Escalation Engineer
Location: Ankeny, Iowa (In-Person) | Type: Full-Time | Team: Technical Services
Who We Are
Tier 3 Technology Solutions is a Managed IT and Cybersecurity firm based in Ankeny, Iowa. We protect the everyday heroes of local and regional businesses across the Midwest and South — the owners, operators, and teams that keep organizations running. We specialize in mid-size companies where the stakes are real and the work actually matters.
We grow deliberately and hire the same way. If you want a seat where your work is visible, your accountability is clear, and your impact is real — this is it.
The Role
The Escalation Engineer is our highest-level technical individual contributor. You are the last internal stop before a problem goes to a vendor or outside resource — and most of the time, you solve it before it gets there.
You rotate through every layer of our service delivery model on a 30-day Tour of Duty cycle. That rotation keeps you connected to the client experience, raises first-touch resolution across the team, and ensures our most capable engineers are never siloed. You do not sit in one lane. You raise every lane you move through.
What You Will Do
- Serve as the final technical escalation point for complex issues across the client base
- Lead client onboarding and stabilization engagements — scoping, planning, and executing end-to-end
- Execute infrastructure migrations, cloud deployments, and major technical projects
- Rotate through all service delivery tiers on a 30-day Tour of Duty cycle
- Identify and document change orders — recognize scope growth and flag it before it becomes a problem
- Contribute to QBRs and strategic technical planning conversations alongside the Client Success team
- Mentor IT and Senior Engineers — share your reasoning, not just your solutions
- Maintain and improve internal documentation and runbooks so your knowledge lives in the system
What You Bring
- 5+ years of MSP or enterprise IT experience with demonstrated project delivery capability
- Deep expertise in Microsoft 365, Entra ID, Intune, and hybrid identity environments
- Strong networking fundamentals: VLANs, firewall rules, VPN, DNS/DHCP
- Hands-on experience with enterprise security tooling — EDR, MDR, email security, or equivalent
- Demonstrated ability to run a client engagement independently — scoping through delivery
- The ability to explain complex technical problems clearly to non-technical business owners
- Ability to work in person at our Ankeny, Iowa office and travel to client sites as needed
Nice to Have
- CompTIA Security+, Microsoft certifications (MD-102, AZ-104, SC-200), or equivalent
- Experience with WatchGuard, CrowdStrike, Huntress, NinjaOne RMM, or HaloPSA
- Familiarity with compliance frameworks: NIST, CIS Controls, HIPAA
- Experience contributing to QBR or executive-level client conversations
Who Thrives Here
Our four core values are operational — they describe the people who succeed at Tier 3, not the aspirations we hang on a wall.
- See It Through — You own the result, not just the task. The job is not done until the outcome is achieved.
- Own the Mess — When something goes wrong, even if it was not your fault, you step in and make it right.
- Multiply the Team — You share what you know. You make the people around you better.
- Lead With Love — You see the human being on the other side of every interaction and treat them accordingly, even when it is hard.
Our Commitment to You
- Competitive pay commensurate with experience
- Health benefits
- Paid time off
- A structured 90-day onboarding system — built to set you up for success through hands-on coaching and process training
- A defined career path — the Escalation Engineer seat is the natural stepping stone to Technical Services Manager or the MSSP security track
- A team that takes the work seriously and each other personally
Attention to Detail — Read This
We run one of the most thorough hiring processes in our industry on purpose. About 70% of applicants do not make it past the first step — not because they lack skills, but because they did not follow basic instructions. If someone cannot follow directions when applying for a job, they will not follow our standards when doing work that matters to our clients. We take that seriously.
To apply, email your resume as a PDF to [email protected]. Your subject line must read exactly: Escalation Engineer Application – [Your Full Name]. In the body of your email, briefly describe the most complex technical problem you have ever solved and how you communicated the resolution. Applications that do not follow these instructions will not be reviewed. This is not bureaucracy. It is the first test.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
