Escalation Engineer

Salary: $85,000 - 105,000 per year Requirements: We require prior MSP experience; you should understand co-managed clients, utilization expectations, and the importance of thorough ticket notes. You need strong hands-on troubleshooting skills across Windows Server, Microsoft 365, networking, and endpoint environments. You should be able to diagnose and support firewall and switch issues confidently and defend your approach in an interview. You must be capable of working independently onsite at client locations without close supervision. You need strong documentation discipline and a consistent habit of recording work accurately. A valid drivers license and dependable transportation are required. Nice to have: CCNA, Network+, Microsoft certifications, or equivalent practical experience. Nice to have: direct experience with IT Glue and Autotask. Nice to have: background in a co-managed support environment. Responsibilities: We own technical escalations when Tier 1 or Tier 2 support reaches a dead end. We resolve issues both remotely and onsite, including travel to client locations when needed. We troubleshoot complex network issues involving firewalls, VLANs, routing, switching, and wireless. We communicate clearly with clients and translate technical problems into plain language. We document all work thoroughly in IT Glue. We maintain accurate tickets and time entries in Autotask. We turn effective fixes into reusable runbooks that strengthen the broader engineering team. Technologies: Firewall Support Microsoft 365 Network Windows Office 365 More: We are SPN Networks, a 24-year-old MSP based in Southern California and serving clients across apparel, beauty, construction, nonprofits, and finance. We are an 11-person team with a stable history and active growth plans, and this fully onsite role is based in Santa Fe Springs with client fieldwork included. You will report directly to our founder and CEO, work within an EOS-driven environment with clear scorecard metrics, and join a small, focused team where there is little room to hide but plenty of room to make an impact. We offer a competitive salary of $85,000 to $105,000 DOE, 401(k) with company match, medical, dental, vision, HSA, life insurance, paid time off, mileage reimbursement, on-call rotation, and certification and training reimbursement. last updated 29 week of 2026