Support Escalation Engineer - L4 (Night Shift - 10pm-6am)

We are working with a global managed services provider specialising in data protection and cyber resilience who are looking for an experienced Escalation Engineer to join its night support team. This is a senior technical role focused on resolving complex incidents across backup, storage, and infrastructure environments, while acting as a key escalation point for the wider support function. Key Responsibilities Provide advanced support across backup, recovery, infrastructure, and networking issues Act as a senior escalation point for complex incidents and service requests Troubleshoot across storage, virtualisation, and cloud environments Ensure tickets are managed within SLAs and documented accurately Collaborate with internal teams and external vendors to drive resolution Support deployment and configuration of backup/recovery solutions Mentor junior engineers and contribute to knowledge sharing Experience & Skills ~5+ years in technical support, ideally within an MSP or enterprise environment Strong experience with backup technologies (e.g.

Veeam, Commvault, NetBackup) Solid understanding of virtualisation (VMware, Hyper-V, Nutanix) Knowledge of cloud platforms (Azure, AWS or GCP) Experience with storage (SAN/NAS), networking fundamentals, and servers (Windows/Linux) Strong troubleshooting, communication, and stakeholder management skills Comfortable working independently in a high-pressure, night shift environment What We’re Looking For Customer-focused with a proactive, problem-solving mindset Strong analytical skills and attention to detail Ability to handle critical issues and prioritise effectively