Escalation Engineer (Tier 3 Support)

Overview

Job Description

Responsibilities

• - 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
• - 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
• - 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
• - 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
• - 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

Required Skills

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

Benefits

• - 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