Support Escalation Engineer Jobs

Support Escalation Engineers solve complex technical problems that frontline support teams cannot resolve on their own. They investigate high-impact incidents, identify root causes, coordinate with engineering and product teams, and help restore service while keeping customers informed. Explore vetted Support Escalation Engineer opportunities on Ladders, including roles paying $100,000 or more.

What Does a Support Escalation Engineer Do?

These specialists take ownership of advanced customer issues across software, cloud platforms, networks, and enterprise products. Typical work includes reproducing defects, analyzing logs and system behavior, developing workarounds, documenting findings, and escalating verified bugs to development teams. They may also support incident response, track resolution progress, and share technical updates with customers and internal stakeholders.

Skills and Qualifications

Employers commonly seek strong troubleshooting and analytical skills, clear written and verbal communication, and experience supporting complex technical products. Depending on the role, useful qualifications may include knowledge of operating systems, networking, databases, APIs, cloud services, scripting, or observability tools. The ability to manage priorities calmly and collaborate across support, engineering, and product teams is essential.

Career Outlook and Compensation

Support Escalation Engineers can grow into senior support, technical account management, site reliability, solutions engineering, or support leadership roles. Compensation varies by employer, location, experience, and technical specialization. Ladders focuses on vetted professional opportunities with salaries of $100,000 or more, helping experienced candidates find roles that match their skills and goals.

Find Support Escalation Engineer Roles on Ladders

Search current Support Escalation Engineer openings to compare responsibilities, required expertise, and compensation. Review each listing carefully and tailor your application to highlight complex cases you resolved, measurable customer or service outcomes, and your ability to partner effectively with engineering teams.

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1
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$186K - $232K *

Champion new business growth by driving customer engagement and showcasing innovative solutions. Collaborate with sales teams to navigate complex evaluations and secure strategic accounts, making a si...

RemoteRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$300K - $400K *

Innovate and drive new revenue by selling expert data solutions to AI labs and healthcare companies. Build relationships with technical decision-makers to enhance model training and evaluation through...

RemoteRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$130K - $155K *

Optimize security in Azure and Microsoft cloud environments at scale. Lead the design and implementation of robust architectures, leveraging AI tools to enhance security practices while collaborating...

Georgia, USRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$64K - $102K *

Elevate network performance by deploying and optimizing voice solutions, ensuring 99.999% uptime. Collaborate on network planning and security, while providing expert support and documentation for com...

RemoteRemote

3 weeks ago

  •   8 - 10 years exp.  •   Technical Services

$340K *

Elevate your career by driving strategic sales in the TOLA region. Collaborate with cross-functional teams to build relationships, uncover opportunities, and deliver value through innovative SaaS solu...

United StatesRemote

6 days ago

  •   5 - 7 years exp.  •   Information Technology

$146K - $271K *

Elevate your career by serving as a vital technical advisor to enterprise clients. Execute technical strategies, drive complex sales cycles, and deliver tailored solutions, ensuring successful outcome...

United StatesRemote

1 month ago

  •   8 - 10 years exp.  •   Enterprise Technology

$206K - $283K *

Transform the future of endpoint security by leveraging your expertise to drive technical wins in sales cycles. Collaborate with teams to deliver impactful presentations and build lasting customer rel...

California, USRemote

2 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$132K - $150K *

Elevate the Technical Support transformation by driving strategic initiatives across Customer Experience. Own the execution of comprehensive plans, manage vital partnerships, and ensure success throug...

United StatesRemote

3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$95K - $115K *

Transform the landscape of Security Policy Management by engaging clients, delivering tailored solutions, and establishing trusted relationships. Drive technical sales efforts and support teams in sho...

Toronto, ONRemote

Yesterday

  •   Less than 5 years exp.  •   Information Technology

$95K - $115K *

Join a team that's redefining data management solutions. Leverage your expertise in cloud platforms and analytics to support sales teams, drive customer success, and implement innovative data solution...

Raleigh, NCRemote

6 days ago

  •   5 - 7 years exp.  •   Manufacturing & Automotive

$111K - $168K *

Join a dynamic team to drive sales of Identity Security Solutions to State, Local, and Higher Education sectors. Collaborate with partners and internal teams to exceed revenue goals while delivering e...

RemoteRemote

6 days ago

  •   Less than 5 years exp.  •   Information Technology

$95K - $115K *

Transform endpoint security management by ensuring compliance, investigating security events, and implementing corrective actions within the Department of Defense's Endpoint Security Solutions environ...

