Escalations and Problem Management (Senior Escalation Engineer)

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TYPE OF WORK

Any

SALARY

$10 - $13 (Depends on experience)

HOURS PER WEEK

40

DATE UPDATED

Oct 23, 2026

JOB OVERVIEW

Escalations and Problem Management

Job Advert
Full-Time Remote-First
Salary: $10 - $13 (Depends on experience)

The challenge

Every managed service provider has the same quiet problem. The clever engineer becomes the person everything gets thrown at, spends their week doing work three other people could have done, and never gets the two uninterrupted hours it would take to work out why the same fault keeps coming back. So it keeps coming back. For years. We have built this seat specifically to stop that happening here.

It is protected. A band technician cannot escalate to you directly - their Project / Account Manager has to approve it first, which means the easy stuff never arrives. Your manager's job description explicitly includes defending your thinking time. And you are measured on repeat i ---------- eliminated, not on tickets closed, which is a deliberate choice about what we want you to optimize for.

The role

You are the technical ceiling of the company. When a band cannot solve something, it comes to you, and there is nobody behind you. Two things happen with every escalation. The first is the obvious one: make it stop, because a facility with a medication records system down at four o'clock has residents whose evening rounds depend on it. You will be good at that under pressure, with a client listening, without your voice changing.

The second is the one that actually matters. Once it has stopped, you work out why it happened - properly, hypothesize and isolate and prove, not a plausible story that fits - and you write it down. Then you check whether the other band has the same latent problem, because they usually do and nobody has noticed yet. Then you either fix it permanently, or you hand it to a Cloud Automation Engineer to be automated out of existence.

That loop is the job. Firefight, root cause, pattern, permanent fix. Skip the last three and you are just a very good technician, and we already have those. You will also teach. Once a month you sit down with the technicians from both bands and walk them through what you have seen. Some of what lands on your desk should not have - and the cure for that is not gatekeeping, it is making them better.

What you will actually do

Resolve what the bands cannot: The technical ceiling for every client we serve, with nobody behind you
Take command in a severity: When it is serious you run it, and everyone else supports
Find the real cause: Hypothesize, isolate, prove - and be honest when the evidence does not support the tidy answer
Write the root cause up: Every major i ---------- , documented well enough for someone else to act
Scan for patterns: The same issue twice is systemic; check the other band before they find out the hard way
Engineer the workaround: Buy the client time, with the permanent fix scheduled behind it rather than forgotten
Feed the automation pipeline: Systemic problems become things the CAEs remove permanently
Teach monthly: A knowledge session with the band technicians, so the ceiling keeps rising underneath you
Return what should not have come: Incomplete escalations go back with what is missing, politely and consistently

Who we are looking for
You are genuinely curious about why things break. Not satisfied by a fix that works for reasons nobody can articulate. When a colleague says it just started working again, that bothers you, and you keep pulling at it.
You judge evidence well. Under pressure, with incomplete logs and a client on the line, you can tell the difference between what you know, what you are inferring and what you are guessing - and you say which is which.
And you finish. Root cause work has no external deadline and nobody chasing it. If you need pressure to close things out, the writeups will not get done, the patterns will not get spotted, and the seat will quietly become second-line support.

YOU WILL NEED
• Deep diagnostics across infrastructure, cloud and application layers
• Proven depth in M365 and networking
• A structured problem method they can explain - how they isolate, not just what they fixed
• Calm under a live i ---------- with a client listening
• Writes clearly enough that a technician can follow the reasoning afterward
• Willing to decline work that somebody else should be doing
• Works Philippines hours aligned to US Eastern, to 18:30 ET at the latest

BONUS POINTS FOR
Healthcare facility or regulated- industry exposure
• Halo PSA experience
• Azure depth
• Has held major i ---------- command in a live client environment
• Already holding Microsoft 365 Certified: Enterprise Administrator Expert or UniFi Full
• Stack Professional - we fund it either way

CERTIFICATION WE FUND
Microsoft 365 Certified: Enterprise Administrator Expert - Required
• UniFi Full Stack Professional - Required
We pay for the training, the first exam sitting and the time to take it. A resit after a failed attempt is self-
funded. You do not need any of these on day one

What this role is not
- It is not second-line support. If you want a full queue and a high ticket count, this will feelstrange. We will actively stop you working that way.
- It is not a management seat. You have no direct reports. Your influence comes from being trusted and from teaching, not from authority.
- It is not a heroics seat. The measure is repeat i ---------- eliminated, not i ---------- attended. Being indispensable in a crisis is easy; making the crisis stop recurring is the job.
- It is not client-facing in the relationship sense. You will be on client calls during i ---------- . The relationship stays with the PAM, and you hand it back when the i ---------- closes.

What you will get
- Protected time to think - Written into the model, defended by your manager, and the reason this seat exists at all.
- Fixes that stay fixed - A route from your root cause analysis into an automation engineer's sprint, so the problem
you solved does not come back in a different client.
- Purpose you can commit to - Every recurring fault you eliminate contributes to eliminating repetitive IT tasks for 1 million healthcare workers by 2050.
- Only hard problems - The PAM gate means the trivial never reaches you. Everything on your desk is genuinely
difficult.
- A visible route on - Technical Account Manager, Solutions Architect and Central Services Manager are
all reachable from here, and all written down.

About ElasticlT
We are building a world where healthcare workers never wait for technology. We specialize in healthcare IT for healthcare facilities, providing managed services, automation and HIPAA-compliant solutions so medical and care professionals can focus on their residents rather than their systems.

Our North Star is simple and audacious: by 2050 we will eliminate repetitive IT tasks for 1 million healthcare workers. Our purpose is to deliver the impossible under pressure, so that organizations transform their perception of what is possible.

OUR VALUES
SIMPLIFY THE OVERWHELMING: Cut through confusion with clarity and convert half-hour tasks into one-click wins
RESCUE WHEN OTHERS PANIC: Respond when others would panic and deliver the impossible under pressure
BUILD LASTING CAPABILITY: create tools that spread like wildfire and teams that work without micromanaging
PERSIST THROUGH CHAOS: Adapt when goalposts keep moving and turn disasters into relationships
ENABLE HUMAN PURPOSE: Remove barriers so the focus can be on patients, not systems

"The best week in this job is a quiet one, because it means the last three months Of
root cause work actually held. That is a strange thing to optimize for and it is exactly
what we are asking you to do."

How to apply:
Fill out this form - forms.cloud.microsoft/Pages/ResponsePage.aspx?id=mSS-jteCcUa2SUvZ2Pn71DLj3g8jt9NFjsUkZjVNOzBUNDA0M1oyOTZJSTFNVjEyRjBHTlA5Rko0Ni4u

SKILL REQUIREMENT
Technical Support Technology Proficiency Technical Analysis
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