Senior Client Escalations Engineer - Remote

F3 Design; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

F3 Design is seeking a Senior Client Services Escalations specialist to act as the primary escalation point for complex issues, handling incidents from initial report to resolution, including remote and client interactions.

You will mentor junior staff, document steps, and ensure timely communication while upholding high service standards. The role requires 5+ years in escalation contexts and solid hardware, software, networking, and SAAS expertise.

Qualifications

• 5+ years in helpdesk or escalation roles.
• Experience resolving hardware and software issues.
• Strong communication and client-facing skills.

Responsibilities

• Serve as the primary escalation point for end user issues requiring advanced technical assistance.
• Respond to escalated incidents via phone, email, or ticketing systems.
• Troubleshoot and resolve hardware, software, connectivity, and account issues to resolution.
• Maintain end-to-end ownership of escalated requests with timely follow-up and clear updates.
• Document incidents, steps, and resolutions in the system.
• Escalate unresolved or high-impact issues per procedures.
• Provide users with professional updates throughout the lifecycle of requests.
• Mentor junior Helpdesk staff and share best practices.

Skills

Customer service

Technical troubleshooting

End-user support

OS knowledge

SAAS apps

Networking basics

Documentation

Job description

F3 Design is seeking a Senior Client Services Escalations specialist to act as the primary escalation point for complex issues, handling incidents from initial report to resolution, including remote and client interactions.

You will mentor junior staff, document steps, and ensure timely communication while upholding high service standards. The role requires 5+ years in escalation contexts and solid hardware, software, networking, and SAAS expertise.