Senior Escalation Engineer (Remote - Tier 3)

Velocity1

Nashville (TN)

Hybrid

USD 90,000 - 130,000

Full time

2 days ago

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Job summary

Velocity1 is hiring an Escalation Engineer (Tier 3) to own complex IT issues end-to-end, restore services quickly, and reduce repeat incidents through RCA, documentation, and SOPs. The role is highly customer-facing, requiring clear communication with non-technical stakeholders while troubleshooting networking, server/virtualization, and Microsoft 365 identity.

Most work is remote support from our office, with hands-on staging/build/testing as needed.

Qualifications

5+ years of IT support experience with proven escalation ownership (Tier 3 or equivalent).
Hands-on firewall experience in production: NAT, rule sets, VPN troubleshooting, and change validation (Sophos preferred).
Production experience with Windows Server and Active Directory fundamentals (AD DS, DNS; basic GPO knowledge).
Microsoft 365 administration beyond user accounts (identity and security fundamentals; Conditional Access knowledge strongly preferred).
Strong customer-facing communication and active listening; able to work directly with SMB owners.

Responsibilities

Own complex technical issues end-to-end and restore services quickly.
Lead small-to-mid sized projects end to end with project and account teams.
Document scope, risks, and customer decisions; maintain thorough ticket notes and SOPs.
Troubleshoot networking, firewall, virtualization, and Microsoft 365 identity issues.
Provide proactive status updates and clear business-focused explanations.