OpenWorks Bogota, D.C., Capital District, Colombia Escalation Engineer Hello there! At OpenWorks, we are actively seeking an Escalation Engineer for one of our clients. This is a hybrid, full-time, indefinite-term employee position based in Bogotá, Colombia. This company, based in the United Kingdom, specializes in Cloud Services, helping businesses scale securely with innovative cloud-based solutions. With a strong focus on efficiency, security, and automation, they provide high-quality managed services and cloud migration expertise. As part of their expansion, they have recently opened their first offices in Bogotá, Colombia, and this position will be part of their growing Colombian team. This is a great opportunity to join a dynamic company at a time of rapid growth and make a significant impact. As an expert in Microsoft and Azure, you will act as an escalation point for technical issues raised by the wider support team. You’ll manage escalated tickets from clients in New York and the UK, assist with technical troubleshooting, implement automation solutions, and support cloud infrastructure projects. If you’re passionate about solving complex issues, improving processes, and working with cutting-edge cloud technologies, this is the perfect opportunity for you. ABOUT THE ROLE Set up: Hybrid. Primarily be based in the shared office with occasional remote/work-from-home options, with the potential to transition into a fully remote position over time. Type of Contract: Full-time, Indefinite term employee. Salary: You set up your monthly salary! Benefits: All legal local benefits, and growth opportunities. What You’ll Do Provide top-tier support to clients in New York and the UK. Manage escalated tickets and customer requests efficiently. Troubleshoot and resolve technical issues escalated by the support team. Assist with customer onboarding and cloud migration projects. Implement automation and efficiency measures using scripting, coding, and API integrations. Manage and maintain SaaS services, security operations, and cloud platform infrastructures. Help improve internal processes, documentation, and service automation. Work collaboratively with the team leader to ensure high-quality service delivery. Maintain a standard 8-hour shift schedule between 7 AM and 5 PM, Monday to Friday (flexible), with a rotating shift system. English Proficiency: Advanced English (C1/C2 level) to support international clients. Experience: 5+ years in IT support roles, including 3-5 years at Managed Services Provider (MSP) companies. Strong troubleshooting skills in Windows OS, applications, email flow and routing, and Office 365 services. Experience with Intune, device management, compliance, and Group Policy/ADMX. Knowledge of public DNS records, SCCM, and RMM applications. Understanding of SCIM, SSO with Azure AD, and security best practices. Proficiency in PowerShell scripting for administration and automation. Expertise in backup best practices and restore processes. Knowledge of networks, switching, routing, and traffic management. Experience with Azure infrastructure design, deployment, and migration. Cloud & Security, knowledge of the following vendor services extremely beneficial: Mimecast, ProofPoint, Cisco Duo, Exclaimer, Dropsuite, KnowBe4, Datto RMM, Acronis, Windows Hello for Business, Azure IaaS, Azure Backup, Azure Site Recovery. Certifications: Current Microsoft Certifications (AZ or MS tracks) at the Associate or Expert level. BENEFITS Flexible Salary: You set up your monthly salary—just name it! All Local Benefits: Enjoy the full suite of employment benefits in Colombia. Stable Role with Growth Opportunities: The company is growing, offering chances to step into team leader or managerial roles in the future. Steps of the Process 30-mins screening interview with OpenWorks recruiter. Technical interview with HR Manager client. Interview with Head of Engineering. Final meeting with CTO. Don’t miss out on the chance to work in a fast-growing Cloud Services company in the UK while advancing your career! Apply now! Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr