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Added 36 mins ago
Principal Engineer, Agentic AI
Jobgether
Remote, United States
As a Principal Engineer, Agentic AI, you will play a pivotal role in shaping the next generation of an innovative SaaS platform serving the automotive repair industry. You will drive…
Added 3 hours ago
Sales Enablement and Operations Lead
Jobgether
Remote, United States
The Sales Enablement and Operations Lead will build and own the systems, processes, and training programs that support a rapidly growing go-to-market organization. As the first dedicated…
Added 9 hours ago
RI
Staff Turbomachinery Engineer
Radiant Industries
El Segundo, CA
- $200,500 to $314,475 USD / year
…infrastructure like military bases, data centers, hospitals, and remote sites, as well as the commercial main street businesses that keep America running. Founded in 2020, Radiant is under…
Added 1 day ago
Engineering Director
Bridgenext
UNAVAILABLE
At Bridgenext, we engineer Growth Operating Systems. Most enterprises have spent millions on their revenue stack and still aren't seeing the growth they expected.They have tools that…
Added 1 day ago
Lead Platform Engineer (Full-Stack)
Young Basile
Troy, MI
Lead Platform Engineer (Full-Stack) (Troy, MI - Hybrid (Remote and In Person))
Added 1 day ago
GTM Systems Engineer
Roboflow
Remote, United States
We’re hiring a GTM Systems Engineer to build and scale the systems our revenue team runs on, reporting into the Revenue Operations lead and working hand-in-hand with sales leadership,…
Added 1 day ago
M
Senior Software Engineer
myLaurel
Remote, United States
- $170,000 to $190,000 USD / year
Seeking an experienced Senior Software Engineer to help design, build, and scale mission-critical systems that empower our clinicians, field responders, and care coordination teams. In this…
Added 1 day ago
PN
Software Engineer II - Building Applications
Pacific Northwest National Laboratory
UNAVAILABLE · Portland, OR · Seattle, WA · Richland, WA
- $109,000 USD / year
The BS&DG is seeking a Software Engineer II - Building Applications with strong knowledge of software engineering and web application development to contribute to building technology…
Added 1 day ago
T
Staff Software Engineer
TEKsystems
Mountain View, CA
- $80 to $95 USD / hour
Location: This is a preferred onsite position based in Mountain View, CA. Remote candidates may be considered; however, remote employees will not be eligible for full-time conversion.
Added 1 day ago
Staff ML Systems Engineer
General Motors
Olympia, WA
We own a modern full‑stack architecture including TypeScript/React, Python, GraphQL, Golang , and ML model services , which powers data‑annotation pipelines and machine‑led training data…
Added 1 day ago
U
Sr Staff Engineer - Mobile and Edge Networking
Uber
Seattle, WA
- $267,000 to $297,000 USD / year
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight…
Added 2 days ago
Director, AI Engineer (Remote Eligible)
Capital One
Dover, DE
Capital One is open to hiring a Remote Employee for this opportunity.
Added 2 days ago
Sr. Software Engineer (Node)
Jobgether
Remote, United States
We are looking for an experienced backend engineer to lead the design and development of scalable, reliable backend systems. In this senior role, you will take ownership of complex…
Added 2 days ago
VL
Sales Development Rep -SF Bay Area
vCluster Labs
Remote, United States
- $100,000 to $120,000 USD / year
…experience on their own GPU infrastructure. Our platform runs the full stack an operator needs, from bare metal provisioning and node lifecycle management up through managed Kubernetes,…
Added 2 days ago
VL
Sales Development Rep -NYC
vCluster Labs
Remote, United States
- $100,000 to $120,000 USD / year
…experience on their own GPU infrastructure. Our platform runs the full stack an operator needs, from bare metal provisioning and node lifecycle management up through managed Kubernetes,…
Added 2 days ago
J
Senior Software Development Engineer (Full Stack)
Jobgether
Remote, United States
- $140,000 to $155,000 USD / year
…steps. Our partner is looking for a Senior Software Development Engineer (Full Stack) based in the United…
Added 2 days ago
Principal Security Engineer
Jobgether
Remote, United States
As a Principal Security Engineer, you will provide advanced security engineering expertise to support the assessment, authorization, and continuous monitoring of cloud-based systems within…
Added 2 days ago
Senior Forward Deployed Solution Engineer
Jobgether
Remote, United States
The Senior Forward Deployed Solution Engineer will lead complex customer deployments, translating strategic business and mission objectives into reliable, production-ready technical…
Added 2 days ago
Forward Deployed Software Engineer
Jobgether
Remote, United States
As a Forward Deployed Software Engineer, you will work at the intersection of software architecture, product development, and customer collaboration to solve complex technical challenges.…
Added 2 days ago
Senior Staff Full-stack Engineer - Global Payment Network (Remote - Eligible)
Capital One
Jackson, MS
As a Senior Staff Engineer at Capital One, you will be part of a community of technical experts working to define the future of banking in the cloud. You will work alongside our talented…
Added 2 days ago
Senior Platform Engineer - NBA
Humana
Boston, MA
The Senior Platform Engineer keeps the entire NBA platform healthy, reliable, and maintainable for the long term. You develop a working understanding of every layer of the technology stack…
Added 2 days ago
Senior Platform Engineer - NBA
Humana
Cheyenne, WY
The Senior Platform Engineer keeps the entire NBA platform healthy, reliable, and maintainable for the long term. You develop a working understanding of every layer of the technology stack…
Added 2 days ago
BR
Radar Perception Engineer
Blue River Technology
Remote, United States
- $131,000 to $228,000 USD / year
We are seeking a talented Radar Perception Engineer to join our team to develop and optimize the Radar Perception stack. You will play a critical role in enabling robust autonomy for our…
Added 2 days ago
Senior Platform Engineer - NBA
Humana
Providence, RI
The Senior Platform Engineer keeps the entire NBA platform healthy, reliable, and maintainable for the long term. You develop a working understanding of every layer of the technology stack…
Added 2 days ago
Senior Platform Engineer - NBA
Humana
Frankfort, KY
The Senior Platform Engineer keeps the entire NBA platform healthy, reliable, and maintainable for the long term. You develop a working understanding of every layer of the technology stack…

