Escalation Engineer, Tier 3 Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the ultimate escalation point for intricate or high-impact customer concerns.

• Assume responsibility for escalated tickets, guiding them from investigation to resolution as necessary.

• Conduct thorough technical analyses to uncover root causes and apply enduring solutions.

• Collaborate with Product and Engineering teams to examine issues, submit bug reports, and expedite resolutions.

• Exhibit exceptional written and verbal communication abilities, capable of articulating complex technical matters to both technical and non-technical stakeholders.

• Work alongside Tier 1 and Tier 2 engineers to offer guidance, validation, and next steps on escalated matters.

• Provide technical support to Tier 1 and Tier 2 engineers to facilitate the progression and resolution of escalated tickets.

• Generate clear and concise root cause analysis (RCA) documentation.

• Develop and maintain internal knowledge base articles and troubleshooting documentation.

⛳️ Requirements

• Over 4 years of experience in technical support or a comparable engineering position.

• Strong troubleshooting and problem-solving capabilities in complex environments.

• Proficiency with Microsoft cloud technologies, including Azure, AVD, and Intune.

• Comprehensive understanding of networking principles (DNS, TCP/IP, firewalls).

• Experience in supporting Windows desktop environments (Windows 10/11, multi-session).

• Excellent written and verbal communication skills.

• Ability to work autonomously while fostering collaboration across teams.

🏝️ 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!