LightEdge Solutions

Account Manager

• Reporting to the Sr. Director of Channel, success will be accomplished by establishing professional working relationships and collaborating with the assigned TSD and Technology Advisors, as well as our Professional Services, Marketing, and Support teams. Your mission will be to drive new opportunities and revenue by helping our partners develop a core understanding of Lightedge’s value proposition, and how to position our products to solve the unique business needs of our partners’ customers and prospects.
• Working with partners and channel managers to identify new Technology Advisors and customers who match Lightedge’s strategic product set.
• Ensuring all partner organizations are kept up to date on product evolutions, updates, and features through regular training sessions, events, and cadence meetings.
• Generating pipeline revenue by driving joint go-to-market (GTM) activity with channel partner leadership, channel partner sales executives, and our internal sales organization.
• Developing product and sales competency within our core set of regional & national partners, influencing their GTM and sales strategy in alignment with Lightedge’s vision.
• Creating confidence at an executive level, leading to the creation of downstream sales buy-in and technical practice creation.
• Sharing analytics with executive and technical champions and driving further demand for Lightedge’s solutions through regular cadence sessions.
• Driving the development of technical pre-sales and post-sales practices within identified key partners.
• Establishing and implementing selection processes, criteria, and controls for selection, management, and performance of channel partners, including regular reviews of contractual obligations with partners and compliance with Lightedge’s policies, procedures, and ethical standards.
• Overseeing and participating in regional QBRs (Quarterly Business Reviews) for the sales team.
• Ensure partners meet performance, customer satisfaction, and business goals while maintaining compliance with contractual obligations.

Channel Account Manager

Account Executive

• Own the entire sales process from prospecting to close
• Prospect into mid-market to small enterprise companies to supplement the lead flow provided by the Marketing and Channel teams
• Develop a deep comprehension of customer's business & identify business drivers behind technology initiatives
• Work closely with members of the sales team, multiple technical resources & departmental teams to ensure you are aligned with the prospect’s business drivers
• Ensure high forecasting accuracy and consistency

Strategic Account Executive, New Logo

Engineer

• Support operational management and lifecycle administration of VMware Cloud Foundation (VCF) environments within existing production infrastructure.
• Assist with installation, configuration, and validation of vSphere, vSAN, NSX-T, and associated virtualization infrastructure components.
• Participate in infrastructure upgrades, patching, and lifecycle management activities using SDDC Manager and related VMware tooling.
• Collaborate with implementation and engineering teams during onboarding, expansion, and transition activities for VCF-based environments.
• Troubleshoot virtualization, compute, storage, and networking issues within production environments.
• Collaborate with cloud, networking, security, and storage teams to support integrated infrastructure delivery.
• Participate in incident response, escalation support, and root cause analysis efforts.
• Participate in scheduled customer-facing technical calls, troubleshooting sessions, maintenance activities, and escalation discussions as required.
• Collaborate with customers, vendors, and internal technical teams during operational support activities and infrastructure issue resolution.
• Coordinate with hardware, software, and support vendors by opening and managing support cases and facilitating troubleshooting efforts through resolution.
• Develop and maintain technical documentation, operational procedures, and runbooks.
• Participate in a shared 24x7x365 on-call rotation with other virtualization engineers. Current rotation scheduling is approximately one week of primary on-call coverage every six weeks, subject to team size and operational needs.
• Support scheduled after-hours maintenance activities and infrastructure upgrades as required.
• Contribute to process improvement and operational standardization initiatives.
• Maintain awareness of evolving VMware and VCF platform capabilities and best practices.
• Ability to support secure, compliance-driven enterprise environments.

Virtualization Engineer II

Support Engineer

• Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
• Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
• Install hardware upgrades and parts replacements into existing equipment
• Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
• Perform Network, Operating System, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed customers and internal systems
• Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
• Maintain Data Center facility access for Lightedge employees and customers following the defined processes
• Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
• Escalate to other teams per procedure following and maintaining SLAs
• Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
• Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities
• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services

Support Technician

• Responsible for the initial administration and troubleshooting for inbound customer requests and issues for Lightedge managed services and internal IT infrastructure
• Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
• Install hardware upgrades and parts replacements into existing equipment
• Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
• Perform Network, Operating System, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed customers and internal systems
• Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
• Maintain Data Center facility access for Lightedge employees and customers following the defined processes
• Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
• Escalate to other teams per procedure following and maintaining SLAs
• Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
• Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers.
• Continue as a lifelong learner through multiple training opportunities

• Understand client business and technical requirements, developing technical designs based on best practices.
• Implement solutions, creating documentation, and communicating effectively with both internal teams and clients.
• Design, implement, administer, and support various aspects of the IBMi platform.
• Maintain and deploy IBMi operating system upgrades, cumulative PTF packages, group PTFs, and individual fixes.
• Design, administer, and troubleshoot IBMi backup and recovery solutions (BRMS) at an expert level.
• Support replication and high availability software such as MIMIX, iTERA, PowerHA, or similar solutions.
• Perform system tuning, performance analysis, and capacity planning for IBMi systems and logical partitions.
• Provide Tier 3 support for escalating customer, operations, and application issues.
• Participate in 24/7 on-call support rotation as required.