Chicago, ILRemote

5 days ago

  •   5 - 7 years exp.  •   Enterprise Technology

$90K - $125K *

Empower the Activations team by analyzing data, building reports, and supporting documentation in ServiceNow. Collaborate with leadership to present insights and ensure service continuity while enhanc...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$92K - $139K *

Lead the charge in enhancing customer success for a portfolio of enterprise accounts. Collaborate with clients to maximize software value, solve complex challenges, and drive continuous improvement in...

RemoteRemote

6 days ago

  •   Less than 5 years exp.  •   Information Technology

$160K - $190K *

Engage with a dynamic team to represent technical positions in standards communities, author specifications, and build credibility through implementation. This role offers growth opportunities, aiming...

United StatesRemote

Reposted 2 days ago

  •   5 - 7 years exp.  •   Information Technology

$80K - $95K *

Contribute to innovative automated storage solutions by developing competitive proposals and collaborating with sales teams to ensure project feasibility and execution, enhancing customer satisfaction...

Romeoville, ILRemote

3 weeks ago

  •   Less than 5 years exp.  •   Manufacturing & Automotive

$88K - $133K *

Join a team that's dedicated to empowering public sector organizations. As a Customer Success Manager, you'll partner with clients to enhance their operations using our innovative IoT platform and con...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$97K - $131K *

Empower our customers by optimizing their operations with tailored solutions. Collaborate cross-functionally, strategizing to solve challenges and drive success in a dynamic, growth-oriented environme...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$80K - $148K *

Transform system reliability and performance as a Site Reliability Engineer. Collaborate with cross-functional teams to enhance automation, optimize resources, and ensure high availability of critical...

Texas, USRemote

3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$138K - $185K *

Unlock potential by driving innovative cloud solutions for public sector clients. Collaborate with sales teams to address customer needs, present compelling technology demonstrations, and secure techn...

Toronto, ONRemote

6 days ago

  •   5 - 7 years exp.  •   Enterprise Technology

$125K - $130K *

Empower utilities to enhance operations through innovative SaaS solutions. Drive sales growth by managing key accounts, building relationships, and executing targeted sales strategies in the utilities...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Consumer Technology

$125K - $130K *

Join a team that's driving growth through strategic sales initiatives. You'll develop and implement effective sales strategies, cultivate client relationships, and lead the sales cycle to achieve targ...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Consumer Technology

$232K - $319K *

Accelerate progress at the forefront of cybersecurity by leading a dynamic team of Solutions Engineers. Drive partner engagement, foster relationships, and execute strategic initiatives to enhance per...

United StatesRemote

1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$84K - $124K *

Drive the evolution of Cyber Defense by engineering and automating security operations, enhancing incident response, and maintaining enterprise security platforms to ensure robust protection and swift...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Finance & Insurance

$150K - $165K *

Execute strategic sales initiatives in the SLED Central region, leveraging established relationships to drive growth and adoption of Cloudera's solutions. Collaborate with partners and key decision-ma...

RemoteRemote

3 days ago

  •   Less than 5 years exp.  •   Information Technology

Frequently Asked Questions (FAQ)

  • What is a Support Escalation Engineer?question toggle

    A Support Escalation Engineer handles complex or high-priority technical issues that need deeper investigation than frontline support can provide. The role combines troubleshooting, customer communication, incident coordination, and collaboration with product and engineering teams.

  • What skills do Support Escalation Engineer jobs require?question toggle

    Requirements vary, but employers often value advanced troubleshooting, analytical thinking, customer communication, incident management, and cross-functional collaboration. Technical requirements may include experience with cloud platforms, networking, databases, APIs, operating systems, scripting, or diagnostic tools.

  • How much do Support Escalation Engineers earn?question toggle

    Pay depends on factors such as experience, location, industry, and technical specialization. Ladders features vetted professional jobs paying $100,000 or more; check individual listings for compensation details.

  • What is the difference between a support engineer and a Support Escalation Engineer?question toggle

    A support engineer may resolve a broad range of customer questions and technical problems. A Support Escalation Engineer typically focuses on issues that are especially complex, business-critical, or unresolved after initial troubleshooting, and works closely with engineering teams to identify root causes.

  • How can I qualify for a Support Escalation Engineer role?question toggle

    Build a record of resolving difficult technical problems, strengthen your knowledge of the products and systems relevant to your target roles, and practice explaining technical findings clearly. Highlight incident ownership, root-cause analysis, customer outcomes, and collaboration with engineering in your resume.