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:
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
Attributes that will drive success:
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Abacus is reinventing how accounting firms operate by building AI agents that automate the tedious, repetitive workflows that teams currently face. Our core engine combines advanced OCR and LLMs to deliver truly intelligent back-office automation. We're already working with large enterprise clients, generating meaningful revenue, and backed by top-tier investors. We’ve accomplished all of this as a team of two, and we’re excited to grow our team. If you want to shape the future of accounting.