Infrastructure Management & Support Coordinator

Location: Naples, FL or Williamsville, NY HQ or Global Remote with full Amazon Echo 5 drop-in collaboration.

Compensation: $125K USD annual contract + significant performance-based incentives

The Opportunity

We are seeking an Infrastructure Management & Support Coordinator to manage and maintain Zantaz's internal and hosted IT infrastructure while strengthening the technical support capabilities of our customer-facing teams.

This comprehensive role combines hands-on systems engineering, infrastructure operations, advanced product troubleshooting, and AI-powered support automation.  You will ensure our hosted environments remain secure, reliable, and operational while developing tools, documentation, and technical workflows that enable our teams to resolve customer issues more effectively.

You will collaborate closely with our Account Management, Data Center, Professional Services, and Development teams, coordinating technical operations while maintaining direct responsibility for assigned infrastructure systems.

The ideal candidate is a technically skilled, resourceful problem-solver who enjoys complex IT challenges, developing practical AI solutions, and improving how teams deliver enterprise software services.

What You Will Do

AI Builds for Support & Maintenance

At Zantaz, AI is integral to how we work.  Your first priority is to build, test, and maintain AI-powered tools for technical support and infrastructure maintenance to improve reliability and operational efficiency.

• AI-Powered Infrastructure Monitoring & Maintenance:  Develop intelligent workflows that analyze system health, performance, logs, and alerts, automate routine maintenance and patching validation, and improve preventive maintenance.
• Intelligent Technical Support:  Build AI-assisted diagnostic tools that analyze support tickets, system configurations, technical documentation, and historical resolutions to accelerate troubleshooting and root-cause identification.
• Support Automation & AI Agents:  Develop and maintain AI-driven workflows and agents that streamline ticket analysis, evidence collection, product health checks, technical escalations, and routine support activities.
• AI Knowledge Management:  Create intelligent, searchable technical knowledge resources that help internal teams diagnose problems, access validated solutions, and improve technical support consistency.
• Security & Compliance Automation:  Develop secure workflows that collect and organize infrastructure, change management, and incident evidence to support SOC 2 audit readiness and internal compliance requirements.
• Responsible AI & Quality Assurance:  Test AI solutions against real-world scenarios, validate recommendations, monitor accuracy and effectiveness, safeguard customer data, and maintain human oversight and manual recovery procedures.

Candidates should demonstrate practical AI solutions they have personally developed, tested, deployed, and maintained, including measurable improvements in productivity, technical support, or operational performance.

IT Infrastructure Management & Operations

• Systems Administration:  Build, configure, maintain, and troubleshoot assigned Windows and Linux servers, virtual machines, storage platforms, and hosted application environments.
• Infrastructure Monitoring & Maintenance:  Monitor system health, performance, availability, and capacity; manage patching, configuration updates, and preventative maintenance.
• Incident Resolution & Recovery:  Diagnose infrastructure failures involving networking, storage, virtualization, and application dependencies.  Execute approved remediation, backup verification, and recovery procedures.
• Infrastructure Planning & Security:  Maintain system inventories, dependency maps, operating plans, and technical documentation.  Ensure adherence to information security, data privacy, change management, and SOC 2 audit-readiness requirements.
• Cross-Functional Coordination: Coordinate infrastructure responsibilities with Zantaz's Maryland Data Center engineer, Professional Services, and qualified technical staff to ensure clear ownership, workload allocation, and operational coverage.
• Service Reliability & Continuity:  Plan and validate system changes, capacity requirements, and recovery exercises with documented testing, rollback procedures, and technical handoffs.

