Escalations Engineer (L3)

Open Approach, Inc.; Burlington (VT); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with 4% match

Generous PTO

Fully paid parental leave

Smartphone stipend

Weekly company lunches

Job summary

Open Approach, Inc. is seeking an Escalations Engineer (L3) in Burlington, VT. The role involves collaborating with clients to resolve technical issues and mentoring colleagues. Candidates should have at least 5 years of technical experience, strong project management skills, and a solid understanding of networking technologies. Benefits include health coverage, 401(k) matching, generous PTO, and a pet-friendly office environment.

Qualifications

• 5+ years of technical experience required.
• Customer service experience is a plus.
• Skills to manage timelines and develop accountability.

Responsibilities

• Collaborate with coworkers and clients to solve engineering issues.
• Take ownership of escalated issues and mentor peers.
• Perform technical onboarding of new clients.

Skills

Excellent written and verbal skills

Project Management skills

Windows Server

Active Directory

Hyper-V

VMware

LAN and WAN infrastructure knowledge

VoIP technologies familiarity

Tools

Active Directory and Group Policy Management

Cloud infrastructure (Azure, AWS)

Job description

ESCALATIONS ENGINEER (L3)

Location: Burlington, VT | Employment Type: Full-time

Responsibilities

• Collaborate with coworkers, vendors, and work directly with clients via phone, email, and occasionally onsite visits to solve a wide variety of engineering technical issues.
• When part of an engineering escalation, take ownership of an issue, seeing it through to the end and use the opportunity to mentor your Support Desk peers.
• Be a great first technical interface of Open Approach with prospective clients to perform network and systems engineering assessments.
• Coordinate and perform the technical onboarding of new clients.
• Assist as needed with ongoing technical projects and R&D activities.

Qualifications

• Excellent written and verbal skills are imperative (previous Customer Service experience is a plus).
• Have the enterprise level skills and awareness to understand and appreciate change control, proper documentation, and communication.
• Project Management skills to communicate, develop timelines, and hold all parties accountable.
• Well‑versed with Windows Server, Active Directory environments (Active Directory and Group Policy Management, DHCP, and DNS).
• Solid virtualized environment troubleshooting experience (Hyper‑V, VMware, and corresponding clustering technologies).
• Knowledge of VDI and/or session‑based desktop design and implementation (Citrix, Microsoft RDS).
• Working knowledge of LAN and WAN infrastructure, particularly around switching, firewalls, policies, ingress/egress traffic management, and VLAN creation and management.
• Familiarity with VoIP technologies and phone system management.
• Security design and best practices for systems and networks.
• Cloud infrastructure design and architecture is a plus (Azure, AWS, Microsoft 365 Business Intune).

Experience: At least 5+ years of technical experience is required. Compensation is negotiable depending on experience.

Benefits

• Health, dental, and vision coverage with generous employer contributions
• Company‑sponsored Life, STD/LTD Disability, and Workers' Compensation
• 401(k) with 4% match starting day one
• Generous PTO (starting at 16 days, plus paid holidays)
• Fully paid parental leave
• Smartphone stipend for on‑call rotation
• Weekly company lunches, coffee, snacks, and a pet‑friendly office