# Escalation Engineer, Enterprise Service Desk

**Company:** [Abacus AI](https://zerogtalent.com/ai-companies/abacus-ai)
**Location:** Remote in US
**Work mode:** Remote
**Seniority:** Senior
**Employment type:** Full Time
**Category:** Operations
**Department:** Other
**Listed:** 2026-09-24

[View and apply on Zero G Talent](https://zerogtalent.com/ai-jobs/abacus-ai/escalation-engineer-enterprise-service-desk-8004978003)

## What you'll do

- Serve as senior escalation point for Tier 1/2
- Lead incident bridges during major outages
- Perform root cause analysis and preventative remediation
- Liaise with client CXM on technical roadmap
- Drive proactive remediation across client environments

## What you need

- 3-5 yrs Tier 3 support experience
- Advanced Windows domain administration
- Microsoft 365 and Azure/AWS cloud platforms
- Core networking (TCP/IP, DNS, routing, firewalls)
- PowerShell scripting and automation

## Job description

**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
-   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

## Other open roles at Abacus AI

- [Technician, Site Services](https://zerogtalent.com/ai-jobs/abacus-ai/technician-site-services-8196399003) — Dubai, Dubai, United Arab Emirates
- [Engineer, Enterprise Service Desk](https://zerogtalent.com/ai-jobs/abacus-ai/engineer-enterprise-service-desk-8197560003) — Kent, England, United Kingdom
- [GRC Analyst](https://zerogtalent.com/ai-jobs/abacus-ai/grc-analyst-8193666003) — Chennai, Tamil Nadu, India
- [Analyst, Enterprise Service Desk](https://zerogtalent.com/ai-jobs/abacus-ai/analyst-enterprise-service-desk-8197193003) — New York, New York, United States
- [Security Remediation Engineer](https://zerogtalent.com/ai-jobs/abacus-ai/security-remediation-engineer-8192511003) — Chennai, Tamil Nadu, India

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