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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$320K - $480K *

Champion new business growth by converting prospects into customers through strategic prospecting, consultative selling, and executive alignment, ensuring a seamless transition to post-sale teams whil...

RemoteRemote

1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$80K - $95K *

Join a team that's dedicated to delivering exceptional service as a Field Service Engineer. Leverage your expertise in PET/NUC/CT modalities to troubleshoot, repair, and enhance customer satisfaction...

Houston, TXRemote

1 week ago

  •   5 - 7 years exp.  •   Business Services

$80K - $95K *

Lead advanced troubleshooting and repair of medical equipment, ensuring customer satisfaction through service excellence. Collaborate with teams, mentor junior engineers, and drive initiatives to enha...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Business Services

$80K - $95K *

Lead the installation, maintenance, and troubleshooting of complex medical equipment, ensuring exceptional service and customer satisfaction. Collaborate with teams to drive operational excellence and...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Business Services

$150K - $180K *

Transform customer success by leading strategic post-sales initiatives, fostering C-level partnerships, and driving business transformation. Ensure predictable renewals and maximize value through coll...

Addison, TXRemote

4 days ago

  •   11 - 15 years exp.  •   Information Technology

$80K - $110K *

Transform your career by developing innovative software solutions in a collaborative Agile environment. Engage in all phases of the software development lifecycle while enhancing cybersecurity and ide...

United StatesRemote

5 days ago

  •   Less than 5 years exp.  •   Healthcare

$79K - $143K *

Join a team that's redefining release engineering by optimizing CI/CD pipelines, integrating AI solutions, and ensuring high-quality software delivery through innovative automation and collaboration w...

Ottawa, ONRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$170K - $205K *

Drive impactful relationships with enterprise clients, develop strategic account plans, and provide innovative solutions that align with customer objectives in a dynamic cloud security environment. Th...

Florida, USRemote

3 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$175K - $185K *

Engage with Federal agencies and software providers to design and implement secure cloud solutions. Leverage your expertise in FedRAMP and DoD IL4 to drive technical sales strategies and ensure compli...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Technical Services

$225K - $265K *

Partner with us to lead a high-performing engineering team, driving innovation and efficiency in our travel marketplace. You'll manage project lifecycles, enhance collaboration, and champion a custome...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$125K - $150K *

Join a team that's driving growth by building strategic partnerships with C-level executives. You'll own the sales process, develop innovative strategies, and expand your territory while engaging with...

Tampa, FLRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$200K - $240K *

Join a dynamic team as you provide technical expertise, drive enterprise opportunities, and architect innovative solutions that meet client needs while showcasing the value of our cutting-edge product...

United StatesRemote

5 days ago

  •   5 - 7 years exp.  •   Information Technology

$300K - $340K *

Shape the future of cloud data security by driving enterprise sales, managing complex cycles, and building executive relationships to deliver tailored solutions that address client challenges and enha...

Miami, FLRemote

2 days ago

  •   8 - 10 years exp.  •   Information Technology

$135K - $150K *

Lead the charge in enhancing cybersecurity operations by managing incident response, mentoring SOC analysts, and developing processes to effectively identify and mitigate threats in a 24/7 Security Op...

Virginia, USRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$155K - $165K *

Shape the future of solar energy by leading the technical strategy and customer engagement for eBOS solutions, ensuring successful deployments and optimization across all project phases. Collaborate c...

California, USRemote

Reposted 2 weeks ago

  •   8 - 10 years exp.  •   Energy & Utilities

$110K - $130K *

Unlock your potential as a strategic advisor, driving enterprise success on Amazon. Manage complex initiatives, build executive partnerships, and deliver transformative results through innovative adve...

United StatesRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$110K - $130K *

Drive client success as the primary contact for SAP accounts, ensuring operational excellence and continuous value creation. Lead service delivery, manage relationships, and foster improvement initiat...

Toronto, ONRemote

Reposted yesterday

  •   5 - 7 years exp.  •   Information Technology

$110K - $130K *

Pioneer customer success by optimizing relationships and driving value for clients, ensuring their software needs are met and fostering growth through engagement, upselling, and retention efforts in a...

RemoteRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$130K - $160K *

Drive the development of autonomous AI systems that enhance decision-making across platforms. Shape AI architecture, integrate tools, and lead the creation of impactful AI solutions from concept to pr...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$120K - $145K *

Lead the charge in delivering innovative security solutions, collaborating with sales teams to educate clients on overcoming operational challenges and enhancing their cybersecurity posture through ta...

Phoenix, AZRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$110K - $130K *

Partner with us to drive innovative security solutions, collaborating with sales teams to educate clients on challenges and deliver tailored strategies that enhance organizational safety and operation...

Salt Lake City, UTRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Information Technology

$168K - $198K *

Transform customer security by collaborating with sales to identify needs, demonstrating solutions, and educating partners on best practices in cybersecurity. Drive engagement through meetings and eve...

Vancouver, WARemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$110K - $130K *

Unlock potential by collaborating with sales to deliver tailored security solutions, educating clients on challenges, and driving impactful engagements that enhance organizational safety and operation...

Denver, CORemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$168K - $198K *

Partner with us to drive customer engagement by delivering tailored security solutions, addressing technical challenges, and enhancing operational safety through expert collaboration with sales and pa...

Portland, ORRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$110K - $130K *

Champion customer success by leveraging technical expertise in pre-sales and post-sales support, ensuring seamless integration and effective utilization of networking solutions while engaging with cli...

Minneapolis, MNRemote

3 weeks ago

  •   5 - 7 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.