Senior Escalation Engineer - MSP, Remote, US Shift, Azure

About Crown Computers

Crown Computers is a managed services provider headquartered in San Diego, California, managing networks, servers, and cloud infrastructures for approximately 60 small to mid-sized enterprises across the United States. Established 30 years ago, the company is fully virtual with a 13-person team who work remotely from various locations. The company has a long history of hiring engineers in India, including some who have been with them over 17 years. Candidates progressing far in the recruitment process are connected with current Indian employees for an authentic insight into working conditions and culture.

Role Overview and Responsibilities

This senior engineer role is the escalation point for more complex issues that Tier 1 and Tier 2 support teams cannot resolve. Responsibilities include ownership of escalated tickets after multiple touches or extended durations, troubleshooting across networking, Windows Server, virtualization, and Microsoft 365 environments. The engineer must maintain clear communication with the team, vendors, and occasionally clients, while documenting all resolutions comprehensively for future reference. Identifying recurring problems, recommending permanent solutions, and continuously improving processes are key parts of the role. Physical tasks such as hardware swaps or onsite visits remain with US-based engineers.

Preferred Candidate Profile

• Minimum 10 years of experience in IT support or systems engineering with proven Level 3/Tier 3 expertise, ideally within managed services providers.
• Strong networking knowledge including firewalls, switches, VLANs, VPNs, DNS, DHCP, and L2/L3 routing.
• Advanced proficiency with Windows Server technologies such as Active Directory, Group Policy, and virtualization platforms Hyper-V or VMware.
• Project engineering experience to drive projects to completion.
• Experience administering Microsoft 365 and Entra ID (Azure AD).
• Excellent written and verbal English communication skills, essential for documentation and calls with vendors and clients.
• Stable and reliable power and internet connectivity with contingency plans.

Technologies and Tools Utilized

The team uses tools and platforms including Kaseya VSA (transitioning to NinjaRMM), ConnectWise Manage, Hudu, Microsoft 365, Entra ID, Azure, Windows Server (versions 2012-2022), Active Directory, Group Policy, Hyper-V, VMware, Sophos, SonicWall, Ubiquiti, Acronis, Synology, DNS, DHCP, VPN, L2/L3 switching, Dell iDRAC, and Exchange. Candidates need strong expertise in several of these areas and willingness to learn others.

Work Schedule

Support aligns with client business hours of 8:00 AM to 5:00 PM San Diego time, which translates to approximately 8:30 PM to 5:30 AM Indian Standard Time, five days weekly. This schedule shifts by one hour twice yearly due to US daylight saving adjustments. Daily work begins with a 15-minute Microsoft Teams stand-up requiring camera participation, followed by autonomous work without frequent video calls. Engineers are expected to log work hours daily.

Compensation and Engagement

The role offers an annual remuneration between 3,250,000 to 4,000,000 INR, depending on experience and communication skills. This position is as a full-time international contractor paid monthly in US dollars, with salaries adjusted according to exchange rates. The compensation is deliberately set above market standards to ensure long-term retention.

Recruitment Process

• Initial application and screening questions.
• Technical interview conducted via Microsoft Teams (30-90 minutes), with video required.
• Written technical assessment.
• Paid practical exercise lasting 90 minutes in a live Microsoft 365 environment.
• References check and background verification.

Additional Information

Honest, concise communication highlighting realistic problem-solving experiences is highly valued over polished but impersonal responses.