

About the role CiraSync On-Premise is our self-hosted contact and calendar synchronization platform for Microsoft Exchange environments. It is the most technically demanding product in our portfolio, and today only a small number of agents can support it. We are hiring a dedicated engineer to expand that coverage. You will work directly inside customer environments — on-premises Exchange, Active Directory, Windows Server, and the networking layer around them — diagnosing sync, permission, mail flow, and connectivity issues alongside enterprise IT teams. This is a support role that suits a working IT administrator: most of the day is spent doing the kind of troubleshooting a sysadmin already does, but across many customer environments instead of one. What you will do Own on-premises support tickets end to end, from intake through resolution and follow-up Work with customers over email, phone, Zoom, and Microsoft Teams, including live screen-share troubleshooting sessions Analyze application logs, Windows event logs, Exchange logs, and PowerShell output to isolate root cause Reproduce customer issues in an internal lab environment before escalating Escalate to engineering with clear, structured reproduction steps and evidence Support customer upgrades, server migrations, and environment health checks Write and maintain knowledge base articles so that on-premises expertise is documented rather than held individually Participate in internal knowledge sharing to reduce single-point coverage risk on this product What you’ll bring 3+ years as an IT Administrator or Systems Administrator in a Windows Server environment Hands-on on-premises Exchange Server administration (2013 / 2016 / 2019 / SE): mailbox and public folder management, permissions, mail flow, Exchange Management Shell Hands-on on-premises Active Directory: organizational units, security and distribution groups, delegated permissions, user attributes, Group Policy On-premises networking troubleshooting: DNS, f