Senior Escalation Engineer

Overview:

We’re looking for a hands-on Escalation Engineer / Technical Lead to act as the go-to expert for complex incidents, driving resolution, influencing strategy, and mentoring engineers.

If you’re passionate about Microsoft cloud, security, and solving real customer challenges... This is a high-impact role with visibility across engineering, projects,

Role Focus:

• Own & resolve technical escalations (3rd line / complex incidents) across cloud & infrastructure
• Act as the technical escalation point for Service Desk and wider teams
• Diagnose trends and proactively eliminate recurring issues
• Lead or support solution delivery (projects, migrations, implementations)
• Contribute to technical architecture, documentation & best practices
• Strengthen cyber security posture (monitoring, vulnerabilities, threat response)
• Mentor junior engineers and raise overall technical capability
• Collaborate with Sales on technical discovery & solution design

Tech Stack:

• Microsoft 365: Exchange Online, SharePoint, Teams, OneDrive, Intune
• Security: M365 Defender, EMS, Azure Security, Cloud App Security
• Azure: Core services, identity, security & administration
• Infrastructure: Windows Server, networking (routers/switches), VoIP
• Endpoints: Windows, macOS, mobile device management