Advanced Product Support & Technical Enablement

• Develop expertise in Zantaz's enterprise archiving and data management solutions, including product installation, configuration, integrations, and operation within customer IT environments.
• Serve as an advanced technical resource for Account Management and Support teams, assisting with complex troubleshooting, diagnostics, and issue resolution.
• Investigate recurring problems and distinguish software defects from configuration, database, networking, storage, and infrastructure issues.
• Coordinate technical escalations with Development and Professional Services, providing reproducible evidence, diagnostic findings, and recommended next steps.
• Develop and maintain technical knowledge bases, troubleshooting guides, diagnostic tools, and standardized support procedures.
• Provide technical coaching and operational guidance to improve team capabilities while maintaining clear customer case ownership with assigned account managers.

What You Will Bring

Required Experience & Qualifications

• Proven hands-on experience in IT infrastructure engineering, systems administration, or hosted enterprise service operations.
• Strong Windows Server and Linux administration skills, including configuration, monitoring, patching, troubleshooting, and recovery.
• Working knowledge of networking, storage systems, virtualization, databases, and enterprise application hosting.
• Experience diagnosing complex infrastructure incidents, identifying root causes, and implementing secure, reliable solutions.
• Familiarity with Microsoft Azure, cloud infrastructure, and hybrid IT environments, supported by practical systems engineering experience.
• Understanding of infrastructure security, access controls, change management, disaster recovery, and operational documentation.
• Ability to troubleshoot enterprise software applications and distinguish product defects from underlying infrastructure or environmental issues.
• Experience developing technical documentation, diagnostic workflows, automation, or AI-enabled support tools.
• Strong communication, organizational, and problem-solving skills, with the ability to coordinate technical teams and clearly explain complex issues.

Preferred Qualifications

• Experience managing hosted enterprise software, managed services, or data center infrastructure.
• Familiarity with Microsoft 365, Exchange, Active Directory, SQL Server, and enterprise application integrations.
• Knowledge of enterprise email archiving, information governance, eDiscovery, or data management technologies.
• Experience supporting infrastructure monitoring, ticketing, incident management, and IT service management platforms.
• Familiarity with SOC 2, information security frameworks, audit evidence collection, and compliance documentation.
• Experience building or maintaining AI agents, automated diagnostics, technical knowledge systems, or infrastructure management workflows.
• Experience mentoring technical colleagues and developing repeatable operational procedures.

What Success Looks Like

Success means maintaining reliable, secure infrastructure, resolving complex technical challenges, strengthening support capabilities, and delivering measurable improvements through AI and automation.

We measure ongoing performance by infrastructure reliability, effective incident resolution, security and operational compliance, technical support improvements, successful collaboration, and measurable automation outcomes.

Who Thrives at Zantaz

We value technically skilled, proactive professionals who take ownership, solve complex problems, and continuously improve how technology and teams operate.

You will thrive in this role if you:

• Enjoy hands-on systems engineering, troubleshooting, and maintaining reliable enterprise IT environments.
• Approach technical challenges with curiosity, resourcefulness, and a commitment to identifying root causes.
• Balance infrastructure responsibilities with helping colleagues resolve complex product support issues.
• Communicate clearly, collaborate effectively, and take ownership of technical outcomes.
• Work independently, stay organized, and manage competing priorities in a globally distributed environment.
• Embrace AI, automation, and emerging technologies to develop practical solutions that improve efficiency and service quality.

Location & Compensation

Zantaz operates internationally, supporting enterprise customers across multiple regions and time zones.  Candidates should be comfortable collaborating with globally distributed technical teams and coordinating with our Maryland-based Data Center operations.

Location: Naples, FL or Williamsville, NY HQ or Global Remote with full Amazon Echo 5 drop-in collaboration.

Compensation: $125K USD annual contract + significant performance-based incentives

Work Arrangement: Remote, with occasional customer travel and on-site project work anticipated at 15% or less, subject to final project requirements.

Note:  At $125,000 annually plus performance incentives, the proposed pay program is 13.6% above the published global survey median of $110,000 for Cloud Infrastructure Engineers.  This supports a global search for engineering capability within the fixed budget.  Source: Stack Overflow Developer Survey 2026.  survey.stackoverflow.co