Escalation Engineer, Enterprise Service Desk

OpenKrill; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Openkrill is seeking an experienced Escalation Engineer / Technical Account Manager to act as the primary escalation owner for high-visibility clients. You will resolve complex incidents, prevent recurrence, and drive operational maturity across client environments.

Responsibilities include leading incident bridges, collaborating with SME teams, and maintaining proactive communications with clients. A strong background in Windows, cloud platforms, and MSP operations is required.

Qualifications

• Bachelor's Degree from an accredited college or university.
• 3-5 Years of Tier 3 Support experience, MSP environment preferred.
• Experience acting as escalation owner for complex incidents and outages.

Responsibilities

• Act as the senior escalation point for Tier 1 and Tier 2 staff for assigned clients.
• Lead incident bridges and coordinate internal/external stakeholders during major outages.
• Liaise with client CXM on ongoing issues, trends, and technical roadmaps.
• Maintain regular updates for active incidents and projects in ServiceNow.
• Translate business requirements into technical recommendations and improvement roadmaps.
• Participate in a rotating out-of-hours escalation schedule.

Skills

Windows administration

Microsoft 365

Public cloud (Azure/AWS)

PowerShell scripting

Networking (TCP/IP/DNS/DHCP)

Citrix XenApp

Identity and access management (Okta)

Veeam backup

VMware virtualization

Email security gateways (Proofpoint/Mx

VoIP systems (Cisco/Teams)

Documentation & incident management

Education

Bachelor's Degree

Tools

VMware

Proxmox

Veeam

Proofpoint

Mimecast

Azure Cloud

AWS

Okta

Citrix XenApp

Job description

Overview

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organization, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement

Operating at the intersection of infrastructure engineering, service operations, and client advisory, the Technical Account Manager delivers 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. The Technical Account Manager maintains deep 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

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