Escalation Engineer, Enterprise Service Desk

日本アバカス株式会社; Atlanta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

The Escalation Engineer is a senior Tier 3 role within Service Delivery, serving as the primary technical owner for high-visibility clients. This position drives stability, operational maturity, and long-term technical improvements while acting as a trusted partner to clients and internal teams.

Operating at the intersection of infrastructure engineering, service operations, and client advisory, the engineer delivers proactive leadership across environments and the shared platform, ensuring

Qualifications

• Bachelor's degree in a related field.
• 3–5 years of Tier 3 support experience.
• MSP experience preferred (0–2 years).

Responsibilities

• Act as the senior escalation point for Tier 1 and 2 support for assigned clients.
• Respond to calls, emails, and messages from technical POCs promptly.
• Lead incident bridges and coordinate stakeholders during major outages.
• Perform root cause analysis and implement preventative remediation.
• Maintain regular updates for active incidents and projects in ServiceNow.

Skills

Advanced Windows domain administration

Microsoft 365 administration

Azure Cloud

AWS

Networking (TCP/IP, DNS, DHCP)

PowerShell scripting

Incident management

Root cause analysis

Customer relationship management

VMware

Citrix XenApp

Identity and access management (Okta)

Education

Bachelor's Degree

Related field

Preferred

Tools

Nimble Storage

Pure Storage

Proofpoint

Mimecast

Veeam

SentinelOne

Cisco VoIP / UC

VMware

Proxmox

Job description

Overview

TheEscalation Engineeris a senior Tier 3 engineering role within theServiceDeliveryorganization, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the roleisresponsiblefor preventing them, driving stability, operational maturity, and long-term technical improvement

Operating at the intersection of infrastructure engineering, service operations, and client advisory, theTechnicalAccountManagerdelivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. TheTechnicalAccountManagermaintainsdeep familiarity with assigned environments and provides white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.

Job Description

Duties and Responsibilities

• Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients
• Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner
• Collaborate with SME engineering teams to uphold operational and architectural standards
• Promote documentation, knowledge sharing, and service continuity
• Take full ownership of complex or business-critical incidents through permanent resolution
• Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients
• Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map
• Provide clear status communication and expectation management throughout incident lifecycles
• Perform root cause analysis and implement preventative remediation
• Maintain regular 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

Person Specification

Qualifications and Experience

Education

• Bachelor's Degree
• Related
• Preferred

Experience

• 3-5 Years – Tier 3 Support – Required
• 0-2 Years – MSP – Preferred

Licenses and Certifications

• AZ104 (Microsoft – Preferred)
• MSCE (Microsoft – Preferred)
• Windows Server Admin (Microsoft – Preferred)
• Preferred

Knowledge, Skills, and Abilities

• Advanced Windows domain administration and troubleshooting
• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
• Storage Area Networks (Nimble, Pure Storage)
• Public cloud platforms (Azure and AWS)
• Multi-factor authentication solutions (Microsoft Authenticator, DUO)
• Backup and recovery solutions (Veeam, MSP360, AWS)
• Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls
• Citrix XenApp administration
• Identity and access management (Okta)
• Windows Server and Linux Server OS management
• Virtualisation platforms (VMware, Proxmox)
• Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
• PowerShell scripting
• Endpoint protection / Anti-Virus software (SentinelOne)
• VoIP systems and platforms (Cisco, Microsoft Teams)
• The engineer raises the technical maturity of both the client and the service desk

Attributes that will drive success

• Clients view the engineer as a trusted resource