Escalations Engineer, L3

The Open Approach

Escalations Engineer (L3) delivering exceptional support and technical solutions in a rapidly growing tech company. Collaborating with clients and mentors to resolve complex engineering issues.

Posted 5/8/2026full-timeFort Collins • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $85,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCitrixCloudDNSFirewallsSwitchingVMwareVoIP

About the role

Key responsibilities & impact

Collaborate with coworkers, vendors, and work directly with clients via phone, email, and (occasionally) onsite visits to solve a wide variety of engineering technical issues.
When part of an engineering escalation, take ownership of an issue, seeing it through to the end and use the opportunity to mentor your Support Desk peers.
Be a great, first, technical interface of Open Approach with prospective clients to perform network and systems engineering assessments.
Coordinate and perform the technical onboarding of new clients.
Assist as needed with ongoing technical projects and R&D activities

Requirements

What you’ll need

Excellent written and verbal skills are imperative (previous Customer Service experience is a plus).
Have the enterprise level skills and awareness to understand and appreciate change control, proper documentation, and communication.
Project Management skills to communicate, develop timelines, communicate them effectively and hold all parties accountable.
Well-versed with Windows Server, Active Directory environments (Active Directory and Group Policy Management, DHCP, and DNS).
Solid Virtualized environment troubleshooting experience (Hyper-V, VMware, and corresponding clustering technologies).
Knowledge of VDI and/or Session-based desktop design and implementation (Citrix, Microsoft RDS).
Working knowledge of LAN and WAN infrastructure, particularly around switching, firewalls, policies, ingress/egress traffic management, and VLAN creation and management.
Familiarity of VoIP technologies and phone system management.
Security design and best practices for systems and networks.
Cloud infrastructure design and architecture is a plus (Azure, AWS, Microsoft 365 Business Intune).

Benefits

Comp & perks

Health, dental, and vision coverage with generous employer contributions
Company-sponsored Life, STD/LTD Disability, and Workers’ Compensation
401(k) with 4% match starting day one
Generous PTO (starting at 16 days, plus paid holidays)
Fully paid parental leave
Smartphone stipend for on-call rotation
Weekly company lunches, coffee, snacks, and a pet-friendly office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Windows ServerActive DirectoryGroup Policy ManagementDHCPDNSHyper-VVMwareVDICitrixAWS

Soft Skills

written communicationverbal communicationproject managementmentoringcollaborationaccountabilitycustomer serviceproblem-solvingtechnical onboardingchange control