Senior Escalation Engineer - Enterprise Service Desk

ABACUS; San Francisco (CA); On-site; USD 140,000 - 170,000; Full time

Job summary

ABACUS is seeking a senior Escalation Engineer/Technical Account Manager to lead high-visibility client incidents and prevent recurrence. You will act as the primary technical owner, driving stability and long-term improvements across multi-tenant environments.

You will partner with client teams and internal SMEs to uphold architectural standards, coordinate incident bridges, and deliver proactive remediation. A strong background in Windows, cloud platforms, and MSP operations is required.

Qualifications

• Advanced Windows domain administration and troubleshooting.
• Experience with Microsoft 365 Suite and Azure/AWS cloud.
• Storage area networks and virtualization platforms.
• Strong scripting and automation with PowerShell.
• Experience with incident management and root cause analysis.
• Knowledge of IAM and zero-trust concepts.
• Experience in MSP environments is preferred.

Responsibilities

• Act as senior escalation point for Tier 1/2 administrators for clients.
• Coordinate incident bridges and drive durable resolutions.
• Maintain updates for incidents and projects in ServiceNow.
• Perform root cause analysis and implement remediation.
• Liaise with clients on status, trends, and roadmaps.
• Lead cross-functional teams to uphold standards.
• Occasional after-hours escalation and maintenance work.

Skills

Windows domain

Microsoft 365

Azure Cloud

AWS

Nimble Storage

Pure Storage

VMware

Proxmox

Okta IAM

PowerShell scripting

SentinelOne

Cisco VoIP

TCP/IP networking

DNS routing

Citrix XenApp

MFA solutions

Backup recovery

Education

Bachelor’s Degree

Tools

MSP360

Veeam

Job description

ABACUS is seeking a senior Escalation Engineer/Technical Account Manager to lead high-visibility client incidents and prevent recurrence. You will act as the primary technical owner, driving stability and long-term improvements across multi-tenant environments.

You will partner with client teams and internal SMEs to uphold architectural standards, coordinate incident bridges, and deliver proactive remediation. A strong background in Windows, cloud platforms, and MSP operations is required.