Escalation Engineer, Enterprise Service Desk

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 DescriptionDuties 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 SpecificationQualifications and ExperienceEducationFrom an accredited college or university in the related field of:Required/Preferred