Senior Support Escalation Specialist - Remote

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

Job summary

Tessitura Network seeks a Principal Support Escalation Specialist to join our Support Escalation Team. You will own complex, member-facing incidents and guide them to resolution across Tessitura applications. This full-time, work-from-home role supports U.S.

based members (EST or CST preferred). Applicants should have deep technical knowledge, excellent communication, and the ability to manage multiple high-priority issues in parallel.

Qualifications

• Minimum of 8 years of experience supporting Tessitura software.
• Experience with locally hosted server architecture and infrastructure.
• Strong customer service and troubleshooting abilities.
• Excellent written and verbal communication.

Responsibilities

• Provide excellent customer service through written and verbal communications to Tessitura members and staff.
• Lead diagnostic and troubleshooting efforts on complex and protracted cases.
• Own tickets and guide them to resolution, including database updates and diagnostics.
• Assist with on-call coverage and 24/7 support as required.

Skills

Troubleshooting

Customer service

Communication

Multi-tasking

Problem solving

Self-motivated

Verbal communication

Tools

SQL Server

API troubleshooting

SSRS/SSDT

Job description

Tessitura Network seeks a Principal Support Escalation Specialist to join our Support Escalation Team. You will own complex, member-facing incidents and guide them to resolution across Tessitura applications. This full-time, work-from-home role supports U.S.

based members (EST or CST preferred). Applicants should have deep technical knowledge, excellent communication, and the ability to manage multiple high-priority issues in parallel.