Abacus Group

Support Engineer

• Provide Level 2 and Level 3 technical support for enterprise software applications
• Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms
• Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds
• Manage incidents and service requests according to established Service Level Agreements (SLAs)
• Escalate complex software defects to Engineering with detailed technical analysis and documentation
• Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues
• Monitor application health and proactively identify recurring issues or trends
• Document troubleshooting procedures, knowledge base articles, and standard operating procedures
• Support software deployments, upgrades, patches, and release validation activities
• Assist customers with application configuration, user access, integrations, and system functionality
• Participate in on-call support rotation as required
• Contribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction

Support Engineer – Software

Network Engineer

• Manage performance and availability of Abacus datacentre networks across the US and UK
• Participate in network improvement projects
• Maintain high availability and performance for datacentre services
• Act as an escalation point for support incidents affecting multiple clients
• Serve as technical lead for internal and client projects, including client network builds
• Diagnose and resolve complex issues and proactively identify improvement opportunities
• Support and maintain network backbone infrastructure across multiple datacenters and geographic regions using OSPF, BGP, DIA, PTP, VPN, multi-gig connectivity, and cross-connects
• Lead medium-sized client engagements involving equipment deployment, network design, or refresh tasks
• Provide escalation support for client offices, Abacus datacenters, Azure and AWS public cloud networks, and remote access systems such as VPN and Citrix
• Support and maintain NGFW firewall configurations and troubleshoot datacenter and client environments
• Work directly with high-profile clients to deliver suitable solutions and resolve problems effectively
• Collaborate with internal Abacus teams to provide solutions and escalation support
• Create and maintain documentation for Abacus and client infrastructure, processes, and procedures
• Monitor technology trends and recommend solutions to improve performance, security, and efficiency
• Provide guidance and mentoring to team members

Senior Network Engineer

Engineer

• Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators
• Take ownership of escalated issues through full resolution
• Manage and support a multi-tenant hosted platform within a team-based environment
• Manage VMware virtualized environments
• Support physical data center infrastructure and associated resources
• Work with clients and third parties to resolve escalated issues
• Provide out-of-hours escalation support on a rotating schedule, approximately every 2–3 months
• Maintain effective working relationships with Tier 1 and Tier 2 teams
• Provide regular status updates on outstanding tickets and active project work in ServiceNow
• Work Monday through Friday during the stated 9:00 AM and 6:00 PM EST schedule
• Provide flexibility during colleague PTO periods
• Occasionally perform scheduled maintenance or project work during evenings and weekends

Engineer, Enterprise Service Desk

Security Engineer

• Collaborate with Cybersecurity, Engineering, and Service teams to address escalated issues
• Respond to escalated issues in a timely fashion
• Respond to and action alerts from SOC escalations and security tooling
• Maintain the health and security of the platform
• Lead incident coordination between internal and external entities in alignment with regulatory requirements
• Communicate effectively with management, peers, and clients
• Maintain awareness of security and control issues in emerging technologies
• Scope, implement, and support new security projects and initiatives
• Own and follow up on pending issues through resolution
• Mentor junior team members

Cybersecurity Engineer

Data Engineer

• Develop and maintain ETL pipelines using Python and SQL Server for data ingestion, transformation, and integration from structured files and RESTful APIs
• Write, test, and debug Python code for data processing, automation, and basic integrations
• Create and maintain T-SQL queries, views, and stored procedures for business logic and reporting
• Assist in building and operating workflows using Azure Data Factory, Azure SQL, and Azure Blob Storage
• Monitor data pipelines and troubleshoot data quality issues, pipeline failures, and performance problems
• Follow data quality, security, and compliance procedures in regulated environments such as healthcare and financial services
• Collaborate with data analysts, software engineers, and DevOps teams
• Participate in code reviews and implement feedback
• Create and maintain documentation for data pipelines, logic, and operational processes

Security Analyst

• Work with a broad number of clients and platforms
• Triage alert escalations and handle incidents when necessary
• Interact with Security, Engineering, and Service teams
• Respond to escalated issues from tier 1 analysts in a timely fashion
• Respond to and action escalations from the MDR provider
• Work with the engineering team and clients to improve detection and response capabilities
• Maintain the health and security of the platform
• Communicate effectively with management, peers, and clients
• Maintain awareness of security and control issues in emerging technologies
• Scope, implement, and support new security projects and initiatives
• Own and follow up on pending issues through resolution

