Escalations Engineer

Solarus Technologies Inc.; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

Solarus Technologies is seeking an experienced Escalations Engineer to act as a senior technical resource within the service organization. This role focuses on resolving complex issues across Microsoft 365, Azure, Exchange Online, and more, with ownership from escalation to resolution.

The ideal candidate thrives on solving difficult problems, mentoring teammates, and improving the technical capabilities of the service team while collaborating with vendors and client stakeholders.

Qualifications

• 5+ years of progressively responsible experience in IT support or related technical roles with escalations.
• Experience in MSP or fast-paced client-service environments preferred.
• Hands-on with Microsoft 365, Exchange Online, Windows Server, Active Directory.
• Familiar with SonicWall and Meraki firewalls.
• Experience with RMM and PSA/ticketing systems (ConnectWise PSA, Kaseya, Datto RMM).
• Strong root-cause analysis and documentation skills.

Responsibilities

• Serve as escalation point for complex, high-impact technical issues needing advanced troubleshooting and analysis.
• Own escalations through resolution with investigation, troubleshooting, vendor coordination, client communication, validation, documentation, and follow-up.
• Diagnose and resolve issues across Microsoft 365, Azure, Entra ID, Conditional Access, MFA, Exchange Online, SharePoint, Teams, Windows Server, AD, Intune, VMware/Hyper‑V, networking, and endpoint security.
• Troubleshoot and support SonicWall and Meraki firewalls, including VPN, configuration, firmware, network connectivity, and security incidents.
• Perform root‑cause analysis for recurring incidents and identify corrective actions.
• Collaborate with Tier 1/2 engineers to resolve escalations efficiently and reduce repeat escalations.
• Provide mentoring, troubleshooting guidance, and escalation feedback to Service Desk engineers.
• Review findings and determine next steps, including vendor escalation or leadership involvement as needed.
• Coordinate with third‑party vendors and partners to drive resolution.
• Follow security, change-management, documentation, and client approval procedures for production changes.
• Communicate issues, impact, progress, risks, and resolutions to technical and non‑technical stakeholders.
• Create and maintain technical documentation, troubleshooting procedures, and knowledge-base articles.
• Identify recurring issues, service gaps, or client risks and communicate recommendations to internal teams.
• Maintain accurate ticket notes, time entries, status updates, and client communications.
• Participate in after‑hours escalation support during critical incidents or emergencies.

Skills

MSP experience

Advanced troubleshooting

Root-cause analysis

Technical documentation

Customer communication

Incident ownership

Cross-platform knowledge

Tools

SonicWall

Meraki

ConnectWise PSA

Kaseya

Datto RMM

Job description

Solarus Technologies is seeking an experienced Escalations Engineer to serve as a senior technical resource within our service organization. This position is responsible for resolving complex, high-impact, and business-critical technical issues that require advanced troubleshooting, cross-platform knowledge, and strong ownership from initial escalation through resolution.

This is a support-focused engineering role and does not include project engineering responsibilities. The Escalations Engineer will work closely with Service Desk Engineers, Team Leads, Service Management, vendors, and client stakeholders to restore service, identify root causes, and prevent recurring issues.

The ideal candidate is a strong hands-on engineer who enjoys solving difficult technical problems, taking ownership of challenging incidents, and helping develop the technical capabilities of the broader service team.

Key Responsibilities

• Serve as an escalation point for complex, high-impact, and business-critical technical issues requiring advanced troubleshooting and analysis.
• Take full ownership of assigned escalations through resolution, including investigation, troubleshooting, vendor coordination, client communication, validation, documentation, and follow-up.
• Diagnose and resolve advanced issues across Microsoft 365, Azure, Entra ID, Conditional Access, MFA, Exchange Online, SharePoint, Teams, Windows Server, Active Directory, Microsoft Intune, VMware, Hyper‑V, networking, and endpoint security.
• Troubleshoot and support SonicWall and Meraki firewalls, including VPN connectivity, configuration issues, firmware, network connectivity, and security-related incidents.
• Perform root‑cause analysis for recurring, critical, or high-impact incidents and identify corrective or preventive actions.
• Work collaboratively with Tier 1 and Tier 2 engineers to resolve escalated issues efficiently and reduce unnecessary repeat escalations.
• Provide technical mentoring, troubleshooting guidance, and escalation feedback to Service Desk Engineers.
• Review technical findings and determine appropriate next steps, including when vendor escalation or additional leadership involvement is required.
• Coordinate with third‑party vendors and technology partners when necessary to drive issues through resolution.
• Follow established security, change-management, documentation, and client‑approval procedures when making changes to production environments.
• Clearly communicate technical issues, business impact, troubleshooting progress, risks, and resolutions to both technical and non-technical stakeholders.
• Create and maintain accurate technical documentation, troubleshooting procedures, known‑error documentation, and internal knowledge‑base articles.
• Identify recurring technical issues, service gaps, or client environment risks and communicate recommendations to the appropriate internal teams.
• Maintain accurate ticket notes, time entries, status updates, documentation, and client communications within the PSA.
• Participate in the after‑hours escalation/support rotation and assist with critical incidents or emergency changes when required.

Experience & Qualifications

• 5+ years of progressively responsible experience in IT support, infrastructure engineering, systems administration, or a related technical position, with experience handling advanced technical escalations.
• Previous experience working within an MSP or fast‑paced client‑service environment strongly preferred.
• Strong hands‑on experience with:
• Microsoft 365
• Conditional Access and MFA
• Exchange Online
• Windows Server
• Active Directory
• VMware and/or Hyper‑V
• Networking and TCP/IP fundamentals
• Hands‑on experience supporting SonicWall and/or Meraki firewalls.
• Strong understanding of identity and access management, endpoint management, server infrastructure, networking, security, and cloud technologies.
• Experience working with RMM platforms and PSA/ticketing systems; experience with ConnectWise PSA, Kaseya, and Datto RMM is strongly preferred.
• Demonstrated ability to troubleshoot complex technical problems across multiple systems rather than relying solely on scripted troubleshooting procedures.
• Strong root‑cause analysis and problem‑solving skills.
• Ability to independently manage multiple active escalations while appropriately prioritizing business‑critical issues.
• Strong documentation skills and attention to detail.
• Excellent written and verbal communication skills with the ability to communicate effectively with engineers, leadership, vendors, and client stakeholders.
• Ability and willingness to participate in after‑hours escalation support when required.

What Success Looks Like

A successful Escalations Engineer at Solarus Technologies takes ownership of difficult technical issues rather than simply passing them along. They are able to assess an environment, isolate the underlying problem, communicate clearly with everyone involved, and drive the issue to a verified resolution.

They also help strengthen the Service Desk by sharing knowledge, documenting solutions, identifying recurring problems, and providing engineers with the technical guidance necessary to resolve more issues independently in the future.

Additional Information

This job description is not intended to represent an exhaustive list of all responsibilities associated with the position. Responsibilities may be modified or expanded based on business and client needs.

Solarus Technologies provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position.

This position maintains an at‑will employment relationship.