Velocity1

Escalation Engineer

Nashville, TN, United States

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Job details

Experience: 5+ years of IT support experience with proven escalation ownership (Tier 3 or equivalent).
Posting language: English
Posted: Oct 30, 2026

Original job description

Summary/Objectives

The Escalation Engineer (Tier 3) owns complex technical issues end-to-end, restores services quickly, and reduces repeat incidents through root cause analysis, documentation, and standardization. This role is highly customer-facing and requires the ability to communicate clearly with non-technical stakeholders while troubleshooting across networking, server/virtualization, and Microsoft 365 identity. Most work is remote support from our office, with hands-on staging/build/testing as needed.

This role requires a strong customer-facing mindset with an emphasis on active listening, clear communication, and calm, professional engagement with SMB owners, including the ability to explain technical issues in business terms and provide proactive status updates. The engineer is expected to lead small-to-mid sized projects end to end, partnering effectively with project and account teams while clearly documenting scope, risks, and customer decisions. Consistent documentation and process discipline are critical, with thorough ticket notes, repeatable troubleshooting steps, and ongoing contributions to standard operating procedures and knowledge base content.

Essential Functions

Networking and firewall (Sophos-centric)

Explain and troubleshoot VLANs, subnetting, private addressing, DHCP, and DNS in production.
Implement and troubleshoot NAT (outbound and port forwarding) and firewall rule sets.
Troubleshoot VPNs (site-to-site and remote access) and validate traffic flow end-to-end.
Resolve common SMB network issues (loops, bad uplinks, mis-tagged VLANs, DHCP scope issues, DNS misconfiguration).
Strong preference: hands-on Sophos firewall experience in production (or equivalent with clear transferability).