Analyst, Cybersecurity

• Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients
• Respond to calls, emails, and messages from technical points of contact at assigned clients
• Collaborate with SME engineering teams to uphold operational and architectural standards
• Promote documentation, knowledge sharing, and service continuity
• Own complex or business-critical incidents through permanent resolution
• Lead incident bridges and coordinate internal and external stakeholders during major outages
• Liaise with assigned clients' CXM on ongoing issues, trends, and technical roadmaps
• Provide status communication and expectation management throughout incident lifecycles
• Perform root cause analysis and implement preventative remediation
• Maintain updates for active incidents and projects in ServiceNow
• Identify systemic risks and drive proactive remediation across client environments
• Translate business requirements into technical recommendations and improvement roadmaps
• Build trusted relationships with client stakeholders and advocate for client outcomes
• Participate in a rotating out-of-hours escalation schedule
• Work shifts between 7:00am and 6:00pm, including coverage during team absences
• Occasionally perform planned maintenance and project work during evenings and weekends

Escalation Engineer, Enterprise Service Desk

Analyst

• Deliver excellent customer experiences in all interactions
• Resolve new and escalated service tickets, including aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight
• Mentor and coach team members as an escalation point
• Design, implement, install, configure and support desktop computers, mobile devices, peripherals, telephony systems, servers, storage, networking and software
• Work with vendors to resolve software and hardware issues
• Install and upgrade Microsoft Windows Server operating systems
• Perform advanced virus, malware and ransomware mediation
• Manage server-room cabling and maintain detailed documentation
• Resolve backup issues and perform restore testing
• Support complex highly available virtual environments in VMware ESXi and Hyper-V
• Harden client security posture using policies and advanced technologies
• Communicate incident progress, changes and outages to clients
• Provide on-site technical and customer-service support, including emergency repairs, scheduled maintenance, troubleshooting and network-closet cleanup
• Maintain inventories, activity reports, time and travel records, and client logs
• Lead standard projects such as migrations, virtual-server configurations, server/firewall installations, office moves and VPN tunnel configurations
• Participate in project planning, solution delivery, mentoring and process improvement
• Comply with Abacus processes, policies, service standards and safety requirements
• Perform other assigned duties

Senior Analyst, Enterprise Service Desk

Full-stack Engineer

• Serve as the primary operational technology partner for assigned clients and align infrastructure, cloud, cybersecurity, and emerging technologies to business objectives
• Act as the primary technical liaison between client stakeholders and Abacus delivery teams
• Perform targeted hands-on technical work and coordinate larger engineering efforts
• Help clients operationalize technology initiatives in regulated environments
• Provide technical guidance and coordinate complex support matters and escalations
• Guide modernization initiatives involving cloud platforms, cybersecurity, identity and access management, infrastructure lifecycle management, automation, collaboration platforms, and operational tooling
• Support evaluation, preparation, and operationalization of AI-enabled solutions
• Identify opportunities to improve operational maturity, resiliency, scalability, governance, automation, and technology effectiveness
• Oversee service activity, recurring concerns, escalations, and technical debt while driving continuous improvement
• Maintain regular engagement with client technical and operational stakeholders through meetings, communication, service reviews, and technology planning
• Execute standardized VTM service offerings and technical deliverables across the broader client base

Senior Engineer, Virtual Technology Management

Cloud Engineer

• Design scalable, resilient, secure, and cost-effective cloud architectures tailored to client requirements
• Design and implement cloud solutions across public cloud and hybrid environments
• Serve as a cloud services subject matter expert for clients and internal engineering teams
• Participate in client meetings and communicate architecture recommendations to technical and business stakeholders
• Develop architecture designs addressing performance, availability, scalability, security, and operational requirements
• Apply cloud security best practices
• Design infrastructure with monitoring, management, support, and operational requirements in mind
• Estimate and help manage cloud consumption and infrastructure costs
• Conduct cloud assessments and identify cost optimization and resource utilization opportunities
• Develop and maintain architecture diagrams, technical documentation, standards, and implementation guidance
• Support cloud migration initiatives, including planning, assessment, architecture, and implementation
• Design and support workload migrations to public cloud environments
• Translate architecture designs into secure and maintainable implementations with engineering teams
• Support infrastructure automation using Terraform and other Infrastructure as Code tools
• Support clients adopting emerging cloud and enterprise AI capabilities, considering security, governance, data protection, and responsible adoption

Cloud Architect

• Serve as the first point of contact for IT-related support requests via phone, email, and ticketing systems
• Remain logged into phone queues throughout the workday
• Triage, troubleshoot, resolve, or escalate client and system-generated requests
• Troubleshoot and resolve basic desktop, software, network, and hardware issues
• Assist with installation, configuration, and usability of computers, mobile devices, printers, and peripherals
• Follow troubleshooting and escalation procedures and ensure timely resolution or handoff
• Document support requests, solutions, and client interactions in the ticketing system
• Work with vendors to resolve software and hardware issues
• Install and configure operating systems, software applications, patches, and updates
• Perform basic virus detection, removal, and system security maintenance
• Monitor and address backup failures and assist with data restoration
• Educate end-users on cybersecurity and IT resource best practices
• Assist with password resets, account provisioning, and access control
• Participate in an after-hours on-call rotation as needed
• Document and address technical issues and customer interactions, escalating as necessary