Escalation Engineer
Job Summary
Serving as the primary technical owner for a portfolio of high-visibility clients, the remote full-time Escalation Engineer will manage complex incidents, drive operational stability, and provide proactive technical leadership while collaborating with internal teams and client stakeholders.
Key responsibilities
- Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients
- Lead incident bridges and coordinate stakeholders during major outages while ensuring timely communication throughout incident lifecycles
- Perform root cause analysis and implement preventative remediation to enhance service continuity and operational maturity
Required qualifications
- Bachelor's Degree from an accredited college or university in a related field
- 3-5 years of experience in Tier 3 Support
- Advanced knowledge of Windows domain administration and troubleshooting
- Familiarity with Microsoft 365, Azure Cloud, and public cloud platforms
- Experience with core networking concepts and backup/recovery solutions
Complete Job Description
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