Senior Escalation Engineer, Enterprise Service Desk

Openkrill; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Openkrill is seeking an experienced Escalation Engineer / Technical Account Manager to act as the primary escalation owner for high-visibility clients. You will resolve complex incidents, prevent recurrence, and drive operational maturity across client environments.

Responsibilities include leading incident bridges, collaborating with SME teams, and maintaining proactive communications with clients. A strong background in Windows, cloud platforms, and MSP operations is required.

Qualifications

• Bachelor's Degree from an accredited college or university.
• 3-5 Years of Tier 3 Support experience, MSP environment preferred.
• Experience acting as escalation owner for complex incidents and outages.

Responsibilities

• Act as the senior escalation point for Tier 1 and Tier 2 staff for assigned clients.
• Lead incident bridges and coordinate internal/external stakeholders during major outages.
• Liaise with client CXM on ongoing issues, trends, and technical roadmaps.
• Maintain regular updates for active incidents and projects in ServiceNow.
• Translate business requirements into technical recommendations and improvement roadmaps.
• Participate in a rotating out-of-hours escalation schedule.

Skills

Windows administration

Microsoft 365

Public cloud (Azure/AWS)

PowerShell scripting

Networking (TCP/IP/DNS/DHCP)

Citrix XenApp

Identity and access management (Okta)

Veeam backup

VMware virtualization

Email security gateways (Proofpoint/Mx

VoIP systems (Cisco/Teams)

Documentation & incident management

Education

Bachelor's Degree

Tools

VMware

Proxmox

Veeam

Proofpoint

Mimecast

Azure Cloud

AWS

Okta

Citrix XenApp

Job description

Openkrill is seeking an experienced Escalation Engineer / Technical Account Manager to act as the primary escalation owner for high-visibility clients. You will resolve complex incidents, prevent recurrence, and drive operational maturity across client environments.

Responsibilities include leading incident bridges, collaborating with SME teams, and maintaining proactive communications with clients. A strong background in Windows, cloud platforms, and MSP operations is required.