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Open nowPosted 12 hours agoWe saw it 13 min after it went up

Escalation Engineer, Enterprise Service Desk

ABACUS68 open roles

Where
Atlanta, Georgia, United States; Charlotte, North Carolina, United States; Frisco, Texas, United States; New York, New York, United States; San Francisco, California, United States
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Your applicationOpen nowEscalation Engineer, Enterprise Service DeskABACUS · Atlanta, Georgia, United States; Charlotte, North Carolina, United States; Frisco, Texas, United States; New York, New York, United States; San Francisco, California, United States

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market. ABACUS postings stay open a median of 30 days.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 12 hours ago

ABACUS median: 30 days open

The posting

Overview

The Escalation Engineer is a senior Tier 3 engineering role within the Service Delivery organization, acting as the primary technical owner and escalation authority for a portfolio of high-visibility, high-touch clients. Beyond resolving complex incidents, the role is responsible for preventing them, driving stability, operational maturity, and long-term technical improvement

Operating at the intersection of infrastructure engineering, service operations, and client advisory, the Technical Account Manager delivers proactive technical leadership across client environments and the shared multi-tenant platform. Unlike traditional escalation support, this position functions as a trusted technical partner to both the client and internal teams. The Technical Account Manager maintains deep familiarity with assigned environments and provides white-glove service, ensuring consistent standards, effective troubleshooting, and durable resolutions.

Job Description

Duties and Responsibilities:

  • Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators for assigned clients
  • Respond to calls/emails/messages from technical POC’s from assigned clients in a timely and efficient manner
  • Collaborate with SME engineering teams to uphold operational and architectural standards
  • Promote documentation, knowledge sharing, and service continuity
  • Take full ownership of complex or business-critical incidents through permanent resolution
  • Lead incident bridges and coordinate internal and external stakeholders during major outages for assigned clients
  • Liaise with assigned clients CXM on a regular basis to discuss ongoing issues, trends, and technical road map
  • Provide clear status communication and expectation management throughout incident lifecycles
  • Perform root cause analysis and implement preventative remediation
  • Maintain regular updates for active incidents and projects in ServiceNow
  • Identify systemic risks and drive proactive remediation across client environments
  • Translate business requirements into technical recommendations and improvement roadmaps
  • Build trusted relationships with client stakeholders and advocate for client outcomes
  • Participate in a rotating out-of-hours escalation schedule
  • Work shifts between 7:00am and 6:00pm, including coverage during team absences
  • Occasionally perform planned maintenance and project work during evenings and weekends

Person Specification

Qualifications and Experience

Education

From an accredited college or university in the related field of:

Required/Preferred

Bachelor's Degree

Related

Preferred

Experience

In the field of:

Required/Preferred

3-5 Years

Tier 3 Support

Required

0-2 Years

MSP

Preferred

Licenses and Certifications

Professional Association

Required/Preferred

AZ104

Microsoft

Preferred

MSCE

Microsoft

Preferred

Windows Server Admin

Microsoft

Preferred

Preferred

Knowledge, Skills, and Abilities

  • Advanced Windows domain administration and troubleshooting
  • Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD
  • Storage Area Networks (Nimble, Pure Storage)
  • Public cloud platforms (Azure and AWS)
  • Multi-factor authentication solutions (Microsoft Authenticator, DUO)
  • Backup and recovery solutions (Veeam, MSP360, AWS)
  • Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls
  • Citrix XenApp administration
  • Identity and access management (Okta)
  • Windows Server and Linux Server OS management
  • Virtualisation platforms (VMware, Proxmox)
  • Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast)
  • PowerShell scripting
  • Endpoint protection / Anti-Virus software (SentinelOne)
  • VoIP systems and platforms (Cisco, Microsoft Teams)
  • The engineer raises the technical maturity of both the client and the service desk

Attributes that will drive success:

  • Clients view the engineer as a trusted resource
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