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.
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.
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.
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.
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.
Engagement Lead, Incident Response Partner Services (Remote)
$140K - $195K *
Empower global security by leading forensic investigations and incident response engagements. Collaborate with partners and clients to deliver high-quality results, ensuring alignment and effective co...
6 days ago
$85K - $105K *
Join a team that's dedicated to elevating client support standards. You'll troubleshoot complex issues, foster client relationships, and collaborate with developers to enhance product documentation an...
Reposted today
Sr. Product Manager - Bot Management
$130K - $155K *
Drive the strategy and roadmap for Bot Management solutions, ensuring alignment with customer needs and market trends. Collaborate with cross-functional teams to innovate and deliver effective cyberse...
1 week ago
$95K - $115K *
Join a team that's dedicated to enhancing software solutions for ATMs and cash recyclers. This role involves evaluating, installing, and troubleshooting software while ensuring client satisfaction and...
2 weeks ago
Service Delivery Senior Analyst
$46K - $131K *
Join a team that's dedicated to enhancing customer service and operational efficiency. Lead initiatives in finance operations, manage complex reporting, and build strong client relationships while dri...
2 days ago
Senior Workforce Solutions Engineer
$104K - $153K *
Unlock your potential by leading the technical delivery of workforce applications. Collaborate with teams to enhance productivity through automation, AI, and integrations, ensuring secure and efficien...
6 days ago
$100K - $120K *
Lead the charge in enhancing security for a complex federal platform, safeguarding cloud infrastructure and sensitive data. Collaborate within an Agile team to design, implement, and automate robust s...
1 week ago
Subject Matter Expert (SME) Cybersecurity Architect
$190K - $265K *
Transform cybersecurity architecture for a large federal program. Lead the integration of security controls across various platforms and systems, ensuring compliance with federal standards while drivi...
3 weeks ago
Microsoft Intune and Enterprise Mobility SME
$178K - $225K *
Join us to shape the future of enterprise mobility and endpoint security. In this hands-on role, you'll design, integrate, and enhance Microsoft Intune within a multi-partner environment, ensuring sec...
3 weeks ago
$97K - $109K *
Join a team that's redefining customer engagement by providing technical expertise and tailored solutions during the pre-sales process. Collaborate with sales and services to ensure seamless transitio...
1 week ago
$125K - $180K *
The Enterprise Account Executive at Elicit will be responsible for managing the full sales cycle for key opportunities in complex enterprise environments, particularly in life sciences, biotech, and p...
Reposted 3 weeks ago
$82K - $172K *
Transform complex data ecosystems by leveraging your Elasticsearch expertise to design, optimize, and lead advanced analytics initiatives. Collaborate with cross-functional teams to enhance mission-cr...
Reposted 1 week ago
Principal Information Security Engineer
$60K - $211K *
Advance security engineering by defining strategies, solving complex challenges, and building scalable solutions. Collaborate with leaders to enhance security across enterprise environments while ment...
2 weeks ago
Sr. Product Marketing Specialist
$94K - $141K *
Shape the future of software delivery by crafting compelling messaging and positioning for regulated enterprises. Drive executive conversations with insights on compliance and AI governance, while equ...
1 week ago
Sr Enterprise Account Executive - East U.S
$300K - $350K *
Join a dynamic team as you lead enterprise sales cycles, driving growth and establishing a strong presence in Conversational AI. Your expertise will influence strategy and secure high-impact deals wit...
1 week ago
$164K - $226K *
Transform the identity and access landscape by designing scalable systems for user management, authentication, and authorization. Collaborate with security teams to ensure robust, secure solutions tha...
1 week ago
Microsoft Endpoint Management (MEM) Engineer (Oklahoma City (REMOTE), OK, US)
$105K - $245K *
Design and implement enterprise Unified Endpoint Management solutions, enhancing capabilities for managing Windows endpoints in a classified environment. Lead cross-functional projects and mentor juni...
Reposted 5 days ago
Principal Solution Executive II - Security
$160K - $192K *
Elevate cybersecurity solutions by driving revenue growth through strategic sales, managing the full sales lifecycle, and building strong relationships with clients and partners to enhance market pres...
5 days ago
Enterprise Core Sales Engineer - Southeast
$139K - $184K *
Drive success by collaborating closely with sales teams to engage and support customers while managing technical sales, optimizing product development, and enhancing the sales approach through innovat...
Reposted 3 weeks ago
Corporate Sales Engineer, Customer Sales (Remote)
$75K - $115K *
Innovate in cybersecurity as you drive technical conversations and deliver tailored solutions. Collaborate with sales teams to enhance customer relationships and showcase the unique value of next-gen...
Today
Territory Account Manager, Exposure Management - Toronto Canada
$100K - $120K *
Shape the future of SaaS Cyber Solutions by driving pipeline generation, building partnerships, and representing the brand at key events. Collaborate with teams to enhance customer feedback and execut...
1 week ago
Security Engineer Lead, Security Foundations
$160K - $190K *
Transform security solutions across multiple domains, driving technical direction and collaboration to address high-risk items and enhance Meta's security posture company-wide. Lead cross-functional t...
3 days ago
Senior Systems Support Professional
$80K - $95K *
Drive exceptional customer support by resolving complex technical issues, managing firewall deployments, and mentoring junior technicians while ensuring adherence to service level agreements and enhan...
6 days ago
Account Executive - Enterprise (New Hampshire)
$91K - $194K *
Drive enterprise sales growth by managing multiple opportunities, collaborating with cross-functional teams, and delivering solutions that meet customer needs. Achieve sales targets through effective...
4 weeks ago
$69K - $101K *
Empower our Micro-Fulfillment Operations team by ensuring optimal performance and reliability of automated systems. Engage with customers to troubleshoot and resolve complex technical issues, enhancin...
6 days ago
What is a Support Escalation Engineer?
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?
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?
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?
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?
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.