Senior Technical Support Engineer - CLEAN AIR TASK FORCE

Position: Senior Technical Support Engineer

Reports to: IT Manager

Location: Remote, U.S.

Type: Full-time, exempt

ABOUT CATF

Clean Air Task Force (CATF) is a nonprofit organization working to safeguard against the worst impacts of climate change by catalyzing the rapid global development and deployment of low-carbon energy and other climate-protecting technologies. This is accomplished through research and analysis, public advocacy leadership, and partnership with the private sector. CATF is highly respected for its deep expertise and research on energy and industrial systems and potential strategies, technologies, and policies that can radically shrink their impact on the planet’s atmosphere. Our team of experts and advocates (and global network of subject matter experts and civil society partners) put this research and knowledge into action by designing and enacting public policies that drive toward zero-emissions. We also support policies and work directly with private industry to innovate in technology to make the path to zero emissions swift and affordable. CATF has offices in Boston, Washington D.C., and Brussels, with staff working virtually around the world.

ROLE

We are seeking an experienced Senior Technical Support Engineer to serve as a trusted escalation point for staff technology issues and to take ownership of complex support and Microsoft 365–related work. In this role, you will independently triage, investigate, and resolve issues affecting end users, while making thoughtful, production-impacting changes across our IT environment.

This position works directly with staff and leadership to deliver high-quality, timely support for users with limited availability, while also contributing to ongoing improvements in systems, processes, and documentation. The ideal candidate is comfortable balancing day-to-day support responsibilities with deeper technical problem-solving and project-based work. This role is well-suited for someone who enjoys owning problems end-to-end and improving how IT services are delivered over time.

Key Functions and Responsibilities:

• Providing rapid, high-quality support for end users using remote assistance tools, serving as an escalation point for complex or time-sensitive issues.
• Independently triaging, investigating, and resolving technical issues while documenting findings, actions taken, and outcomes in the ticketing system.
• Creating and maintaining internal and user-facing documentation to improve support efficiency, consistency, and self-service.
• Training staff on supported platforms and systems, with a focus on effective and secure use of Microsoft 365 tools.
• Contributing to project-related work across Microsoft 365 \
• and other cloud environments, including implementation, testing, and process improvements.
• Supporting staff onboarding, soft