ESCALATION ENGINEER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Jun 04, 2025 - The Escalation Engineer experience in Systems operations and Networking, with a focus on monitoring and alarming. Skilled in cloud-based customer solutions, critical incident management, and internal communications. Proficient in Python, Ruby, ITIL processes, and AWS architecture, with strong problem-solving and communication abilities.

Essential Hard and Soft Skills for a Standout Escalation Engineer Resume
  • Troubleshooting
  • Root Cause Analysis
  • Documentation Management
  • Testing
  • Incident Management
  • Hardware Upgrades
  • Onboarding
  • Deployment
  • Security Coordination
  • UTM Configuration
  • Communication
  • Liaison Coordination
  • Mentorship
  • Self-Management
  • Process Improvement
  • Leadership
  • Team Collaboration
  • Customer Needs Analysis
  • Analytical Thinking
  • Problem-Solving

Summary of Escalation Engineer Knowledge and Qualifications on Resume

1. BA in Computer Science with 8 years of Experience

  • Experience working in a customer-facing role (Post-Sales or Customer Success with a Technical background is ideal).
  • Experience and knowledge of cloud deployment (Azure or AWS or GCP) and development tools (PowerShell, Azure-CLI, AWS or Google Cloud)
  • Strong written and verbal communication skills
  • Experience dealing with ambiguity: must have the ability to take initiative and work in a fast-paced environment while balancing multiple demands and shifting priorities
  • Highly motivated self-starter with a competitive personality and strong attention to detail.
  • Team player who possesses a desire and ability to work in a fast-paced, goal-oriented high growth sales environment
  • Exceptional communication skills, both oral and written, coupled with excellent listening skills
  • English Language: fluent in reading, writing, and speaking.
  • Proficiency and deep understanding of one or more of the SCEM technologies (SCOM, SCVMM, SCSM, SCO (Orchestrator).

2. BA in Information Technology with 2 years of Experience

  • Demonstrated skills and abilities to consistently create an amazingly positive experience for customers and Partners.
  • Experience articulating to customers why Microsoft 365 (Security, Compliance and Identity specifically) is a transformational industry change.
  • Self-driven engaging FastTrack Engineer with a proven history of demonstrated technical skills and leadership
  • Strong communication skills to effectively drive recommendations and land priorities across customers, partners, senior executives and organizational boundaries
  • Demonstrated ability to lead, manage, build, and deliver customer and partner business results through an engineering or professional services team
  • Strong technical leadership, and relationship building to create, reinforce, motivate and guide customers and partners
  • Strong problem-solving abilities ranging from conceptualization to implementation
  • Possess a broad knowledge base (L100) of Microsoft 365.
  • Microsoft field organizational experience is helpful
  • Applicants must be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business-impacting change and clarity.

3. BA in Network Engineering with 6 years of Experience

  • Significant work experience as an escalation engineer or similar position working across multiple stakeholder organizations
  • Strong foundation in troubleshooting and debugging experience with Cloud, AI-based Analytics, networking, storage systems and SaaS based solutions
  • Strong automation background, preferably in Python
  • Strong aptitude in troubleshooting / problem-solving and are a team player
  • Self-motivated, good verbal and written communication skills and comfortable working in an Agile methodology (rapid iterations, rapid releases, etc)
  • Ability to work independently and manage multiple priorities in a fast-paced environment and take on a variety of roles 
  • Experience in overall architecture and software design for products and solutions
  • Experience with design and integration of software running on multiple platform types.
  • Ability to effectively communicate product architectures, design proposals and negotiate options to management
  • Prior experience in cloud deployments, end to end system-level testing and characterization
  • Understanding of Virtualization (VMware/KVM/Hyper-V)
  • Prior experience working in Escalations team, QA/Test engineering or Customer Support functions

