IT Triage & Escalation Specialist

Socket.dev; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Socket.dev is seeking a Triage Technician to be the first point of contact for customers and to route issues to the appropriate technical teams. You will actively monitor alerts and customer environments across platforms including Windows Server, Linux, AWS, VMware, and networks, ensuring incidents are properly escalated and documented.

The ideal candidate will possess an empathetic customer service mindset, outstanding communication skills, and a strong sense of urgency.

Qualifications

• High School Diploma or equivalent required.
• Empathetic customer service mindset and attitude.
• Superior sense of urgency and customer sentiment.
• Excellent written and verbal communication skills.
• Enjoys teamwork and collaboration.
• Strong problem-solving and prioritization abilities.
• Ability to follow documented escalation procedures.
• Basic understanding of MSP infrastructure and services.

Responsibilities

• Serve as the initial point of contact for clients with technical issues and requests.
• Engage with customers via phone and ticketing system to classify incidents and route escalations.
• Proactively monitor, report, and triage alerts across multiple platforms.
• Monitor customer systems (Backup jobs, Windows Server, Linux, AWS, VMware, IBM Power, networking) and execute defined processes.
• Ensure related cases are linked to major incidents.
• Document all communications with customers accurately and professionally.
• Follow escalation procedures to platform engineers during an incident.
• Perform other duties as assigned.

Skills

Empathetic service

Urgency orientation

Communication skills

Teamwork

Problem solving

Prioritization

Escalation procedures

Education

High School Diploma or equivalent

Tools

ServiceNow ITSM

Monitoring tools

Cloud Technologies

IBM Power Technologies

Job description

Socket.dev is seeking a Triage Technician to be the first point of contact for customers and to route issues to the appropriate technical teams. You will actively monitor alerts and customer environments across platforms including Windows Server, Linux, AWS, VMware, and networks, ensuring incidents are properly escalated and documented.

The ideal candidate will possess an empathetic customer service mindset, outstanding communication skills, and a strong sense of urgency.