FusionTek

Full-stack Engineer

• FusionTek is a Managed Security Service Provider (MSSP) with offices in multiple US locations and team members globally since 2007.
• We are also rapidly growing and are looking for top-tier candidates who share our four core values: we are team players, collectively working towards a common goal; we work each day with a growth mindset focused on the success of our coworkers, clients, and the company; we do the right thing with an honest and transparent approach that always puts our clients first; we take ownership of our work, always seeing it through to completion; we execute quickly and precisely, both internally and externally.
• If this opportunity excites you, we invite you to continue reading! Join our team as an Incident Response Technical Lead. We’re seeking a proactive problem-solver with a client-focused attitude who thrives on tackling technical challenges.
• As an Incident Response Tech Lead, you will provide excellence in high-touch technical management for incident response projects. This includes frequent technical and non-technical written, verbal and video call (Zoom / Teams) updates with all stakeholders on a project, both within FusionTek and externally. Throughout the day you’ll be translating technology to clients who aren’t always technical, so communication skills are paramount in this role. A broad technical foundation is also required, as you will make decisions on the client’s recovery strategy and will serve as escalation point and subject matter expert to FusionTek team members and the client.
• We are currently staffing the following shifts: 8:00 AM – 5:00 PM, Sunday to Thursday or Tuesday to Saturday - South Africa Standard Time (SAST)
• 2:00 PM – Midnight (Friday to Monday) - South Africa Standard Time (SAST)
• Here’s what you’ll be doing:
• You’ll primarily be focused on technical management of incident response recovery efforts from start to finish. This can include initial project mobilization, assignment and management of technical workstreams, and frequent client and vendor communication. There are daily (sometimes more frequently) updated calls and associated reporting.
• Incident response projects can often begin over a weekend or outside of traditional business hours, and weekends are crucial recovery opportunities to lessen the impact the client feels as their businesses are often completely down.
• You’ll work through our ticketing system to document, track, and escalate project tasks and tickets, and you’ll also work on our documentation platform to keep everything up to date along the way.
• You'll serve as an escalation point on technical questions from other engineers and the client.
• You’ll be working with a team of intelligent people to deliver world-class service to our clients

Incident Response Tech Lead

Account Manager

• FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.
• We’re also rapidly growing and are looking for top-tier candidates who share our four core values:
• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.
• If this opportunity excites you, we invite you to continue reading! We are looking for a Client Relationship Manager to join our team. As a CRM, you will be responsible for the overall client experience of the accounts assigned to you. You will be accountable for understanding, managing, and overseeing all technical configurations within the client's organization. You will also serve as the client champion with key knowledge about our customer's people, processes, and technology. Additionally, you will be the primary escalation point for all matters related to service delivery and client communications.
• In this role, you will partner with all members of the sales and leadership team to create a growth strategy and identify ways to grow FusionTek's business within our accounts. Your activities and contributions will have a direct impact on FusionTek, our CRM team, and our clients.
• This position is expected to be 95% remote with travel to key clients, meetings, interviews and events expected periodically. The CRM should have a distraction-free environment with which to conduct work for FusionTek and high-speed internet access. THIS OPPORTUNITY IS AVAILABLE EXCLUSIVELY FOR THE GREATER SEATTLE AREA.
• Roles Missions and Vision: Working to ensure that each client is a promoter of FusionTek and its services; Generating customer loyalty by ensuring that clients renew all services with FusionTek; Driving growth within customer accounts by helping clients expand their services with FusionTek; Ensuring that clients do not have gaps in documentation, configuration, or persistent issues; Reducing MRR at risk from unhealthy or at-risk clients.
• Expected Results- Measurements: Loyalty Retention of FusionTek Services – 95% YOY retention of MRR; Ensure team members complete 95% of the targeted monthly sales activities; Clients are referenceable clients (50% of more clients agree to be references); Reduction of Revenue Churn (<10% Of MRR); Entitlements – All devices and users are associated service entitlements; Team Cohesion - Align management and reporting with EOS processes; Provide support to all FusionTek teams regarding interactions with the sales team.
• Measurements of Accountability (Expectations) A Typical Week as a CRM: Attend the weekly L10 Meeting; Review unhealthy or at-risk clients; Review case trends and identify and create problems cases; Update Account information and documentation; Review open projects (if any) and follow-up with PM on current status; Onsite or virtual visits with clients as required; Identify areas for problem resolution with assigned clients; Educating and keeping clients and internal FusionTek teams updated on client feedback/discussions.