Escalation Engineer, Enterprise Service Desk

ABACUS; San Francisco (CA); On-site; USD 140,000 - 170,000; Full time

Job summary

ABACUS is seeking a senior Escalation Engineer/Technical Account Manager to lead high-visibility client incidents and prevent recurrence. You will act as the primary technical owner, driving stability and long-term improvements across multi-tenant environments.

You will partner with client teams and internal SMEs to uphold architectural standards, coordinate incident bridges, and deliver proactive remediation. A strong background in Windows, cloud platforms, and MSP operations is required.

Qualifications

• Advanced Windows domain administration and troubleshooting.
• Experience with Microsoft 365 Suite and Azure/AWS cloud.
• Storage area networks and virtualization platforms.
• Strong scripting and automation with PowerShell.
• Experience with incident management and root cause analysis.
• Knowledge of IAM and zero-trust concepts.
• Experience in MSP environments is preferred.

Responsibilities

• Act as senior escalation point for Tier 1/2 administrators for clients.
• Coordinate incident bridges and drive durable resolutions.
• Maintain updates for incidents and projects in ServiceNow.
• Perform root cause analysis and implement remediation.
• Liaise with clients on status, trends, and roadmaps.
• Lead cross-functional teams to uphold standards.
• Occasional after-hours escalation and maintenance work.

Skills

Windows domain

Microsoft 365

Azure Cloud

AWS

Nimble Storage

Pure Storage

VMware

Proxmox

Okta IAM

PowerShell scripting

SentinelOne

Cisco VoIP

TCP/IP networking

DNS routing

Citrix XenApp

MFA solutions

Backup recovery

Education

Bachelor’s Degree

Tools

MSP360

Veeam

Job description

Overview

TheEscalation Engineeris a senior Tier 3 engineering role within theServiceDeliveryorganization, acting as the primary technical owner and escalation authority for aportfolio of high-visibility, high-touch clients.Beyondresolving complex incidents,the roleisresponsibleforpreventing 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

From an accredited college or university in the related field of:

Required/Preferred

• Bachelor’s Degree


• Related


• Preferred

Experience

In the field of:

Required/Preferred

• 3-5 Years


• Tier 3 Support


• Required


• 0-2 Years


• MSP


• Preferred

Licenses and Certifications

Professional Association

Required/Preferred

• AZ104


• Microsoft


• Preferred


• MSCE


• Microsoft


• Preferred


• Windows Server Admin


• Microsoft


• 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