4. BA in Systems Administration with 3 years of Experience

  • Experience working with Exchange architecture in an enterprise environment
  • Experience troubleshooting with Exchange and related technologies (Microsoft Office 365/ Exchange Online, Exchange On-Premise, Etc.)
  • Experience with Exchange On-Premise and Exchange Online environments
  • Experience Microsoft Office 365 and/or Exchange On-Premise servers administration (2007/2010/2013/2016/2019)
  • Experience with Migrations to Exchange On-Premise to Exchange Online
  • Troubleshooting skills with Exchange Transport and Client Access
  • Troubleshooting experience with Device syncing.
  • Experience with Exchange Disaster Recovery scenarios
  • Deep understanding of Active Directory and DNS
  • Experience with Windows Server 2012 and 2016

5. BA in Software Engineering with 7 years of Experience

  • Experience in a customer-facing, or support role, or development role in any of the following: technical escalation support, product support, developer support, application support, or, application development using Microsoft SQL Server Analysis Services, or Azure Analysis Services
  • Experience in one or more of the following: Microsoft Azure Platform, Cloud Computing
  • Solid understanding of OLAP concepts and data modeling, proficient with Microsoft SQL Server Analysis Services and\or Azure Analysis Services
  • Familiarity with the on-premises data gateway for Azure Analysis Services
  • Working knowledge of Power Query
  • An understanding of the .NET Framework.
  • SQL Server awareness
  • Familiarity with development: tools, language, process, methods, troubleshooting
  • Experience with Data Integration solutions and services
  • Experience with Open Source technology 
  • Experience with C#, JAVA, .NET, PowerShell, CLI,
  • Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
  • Experience in a Tier 2/3 environment 

6. BA in Cybersecurity with 5 years of Experience

  • Experience in a customer-facing role
  • Experience developing and or maintaining solutions with Azure Cosmos DB, with a solid understanding or core concepts (partitioning, high availability, security, etc.) and or experience in any RDBMS and an understanding of general RDBMS concepts
  • Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting, customer or technical support and or consulting or end-user support
  • Experience with Azure Data Explorer or any NoSQL database systems like Mongo DB, Cassandra DB, etc.
  • Achieved one or more Azure data platform certification
  • Programming (.NET or Java) and debugging experience
  • Strong communication, customer empathy, problem-solving, and technical writing skills
  • Self-motivated and independent thinker who routinely translates circumstances and understanding into actions that move the business forward in a measurable manner
  • Ability to distill, prioritize and act on feedback from a variety of sources
  • Excellent problem-solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root causes and develop solutions

7. BA in Electrical Engineering with 4 years of Experience

  • Networking, Linux, programming experience, support mindset
  • Experience in a technical role in a software-related field
  • Very strong troubleshooting, and analytical skills and familiarity with relevant tools
  • Strong spoken and written communication skills with multiple stakeholders.
  • C/C++ experience
  • Experience with Perl/Python or equivalent language
  • Demonstrable proficiency in Linux system administration and shell scripting
  • Solid understanding of networking architecture such as routing/switching, IP, TCP/UDP and application layers such as HTTP, SMTP, etc.
  • Knowledge of network security concepts
  • Knowledge of MySQL or other relational databases

8. BA in Computer Science with 6 years of Experience

  • Experience with network security tools and diagnostics. E.g. Snort, nmap, tcpdump, tcpreplay, wireshark.
  • Extensive proficiency with information technology regarding both hardware and software
  • In-depth knowledge of Microsoft server and desktop operating systems, specifically Server 2019, 2016 and 2012 and Windows 8 and 10 as well as M365 Office, Exchange Online, OneDrive, etc.
  • Have a deep understanding of the OSI model. 
  • Working knowledge of Cisco Networking Standards (Hardware and Software), including Cisco Firewalls, Cisco Switching/Routing, Cisco Wireless, and other related technology.
  • Proficiency with TCP/IP protocols, IP address Gateways, Network Mask, etc.
  • Understanding of VPN LAN to LAN Tunnels, remote access VPN, and other encrypted VPN tunnels
  • Ability to administer Microsoft Active Directory and LDAP protocol, set up new users, security groups, group policies, and other admin AD functions.
  • Understanding of file security management, shared drives, network drives, and security permissions.

