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