Senior Midrange IBM Engineer

Solutions Engineer

• Design and architect IBM Power Systems and IBM i solutions for enterprise and mid-market customers
• Lead infrastructure modernization, migration, backup/recovery, and disaster recovery initiatives
• Develop hybrid infrastructure solutions integrating colocation, managed services, cloud, and on-prem platforms
• Serve as the technical lead during customer discovery sessions, solution presentations, and architectural reviews
• Collaborate with Sales teams to align technical strategy with customer business requirements
• Create solution documentation, diagrams, scopes, and technical recommendations
• Work cross-functionally with Engineering, Product, and Delivery teams to ensure solution feasibility and operational alignment
• Provide technical mentorship and contribute to architectural standards and best practices

Solution Architect

Customer Success Manager

• LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.
• If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.
• The Sr. Client Experience Manager will serve as an advocate for LightEdge clients to oversee the strategy, planning, and execution of the overall client experience. Each (Sr. CEM) will work closely with the direct sales team and their client base to build strategic plans, maintain client retention rate, and identify growth opportunities. The Sr. CEM will need a thorough understanding of LightEdge processes and client services.
• Ideal candidates will have excellent strategic thinking and foresight, preparation, interpersonal, technological, written, and verbal communication skills, a service-oriented attitude, and be ready to assist in any and all client needs. Each Sr. CEM will be responsible for maintaining and strengthening relationships with a large group of assigned client accounts and will focus on providing an overall great customer service experience. Our most successful team members are highly organized, individually driven, and an all-around team player.

Senior Client Experience Manager

Project Manager

• Ensure all tasks are delivered on-time for all service delivery projects
• Effectively manage and respond to changing scope and schedule
• Management of resource availability and task assignments in coordination with customers, partners, and Lightedge Customers
• Initial project discovery
• Administrative tasks for new customer account setup
• Collaborate with Sales Engineering to define scope and objectives
• Develop project plans as needed on strategic accounts and initiatives
• Project reporting and documentation through weekly status meetings
• Coordination of multi-person teams across different organizational groups
• Review of project plan and deliverables through internal coordination meetings
• Lead client facing meetings
• Resolution and / or escalation of issues in a timely manner
• Ensure project documents are complete, current and stored appropriately
• Communicate difficult and / or sensitive information with tact
• Effective communication with clients to set and manage expectations
• Actively develop and update processes and identify inefficiencies through continuous group and self-led improvement initiatives
• Accurate and timely coordination with accounting to control billing and term start dates
• Act on challenges and make business decisions on behalf of Lightedge Service Delivery
• Minimum 40 hours per week required
• Other duties as assigned

Service Delivery Project Manager

• Own support tickets from intake to resolution, adhering to defined SLAs and escalation guidelines while ensuring clear communication and follow-through with customers
• Troubleshoot backup job failures, configuration issues, and restore requests with a methodical and detail-oriented approach
• Provide frontline support for Veeam, Commvault, AWS Backup, Azure Backup, and related data protection platforms
• Actively monitor system alerts and backup job statuses, responding quickly and effectively under pressure
• Follow established escalation paths to Platform Owners or SMEs, ensuring smooth collaboration and handoffs
• Document all technical steps, findings, and resolutions thoroughly in the internal ticketing system
• Collaborate with internal teams to improve platform performance and overall customer experience
• Contribute to the team knowledge base by identifying repeat issues and gaps in documentation

Tier 2 Backup and Disaster Recovery Engineer

Operations

• Serve as the initial point of contact for clients experiencing technical issues and their requests
• Engage with customers on the phone and through our ticketing system to identify incident category and route escalations to the appropriate technical resource or team
• Proactively monitor, report, and triage alerts for customers and internal environments across multiple platforms
• Proactively monitoring a wide variety of customers’ systems, including Backup jobs, Window Server, Linux, AWS (Amazon Web Services), VMware, IBM Power, and Networking devices (Fortinet) and executing defined processes for each
• Ensure related customer cases are associated properly with major incidents
• Accurately and professionally document all communication with customers
• Follow proper escalation procedures to platform engineers during an
• Perform other duties as assigned

Channel Account Manager

Strategic Account Executive, New Logo

Virtualization Engineer II

Support Technician

Support Technician

Support Technician

Senior Midrange IBM Engineer

Solution Architect

Senior Client Experience Manager

Service Delivery Project Manager

Tier 2 Backup and Disaster Recovery Engineer

Triage Technician – Night Shift