Senior IT Escalations Engineer

Overview:

Trajector is where purpose meets progress. We specialize in medical evidence services that become the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,800 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

We are looking for a highly experienced Senior IT Escalations Engineer to join our Technical Support team. This role demands a deep technical background and the ability to manage complex and critical issues that require advanced troubleshooting and cross-functional collaboration. As a Senior Escalations Engineer, you will leverage your technical expertise to drive timely resolutions and improve product quality while ensuring customer satisfaction. Remote or onsite at Gainesville, Florida corporate office 

• Competitive compensation ranging from $93,000 - $100,000 per year with total compensation at a range of approximately $100,000 - $110,000 per year.  
• Medical, dental, vision, 401k program, and more.
• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI.
• Joining a rapidly growing organization.

• Complex Issue Resolution: Lead the investigation and resolution of highly complex technical issues escalated from support teams and operation teams, utilizing advanced troubleshooting techniques and in-depth knowledge of our products and technologies.
• Technical Expertise: Provide expert-level support in technologies, platforms, or systems, ensuring effective resolution of issues related to networking, databases, cloud infrastructure, and applications.
• Customer Liaison: Act as the primary technical point of contact for escalated cases, effectively communicating complex technical information to customers and stakeholders, and managing their expectations throughout the resolution process.
• Cross-Functional Collaboration: Work closely with engineering, product management, and vendors to identify root causes, drive resolution efforts, and implement preventive measures.
• Documentation and Knowledge Management: Maintain comprehensive documentation of escalated issues, solutions, and best practices to enhance team knowledge and improve future troubleshooting efficiency.
• Process Improvement: Analyze trends in escalated issues to identify systemic problems, and propose improvements to processes, tools, and documentation to enhance overall team performance.
• Performance Analysis: Monitor and report on escalation metrics and key performance indicators (KPIs), root cause analysis (RCAs), contributing insights to management regarding team performance and customer satisfaction.

• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
• Bachelor’s degree in computer science, Engineering, or a related field; or equivalent experience.
• 7+ years of experience in technical support or engineering roles, with a minimum of 3 years in a senior escalation or advanced support position.
• Extensive experience with specific technologies, platforms to the company, including but not limited to:
  • Networking protocols (TCP/IP, DNS, DHCP)
  • Cloud and Telephony platforms (AWS, Azure, Google Cloud, 8x8, 3CX, etc.)
  • Operating systems (Windows, MacOS)
  • Application performance monitoring tools
• Proven ability to diagnose and resolve complex technical issues under pressure, utilizing a variety of diagnostic tools and methodologies.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to diverse audiences.
• Strong focus on customer satisfaction, with a sense of urgency, and demonstrated ability to manage challenging customer interactions effectively.
• Ability to work collaboratively with cross-functional teams and contribute to a positive team environment.
• Preferred Qualifications:
  • Relevant certifications (e.g., AWS Certified Solutions Architect, CCNA, ITIL).
  • Familiar with software development and scripting languages.
  • Familiar with incident management systems and ticketing tools (e.g., ConnectWise, Zoho Service Desk, Aha!).
• Minimum internet speed of 25 Download/10 Upload.

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.