Senior Escalations Engineer: MSP Support Lead

Solarus Technologies Inc.; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

Solarus Technologies is seeking an experienced Escalations Engineer to act as a senior technical resource within the service organization. This role focuses on resolving complex issues across Microsoft 365, Azure, Exchange Online, and more, with ownership from escalation to resolution.

The ideal candidate thrives on solving difficult problems, mentoring teammates, and improving the technical capabilities of the service team while collaborating with vendors and client stakeholders.

Qualifications

• 5+ years of progressively responsible experience in IT support or related technical roles with escalations.
• Experience in MSP or fast-paced client-service environments preferred.
• Hands-on with Microsoft 365, Exchange Online, Windows Server, Active Directory.
• Familiar with SonicWall and Meraki firewalls.
• Experience with RMM and PSA/ticketing systems (ConnectWise PSA, Kaseya, Datto RMM).
• Strong root-cause analysis and documentation skills.

Responsibilities

• Serve as escalation point for complex, high-impact technical issues needing advanced troubleshooting and analysis.
• Own escalations through resolution with investigation, troubleshooting, vendor coordination, client communication, validation, documentation, and follow-up.
• Diagnose and resolve issues across Microsoft 365, Azure, Entra ID, Conditional Access, MFA, Exchange Online, SharePoint, Teams, Windows Server, AD, Intune, VMware/Hyper‑V, networking, and endpoint security.
• Troubleshoot and support SonicWall and Meraki firewalls, including VPN, configuration, firmware, network connectivity, and security incidents.
• Perform root‑cause analysis for recurring incidents and identify corrective actions.
• Collaborate with Tier 1/2 engineers to resolve escalations efficiently and reduce repeat escalations.
• Provide mentoring, troubleshooting guidance, and escalation feedback to Service Desk engineers.
• Review findings and determine next steps, including vendor escalation or leadership involvement as needed.
• Coordinate with third‑party vendors and partners to drive resolution.
• Follow security, change-management, documentation, and client approval procedures for production changes.
• Communicate issues, impact, progress, risks, and resolutions to technical and non‑technical stakeholders.
• Create and maintain technical documentation, troubleshooting procedures, and knowledge-base articles.
• Identify recurring issues, service gaps, or client risks and communicate recommendations to internal teams.
• Maintain accurate ticket notes, time entries, status updates, and client communications.
• Participate in after‑hours escalation support during critical incidents or emergencies.

Skills

MSP experience

Advanced troubleshooting

Root-cause analysis

Technical documentation

Customer communication

Incident ownership

Cross-platform knowledge

Tools

SonicWall

Meraki

ConnectWise PSA

Kaseya

Datto RMM

Job description

Solarus Technologies is seeking an experienced Escalations Engineer to act as a senior technical resource within the service organization. This role focuses on resolving complex issues across Microsoft 365, Azure, Exchange Online, and more, with ownership from escalation to resolution.

The ideal candidate thrives on solving difficult problems, mentoring teammates, and improving the technical capabilities of the service team while collaborating with vendors and client stakeholders.