Escalation Engineer

The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should prioritize client-facing issues over others, while being aware of the impact of proactive work done through monitoring and other alerts that may increase the overall quality of service.

They should be available, as time permits, for assistance to the other tiers of service as needed. They sit "between" the service desk technicians and the system engineers and may be called into either world, including to field work.