Escalation Engineer

Key Responsibilities

Escalation Ownership & Resolution

• Act as the final point of escalation for complex or high-impact customer issues
• Take ownership of escalated tickets from investigation through resolution when required
• Perform deep technical analysis to identify root cause and implement long-term solutions
• Collaborate with Product and Engineering teams to investigate issues, file bug reports, and drive resolution

Collaboration & Communication

• Demonstrate strong written and verbal communication skills, with the ability to clearly explain complex technical issues to both technical and non-technical audiences
• Partner with Tier 1 and Tier 2 engineers to provide guidance, validation, and next steps on escalated issues
• Participate in customer calls or screen sharing sessions when required to investigate or resolve issues

Mentorship & Enablement

• Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets
• When appropriate, return tickets to Tier 1 or Tier 2 with clear direction for resolution
• Share knowledge and solutions to improve team capability and reduce repeat escalations
• Act as a conduit between Support and Product/Engineering teams, ensuring clear and timely communication in both directions
• Provide structured feedback to Product/Engineering on customer issues, bugs, and recurring patterns
• Communicate updates, findings, and resolutions from Product/Engineering back to Support teams

Process, Quality & Problem Management

• Operate within established escalation processes (T1 -> T2 -> T3) and ticket lifecycle expectations
• Take ownership of Problem tickets, driving investigation, coordination, and resolution across Support, Product, and Engineering teams
• Provide clear and consistent updates on Problem ticket progress to relevant stakeholders
• Identify recurring issues or systemic gaps and contribute to continuous improvement efforts

Documentation & Knowledge Sharing

• Produce clear and concise root cause analysis (RCA) documentation
• Create and maintain internal knowledge base articles and troubleshooting documentation
• Contribute to shared knowledge repositories, FAQs, and known issue tracking

Qualifications

Required

• 4+ years of experience in technical support or a similar engineering role
• Strong troubleshooting and problem-solving skills in complex environments
• Experience with Microsoft cloud technologies, including Azure, AVD, and Intune
• Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls)
• Experience supporting Windows desktop environments (Windows 10/11, multi-session)
• Strong written and verbal communication skills
• Ability to work independently while collaborating across teams

Preferred Qualifications

• Experience with Windows Server and Remote Desktop Services
• Familiarity with virtualization technologies (VMware, Citrix, Hyper-V, Nutanix)
• Experience with FSLogix and user profile/container management
• Experience supporting SaaS or cloud-based platforms
• Experience working in an MSP or high-volume support environment
• Familiarity with scripting (PowerShell preferred)
• Microsoft certifications (AZ-104, AZ-140, AZ-305, MD-102)
• ITIL Foundation certification (or higher)

Benefits and Incentives

• Competitive Base and Incentive Plan
• Stock Options
• Health and Welfare Plans
• Life and Disability Plans
• Retirement Plan
• Unlimited Flexible Paid Time Off, including your birthday off!
• Collaborative Team Culture