Support Escalation Engineer



ASSA ABLOY is the global leader in access solutions, dedicated to satisfying end-user needs for security, safety and convenience. ASSA ABLOY has for the third time been listed by Fortune Magazine as one of the world's 100 most innovative companies. The Group has 48 500 employees and annual sales of EUR 8.1 billion.


PTI Security Systems is part of the Global Solution division. PTI is the most trusted name in security and new technology for the self-storage industry because we have a proven track record of providing the best access control products and solutions to fit your site’s unique needs.  We’ve been in the self-storage industry for more than 35 years and have more than 36,000 systems in self-storage facilities in more than 30 countries. For more information on our company, please visit  


As our Support Escalation Engineer, you'll support PTI’s success by: 

Support Escalation Engineers (SEE) serve as Senior technical leaders for PTI’s customers and partners, via phone, email chats, forums, and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.

The strong suit of a SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product, configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.


  • Ability to build business relationships with key customer contacts and Technical Account Managers and enhance the trust. As a Customer Lead:
  • Participate in regular governance calls with assigned customers and account team stakeholders; solicit customer support needs, blockers, challenges, and any concerns around their support experiences, then leverage available resources to address.
  • Capture key customer context and raise awareness of events and/or need-to-know information across the team.
  • Identify problems and/or improvement opportunities via routine review of customer case trends; track and drive mitigation, solution development, and/or team awareness.
  • Share best practices and other resources based on customer Azure usage areas and observed trends.
  • Ability to quickly identify customer issues to specific Azure Services or Azure Platform
  • Respond to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively.
  • Develop tools, scripts to automate troubleshooting activities and explorer diagnostic opportunity on Tenant based monitoring/alerts.
  • Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
  • Act as technical leader, mentor, and role model across the ARR business.
  • Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
  • Embody our culture and values

    Required/Minimum Qualifications
  • 7+ years technical support, customer facing, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.
  • 5+ years of technical experience in three or more of the following:
    • Windows System Administrator with good Active Directory knowledge and troubleshooting skills
    • Strong knowledge of Microsoft Windows Servers and Client Operating Systems
    • Troubleshooting skills in AD FS (Active Directory Federation Services) or other identity providers
    • Troubleshooting skills on at least one of the Microsoft Synchronization Engines, FIM/MIM, DirSync, AADSync or AAD Connect
    • Knowledge related to Microsoft Office 365 Cloud Services/Azure Active Directory
    • Knowledge of Azure B2C, B2B, MFA and Conditional Access
    • Cloud Application Management and configuration
    • Use of a Representation State Transfer (REST) API set and understanding of RESTful API development.
    • Module-View-Controller (MVC) architecture and MVC Development
    • Experience with client-side OAuth protocol libraries such as Azure Active Directory Authentication Library (ADAL), Microsoft Authentication Library (MSAL) in any one of their released programming languages and server-side OAuth protocol libraries such OWIN, OpenID Connect or Katana is preferred.


Additional Or Preferred Qualifications

  • Microsoft Technology Certifications.
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
  • Solid foundation and background in Microsoft products and technologies
  • Troubleshooting skills in Network and DNS
  • Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer


Soft Skills

  • Technical Leadership - handle technically challenging and politically sensitive customer situations
  • Strong communications skills – excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience
  • Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.



We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 50,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about

Marietta, GA, US, 30064

Customer Service & Contact Center Operations
Entry level

Nearest Major Market: Atlanta