Shoreline Marketing Services
It Support
Job Description
Principal Technical Support Engineer (Executive‑Visible Escalations)
As the primary technical authority for high‑severity customer escalations, you will provide expert troubleshooting and solution guidance during live escalation bridges, while Escalation Managers handle customer messaging.
Responsibilities
- Lead technical resolution of P1/P0 customer escalations, joining live escalation bridges and providing diagnosis, technical direction, and evidence.
- Explain system behavior and failure modes in clear, non‑technical language, supporting customer and executive conversations.
- Partner closely with Escalation Managers to ensure accurate, defensible technical narratives.
- Conduct advanced diagnostics using observability platforms (Grafana, application logging, Wireshark, etc.) and apply foundational knowledge of Azure cloud, Windows, networking, identity, and API integration.
- Isolate root causes, validate hypoth...