9. BA in Information Technology with 5 years of Experience

  • Strong Tier 2 level Technical Support experience.
  • Ability to handle escalated issues and work directly with engineering and product
  • Excellent communication (both oral, written, and interpersonal) and customer escalation management skills are a must.
  • Ability to run a meeting with customers and other vendors in a confident and professional manner.
  • Ability to write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)
  • Experience as a team leader or mentor, hands-on experience in mentoring, staff development or teamwork building.
  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude toward customers and team members.
  • General network knowledge (CCNA certification or equivalent experience).
  • Ability to read\write and understand code (Python) 
  • Previous experience in technical support, QA, customer-facing position
  • Experience in training, and great communication skills.

10. BA in Network Engineering with 9 years of Experience

  • Knowledge of Online Commerce or Billing Systems.
  • Superior problem-solving and troubleshooting skills, and ability to use various data collection tools and methodologies to analyze complex problems and execute solutions to address deficiencies impacting customers.
  • Experience working with Cloud Computing services (such as Azure, Amazon)
  • Demonstrable proficiency with Query Languages such as MySQL, SQL, Cosmos or Kusto
  • Passion for technology and customer support, belief that you can make a difference
  • Leadership and maturity to handle technically complex and politically hot customer situations
  • Strong communication skills with customers and engineering teams including the ability to present complex technical issues clearly to a general audience
  • Proven ability to work collaboratively with Engineering teams to influence architectural and product changes that improve customer experiences
  • Programming experience with ASP.NET, JavaScript/TypeScript, python, or any other OSS technologies and related debugging tools.

11. BA in Systems Administration with 5 years of Experience

  • Experience in Application security (web and On-premise software technologies)
  • Demonstrated Application Security experience including code review, threat modeling, and penetration testing
  • A thorough understanding of application security vulnerabilities (SSRF, CSRF, XSS, SQli, Insecure Deserialization) testing methods, and mitigation best practices.
  • Demonstrated experience in understanding code in the following languages: C#, JavaScript, TypeScript, and JAVA.
  • Cloud application experience - AWS, Azure
  • Knowledge of application software development, including automated build and delivery techniques
  • Understanding of Microservices architecture container orchestration and container platform security experience (Docker/K8s).
  • People person, team player, and strong can-do mentality

12. BA in Software Engineering with 6 years of Experience

  • Experience with incident management for mission-critical services
  • Experience in Systems (Windows/Linux) operations and/or Networking with an emphasis on monitoring and alarming
  • Experience building or supporting customer solutions in the cloud
  • Experience leading and managing critical incident internal communications
  • Industry-specific accredited certification(s)
  • Experience with Python, Ruby, PERL, Node.js or shell scripting
  • Knowledge of ITIL/Lean Processes
  • Excellent written and oral English communication skills
  • Ability to review complex details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision-making
  • Ability to work in ambiguous environments
  • Demonstrated critical thinking and logical problem-solving skills
  • Familiarity with AWS application architecture with a focus on high availability and fault-tolerant design

13. BA in Cybersecurity with 4 years of Experience

  • Experience in a technical support position within a networking technology company
  • Working knowledge of networking, understanding of packet flow and TCP session establishment
  • Working knowledge of routing protocols and understanding of TCP. 
  • Basic understanding of WAN technologies, bandwidth, and latency
  • Knowledge of IPVPN, IP, MPLS, OSPF, BGP and IPSec networking protocols
  • Understanding packet captures using tools like Wireshark
  • Experience with any of the following is a plus: TLS/SSL, HTTP, SMB, MAPI, NFS
  • Experience with UNIX/Linux/Microsoft, scripting 
  • Familiarity with virtualization technology and cloud technology (AWS/Azure)
  • Excellent communications skills, both oral and written
  • Excellent troubleshooting skills

14. BA in Electrical Engineering with 7 years of Experience

  • Background in Technical Support
  • Strong background in technology and broad industry experience in the telecom and or enterprise space, ideally with direct experience in firewalls
  • Proficiency with TCP/IP, Layers 4-7, broad application experience, routing protocols (BGP, OSPF), switching
  • Hands-on experience with private and public cloud platforms such as VMware/NSX, KVM, AWS, Azure or GCP. 
  • Experience should be beyond just user admin level and include building environments from ground up, maintenance and deep troubleshooting.
  • Familiarity with C and various scripting languages
  • Good communication skills. 
  • Effective prioritization and time management skills
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