Escalation Engineer

Job Summary

Working remotely, the full-time Escalation Engineer will take ownership of complex customer issues, performing deep technical analysis and collaborating with Tier 1 and Tier 2 engineers, as well as Product and Engineering teams, to drive resolution and enhance team capabilities.

Key Responsibilities

• Act as the final point of escalation for complex customer issues, ensuring thorough investigation and resolution
• Provide mentorship and technical guidance to Tier 1 and Tier 2 engineers to facilitate the resolution of escalated tickets
• Produce clear documentation and contribute to knowledge sharing to improve team efficiency and reduce repeat issues

Required Qualifications

• 4+ years of experience in technical support or a similar engineering role
• Strong troubleshooting skills in complex environments with a focus on Microsoft cloud technologies, including Azure and AVD
• Solid understanding of networking fundamentals such as DNS and TCP/IP
• Experience supporting Windows desktop environments, particularly Windows 10/11
• Ability to work independently while collaborating effectively across teams