Senior Remote Support Escalation Specialist (Cloud/On-Prem)

tessituranetwork; United States; Remote; USD 86,000 - 103,000; Full time

Benefits offered by this job

Health insurance

Job summary

Tessitura Network is seeking a Principal Support Escalation Specialist to join the Support Escalation Team. This role focuses on protracted technical support for member organizations and requires strong troubleshooting and clear communication with diverse stakeholders.

You will own member-facing tickets, support both locally hosted and cloud deployments, assist with cloud migration readiness and v16 upgrades, and contribute to knowledge sharing. The role offers remote work from the U.S.

Qualifications

• Minimum of 8 years of experience supporting Tessitura Software and Products.
• Experience with locally hosted server architecture and infrastructure requirements.
• Deep knowledge of installing and upgrading the Tessitura Application and Products.
• Strong customer service skills and ability to communicate with diverse stakeholders.

Responsibilities

• Provide excellent customer service to Tessitura members and staff.
• Serve as the primary technical resource for locally hosted and cloud-hosted members.
• Provide hands-on infrastructure, server, and configuration support.
• Lead diagnostic and troubleshooting for complex and protracted cases.
• Own member-facing support tickets and guide them to resolution, including necessary database updates.

Skills

Tessitura software

Server infrastructure

SQL Server

API troubleshooting

Networking concepts

Problem solving

Communication skills

Multi-tasking

Remote work adaptation

Tools

SSRS/SSDT

Job description

Tessitura Network is seeking a Principal Support Escalation Specialist to join the Support Escalation Team. This role focuses on protracted technical support for member organizations and requires strong troubleshooting and clear communication with diverse stakeholders.

You will own member-facing tickets, support both locally hosted and cloud deployments, assist with cloud migration readiness and v16 upgrades, and contribute to knowledge sharing. The role offers remote work from the U.S.