Principal Support Escalation Specialist

Tessitura Network; United States; Remote; USD 86,000 - 103,000; Full time

Job summary

Tessitura Network seeks a Principal Support Escalation Specialist to join our Support Escalation Team. You will own complex, member-facing incidents and guide them to resolution across Tessitura applications. This full-time, work-from-home role supports U.S.

based members (EST or CST preferred). Applicants should have deep technical knowledge, excellent communication, and the ability to manage multiple high-priority issues in parallel.

Qualifications

• Minimum of 8 years of experience supporting Tessitura software.
• Experience with locally hosted server architecture and infrastructure.
• Strong customer service and troubleshooting abilities.
• Excellent written and verbal communication.

Responsibilities

• Provide excellent customer service through written and verbal communications to Tessitura members and staff.
• Lead diagnostic and troubleshooting efforts on complex and protracted cases.
• Own tickets and guide them to resolution, including database updates and diagnostics.
• Assist with on-call coverage and 24/7 support as required.

Skills

Troubleshooting

Customer service

Communication

Multi-tasking

Problem solving

Self-motivated

Verbal communication

Tools

SQL Server

API troubleshooting

SSRS/SSDT

Job description

Position: Principal Support Escalation Specialist

Department: Support

Reports to: Support Escalation Manager

Type: Full-time/Work from Home, U.S. Based; EST or CST preferred

Compensation: $85,500 - $103,000 USD

Position Open Through: October 9th, 2026

About Tessitura

Tessitura is a nonprofit tech company serving over 800 arts organizations and cultural attractions in ten countries. The Tessitura CRM platform brings ticketing & admissions functionality together with fundraising, membership, marketing, education, front of house, business intelligence, and real-time web and mobile transactions. The Tessitura community includes cultural institutions such as museums, performing arts centers, theatres, orchestras, dance companies, festivals, opera companies, zoos, aquariums, gardens, science centers, and more. A global staff provides 24/7 support and offers guidance to streamline operations, grow revenue, and build lifelong customer engagement.

Job Summary

The Support Escalation Team is a part of the greater Support team, responsible for member-facing technical support and specialization on protracted support cases for member organizations. The Support Escalation Team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues.

The ideal candidate will have strong troubleshooting skills and be able to communicate with a broad group of stakeholders.

POSITION RESPONSIBILITIES

Quality and Efficient Service - Assisting members with their questions and issues in a helpful, timely, and respectful manner.

• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.
• Serve as the primary technical resource for all locally hosted members and provide support to members hosted in Tessitura’s cloud infrastructure.
• Provide hands-on infrastructure, server, and configuration support.
• Lead technical planning and preparation for cloud migration readiness and v16 upgrades as needed.
• Serve as the Tessitura Network Software & Products subject matter expert and lead diagnostic and troubleshooting efforts on complex and protracted cases.
• Takes ownership of member-facing support tickets and guides them through to resolution, including necessary database updates and diagnostics as needed.
• Actively prepare for and monitor ticketing on-sales.
• Provides critical issue support during regular desk shifts both during the business week as well as scheduled weekend on-call shifts.

Collaboration - Working together across the company with respect and integrity.

• Collaborating cross-team with your support colleagues to resolve member issues.
• Attends group work every week with Support Escalation colleagues.
• Escalates tickets to Development/Product Owners/Business Analysts as needed.
• Identify and suggest corrections for documentation issues in collaboration with Learning team.
• Investigate and escalation defects for all Tessitura Network Software and Products.

• This role assists with providing 24/7 coverage as part of an on-call rotation with other support members.
• Other duties as assigned.

Knowledge - Constantly work towards improving our knowledge base and skills across the Support team.

• Regularly contributes to proactive maintenance of knowledge base articles.
• Provides at least one in-depth training session for the Support team annually.
• Serves as an active member and has strong experience in one Subject Matter Expert (SME) group.

• This role assists with providing 24/7 coverage as part of an on-call rotation with other support members.
• Other duties as assigned.

Required Skills and Experience:

• Minimum of 8 years of experience supporting users who use Tessitura Software and Products.

• Experience with locally hosted server architecture and infrastructure requirements.
• Deep knowledge of installing and upgrading the Tessitura Application and Products.
• Knowledgeable in multiple areas of the Tessitura Environment and supporting technologies, including: networking concepts, SQL Server, API troubleshooting, and SSRS/SSDT.
• Demonstration of strong customer service skills, initiative, and ability to assume additional duties.
• Strong troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise.
• Self-motivated. Able to work efficiently in a virtual environment, including learning new topics and functionality.
• Excellent communicator, written and verbal.
• Ability to explain complex concepts and situations to people with varying ranges of technical understanding.
• Ability to multi-task successfully. You will have daily support responsibilities that will need to be managed alongside customer-driven deadlines that will require dynamic real-time prioritization based on multiple factors.
• Has experience demonstrating a consistent sense of urgency and follow up on open issues to ensure resolution.
• Extremely detailed, organized and results oriented.

Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Benefits and Compensation

The compensation reflects a U.S. salary range based on current market data. The candidate's skills, experience, and other relevant factors will determine the final compensation. Tessitura Network offers a comprehensive and robust benefits package designed to support our employees' well-being. Our offerings include various medical, dental, and vision plans, as well as life and AD&D insurance, disability insurance, employee assistance programs, and a 401(k) retirement plan with employer match. We prioritize work-life balance by providing generous paid time off, including vacation and sick leave, 12 weeks of paid parental leave, a 7-week sabbatical after seven years of service, and a recharge week between Christmas and New Year’s. These benefits are available to our fully remote team, with adjustments made as required by local laws.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment

At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, but it will also fuel collaboration, innovation and creativity as we deliver on our mission.

Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.

Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.

Equal Opportunity

Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual's qualifications, merit and performance.