Switching and wireless (Ruckus and Aruba)

Production experience with at least one of the following: Ruckus (APs/switching) or Aruba (switching/wireless).
Turn up switches/APs; configure VLANs and SSIDs; troubleshoot connectivity, roaming, and basic RF/coverage issues.
Operate effectively in mixed-vendor environments (not Cisco-only).

Hands-on staging and deployment (in-office)

Rack/stack, power, labeling, patching, and uplink validation.
Console access when needed (serial/USB) and initial device turn-up.
Baseline configuration: management IP/gateway, credentials, SSH, backups of configuration where applicable.
Cutover validation and rollback thinking before shipment/hand-off (or remote cutover coordination).

Virtualization and server (Scale, VMware, Hyper-V)

Troubleshoot VMware and/or Hyper-V (hosts, VM performance/availability issues, networking/storage basics).
Scale Computing familiarity is a plus (or similar HCI experience with demonstrated ability to ramp quickly).
Windows Server administration: roles/features, patching, backups/restore concepts, and common troubleshooting patterns.

Microsoft 365 and identity (Commercial, GCC, GCC High)

Comfortable working beyond user accounts in Microsoft 365 admin experiences.
MFA and Conditional Access fundamentals (where to configure, common policies, and how to avoid lockouts).
Hybrid identity concepts; AD Connect basics strongly preferred (what it does and common sync troubleshooting).
Escalation-level troubleshooting across core services (Exchange Online/Teams/SharePoint fundamentals).

Work Environment

This job operates primarily in a professional office environment. The role provides remote support into customer environments from our office and performs hands-on staging/build/testing of equipment in an office/lab setting. Onsite customer visits may be required based on contract scope.

Physical Demands

This position may require standing, bending, and lifting equipment during staging/build activities. Ability to lift and carry up to 40 lbs, and to rack/mount equipment with assistance as needed.

Position Type/Expected Hours of Work

Full-time. Typical schedule is Monday through Friday during business hours. Occasional evening/weekend work may be required for critical incidents, maintenance windows, or cutovers. Light on-call rotation (typically once every few months); occasional after-hours work during critical incidents or cutovers.

Travel

Onsite customer visits may be required for specific contracts, cutovers, or escalations (not routine by default).

Required Education and Experience

U.S. citizenship required to support certain regulated customers and environments.
5+ years of IT support experience with proven escalation ownership (Tier 3 or equivalent).
Strong networking fundamentals: VLANs, subnetting, DHCP/DNS, routing basics, and troubleshooting methodology.
Hands-on firewall experience in production: NAT, rule sets, VPN troubleshooting, and change validation (Sophos preferred).
Production experience with Windows Server and Active Directory fundamentals (AD DS, DNS; basic GPO knowledge).
Microsoft 365 administration beyond user accounts (identity and security fundamentals; Conditional Access knowledge strongly preferred).
Strong customer-facing communication and active listening; able to work directly with SMB owners.

Preferred Education and Experience

MSP experience supporting multiple customers with differing standards and tooling.
Switching/wireless experience (Ruckus and/or Aruba preferred).
VMware and/or Hyper-V experience; Scale Computing experience is a plus.
PowerShell scripting/automation (runbooks, repeatable fixes).
Compliance/security exposure (CMMC/NIST/CIS) and secure configuration practices.
Preferred platforms (plus): Sophos, Ruckus, Aruba, Scale Computing, Hyper-V, VMware (plus; not required).

Work Authorization/Security Clearance (if applicable)

U.S. citizenship required to support certain regulated customers and environments.

AAP/EEO Statement

Velocity1 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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More about this job

Skills

Root cause analysis
Troubleshooting
Microsoft 365
Active listening
Troubleshoot
DHCP
DNS
VMware
Microsoft Windows Server
Microsoft Access
Microsoft Exchange
Microsoft Teams
Microsoft SharePoint
VPN
Microsoft Active Directory
Communication skills
Microsoft PowerShell
Regulatory compliance
Recruitment

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