Senior Escalation Engineer

Location: Ankeny, Iowa (In-Person) |
Type: Full-Time |
Team: Technical Services

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 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.

• 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

• 5+ years of MSP or enterprise IT experience with demonstrated project delivery capability
• Deep expertise in Microsoft 365, Entra , 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

• CompTIA Security+, Microsoft certifications (MD-102, AZ-104, SC-200), or equivalent
• Experience with Watch Guard, Crowd Strike, Huntress, Ninja One RMM, or HaloPSA
• Familiarity with compliance frameworks: NIST, CIS Controls, HIPAA
• Experience contributing to Q  or executive-level client conversations

• 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.

• Competitive pay commensurate with experience
• 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

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.