The date the source published, not the day we noticed it
(2026-09-24).
Last seen at its source 4h ago.
We have tracked this listing since 24 Oct 2026 (9 days). The employer's own board has carried it every time we have read it, most recently 4 hours ago.
Is it remote?
Remote in US
That is the location the employer filed this
posting under. Quoted as written — we do not re-word the source's own
location.
Who may apply?
United States
The description states no restriction of its own.
This is the source's own tag.
Pay not stated
Similar roles pay $155k–225k/yr
Middle 50% of 5309 listings that
do state pay — Engineering · all levels · United States ·
USD/year.
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Carried by 1 source
Greenhouseemployer's own boardfirst seen 9d ago ·
last seen 4h ago
The listing
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