Escalation Engineer

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.

• 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)

Pulled from the full job description

• Mileage reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account

Full job description

SPN Networks, Inc. - Santa Fe Springs, CA (Fully Onsite + Client Field Work) $85,000 - $105,000 DOE | Full-Time | Salaried | Reports to the CEO

You're the person other engineers come to when they're stuck.

You've been at an MSP. You know what it's like when the queue is stacked, three clients are down, and everybody's looking at the same person to make it stop. If you're good at that - and tired of being the only one who is - keep reading.

We're SPN Networks. We've been doing this for 24 years in Southern California, and we're not a body shop. We're an 11-person MSP serving clients in apparel, beauty, construction, nonprofits, and finance. Real environments. Real networks. Not password resets all day., * This is a fully onsite role. Not hybrid. Not remote-flexible. We're in Santa Fe Springs and we work together in the same building.

• There is an on-call rotation. We're saying it out loud instead of dropping it on you in week two.
• You'll drive to client sites and we reimburse mileage.
• We run on EOS. You'll have clear scorecard metrics and you'll know where you stand.
• We're a small team. There's nowhere to hide - but there's also nobody in your way.

What you get

• $85,000 - $105,000 depending on experience
• 401(k) with company match
• Medical, dental, and vision
• 10 days PTO + 1 week sick time
• Mileage reimbursement for client site visits
• Certification and training reimbursement - pre-approved and aligned with where we're going. We want you sharper than when you got here.
• Direct access to leadership - you report to our founder, a CISSP who still gets in the weeds
• A team that's been stable for two decades and is actively scaling

Pay: $85,000.00 - $105,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance