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# Escalation Engineer

- **Company:** Spn Networks Inc.
- **Location:** Santa Fe Springs, CA, United States
- **Salary:** $85,000.0 - $105,000.0
- **Contract:** Permanent contract
- **Skills:** Windows Servers, Virtual Local Area Networks, Break Fix, Firewalls (Computer Science)
- **Published:** July 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0228fb0d72685f80

## About the Role

* MSP experience. Non-negotiable. You know what a co-managed client is, why utilization matters, and why the ticket note is as important as the fix.
 * Deep hands-on troubleshooting across Windows Server, M365, networking, and endpoint.
 * Firewall and switch work you can defend in an interview - vendor-agnostic, but you should have opinions.
 * Ability to work independently onsite at a client with nobody holding your hand.
 * Clean documentation habits. You write it down. Every time.
 * Valid driver's license and reliable transportation.

Nice to have:

 * CCNA, Network+, Microsoft certs, or equivalent scar tissue
 * IT Glue and Autotask experience specifically
 * Experience in a co-managed environment, * Billable utilization target is 80%. We're telling you up front because we'd rather you know now than find out in month three. If that number scares you, this isn't your seat. If you're already hitting it and nobody's noticed, we should talk., * working at a MSP: 1 year (Preferred)

## Description

We're hiring an Escalation Engineer - the primary technical point of contact when tickets go sideways. This seat is pivotal to our next phase of growth, and we're going to treat it that way. You'll report directly to our founder/CEO.

What you'll actually do

 * Own escalations. When Tier 1/2 hits the wall, it lands with you and it stops there.
 * Resolve issues remotely and onsite - you'll be in the car sometimes, and you'll like it, because you actually get to see the environments you're fixing.
 * Troubleshoot real network problems: firewalls, VLANs, routing, switching, wireless. Not "restart the router."
 * Be client-facing. Explain what happened in words a non-technical owner understands.
 * Document everything in IT Glue. We are serious about this. Undocumented work is unfinished work.
 * Work tickets and time in Autotask cleanly and accurately.
 * Make the engineers around you better. Your fixes should become our runbooks.


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