L3 Support Escalation Specialist

SUMMARY

As a Senior Support Specialist, you are the technical anchor of your support pod. You resolve the toughest tickets, take escalations from Support and Phone Specialists, and mentor the team, all while carrying your own queue and keeping members happy.

You are the person teammates turn to when they are stuck, and the one who turns a hard fix into a knowledge-based article, so nobody has to solve it from scratch again.

JOB RESPONSIBILITIES

• Resolve the pod’s most complex tickets across endpoints, identity, networking, and cloud.
• Take escalations from Support and Phone Specialists and see them through.
• Mentor and coach less-experienced specialists on troubleshooting and quality.
• Author and maintain knowledge-based articles in IT Glue from recurring fixes.
• Escalate cleanly to Systems Administrators and the Chief Technology Advisor when needed, with full context.
• Maintain high CSAT and first-contact resolution on advanced issues.
• Partner with TAMs on member-specific context and recurring problems.

QUALIFICATIONS

• 5+ years in higher level IT support with demonstrated depth across common MSP technologies.
• Strong background and experience in Network, Endpoint, Identity, and Cloud.
• Strong, independent troubl\eshooting and a bias toward proper, documented fixes.
• A helpful, patient style with teammates and members.
• Clear technical writing for knowledge articles.
• Reliability under a busy queue.
• A natural fit with our Core Values: balanced passion for our Company, Colleagues, and Clients; empathy; accountability; consistent, friendly communication; and a learning mindset.

Nice to have:

• Certifications (CompTIA, Microsoft, networking) and MSP experience.
• Familiarity with Halo PSA, NinjaOne, and IT Glue.
• Experience serving nonprofits.

Tools you’ll use:

• Halo PSA, NinjaOne RMM and backups, Google Workspace admin, IT Glue, Dialpad, Datto and Slide BCDR, password managers, and Strety, with AI assistants (Gemini and Claude) part of how we work.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule, which includes on-call coverage rotation, holidays, and weekends.