# Escalation Engineer, Enterprise Service Desk at ABACUS > Remote · United States · Unspecified · Software engineering · open. Source: https://alderhq.app/jobs/greenhouse%3Aabacus%3A8004978003 (read 2026-11-06). ## Facts (observed) - Company: [ABACUS](https://alderhq.app/companies/abacus) - Location text: Remote in US; Remote in US - Where it can be done from (inferred): Remote · United States (evidence: "Location: Remote in US; Remote in US") - Posted: 2026-09-24 (43 days ago) - First seen by alder: 2026-11-03 · last verified: 2026-11-04 - Reposted: 0 times · edited: 0 times - Apply on the employer's site: https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=8004978003 - Skills listed (inferred): AWS, Azure ## Pay and sponsorship - Posted pay: not posted - Market band for similar posted roles (United States, n 5866): p25 $126k, median $158k, p75 $200k ## Description (the employer's text) ### 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 ### Knowledge, Skills, and Abilities - Advanced Windows domain administration and troubleshooting - Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD - Storage Area Networks (Nimble, Pure Storage) - Public cloud platforms (Azure and AWS) - Multi-factor authentication solutions (Microsoft Authenticator, DUO) - Backup and recovery solutions (Veeam, MSP360, AWS) - Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls - Citrix XenApp administration - Identity and access management (Okta) - Windows Server and Linux Server OS management - Virtualisation platforms (VMware, Proxmox) - Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast) - PowerShell scripting - Endpoint protection / Anti-Virus software (SentinelOne) - VoIP systems and platforms (Cisco, Microsoft Teams) - The engineer raises the technical maturity of both the client and the service desk ### Attributes that will drive success - Clients view the engineer as a trusted resource --- Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aabacus%3A8004978003 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.