Escalation Engineer, Enterprise Service Desk

Remote Remote · Remote in US

awsazure enterprise service desk-financial services

greenhouse

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Job description

You will serve as a senior escalation point for high-visibility clients, ensuring technical stability and improvement. This role involves proactive leadership and collaboration with engineering teams to resolve complex incidents.

Details

Remote in US
3-5 years of Tier 3 Support experience
Shifts between 7:00am and 6:00pm, including out-of-hours escalation schedule
Skills required: AWS, Azure

The work

Act as the senior escalation point for Tier 1 and Tier 2 Service Desk administrators
Lead incident bridges during major outages for assigned clients
Perform root cause analysis and implement preventative remediation
Build trusted relationships with client stakeholders