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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$110K - $163K *

Optimize population health initiatives by leading the design and implementation of Epic Healthy Planet solutions. Collaborate with cross-functional teams to enhance patient outcomes through data-drive...

RemoteRemote

6 days ago

  •   5 - 7 years exp.  •   Healthcare

$131K - $172K *

Drive impactful security solutions by leading engagements, delivering expertise, and fostering customer relationships. Collaborate across teams to enhance security practices and ensure optimal deploym...

Ann Arbor, MIRemote

3 weeks ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

$132K - $185K *

Shape the future of cybersecurity by leading security engagements, delivering solutions, and providing expert support to customers. Collaborate with teams to design, deploy, and optimize Cisco Securit...

Ann Arbor, MIRemote

3 weeks ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

$115K - $130K *

Unlock your potential by providing expert SAP EWM support, resolving complex issues, and enhancing system performance. Collaborate with teams, mentor junior consultants, and drive improvements to ensu...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$150K - $185K *

Drive the deployment of advanced observability solutions, ensuring optimal performance monitoring and compliance for federal missions. Mentor teams and analyze architectures to enhance system reliabil...

Washington DC, USRemote

2 weeks ago

  •   11 - 15 years exp.  •   Finance & Insurance

$160K - $190K *

Unlock strategic value as a Technical Account Manager, bridging customers and partners to ensure successful deployment and optimization of cybersecurity solutions, while driving long-term relationship...

New York, NYRemote

3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$110K - $130K *

Transform complex technical solutions into actionable blueprints, bridging product and engineering teams. Drive global GTM strategy by creating detailed architecture diagrams and hands-on lab environm...

CanadaRemote

3 days ago

  •   5 - 7 years exp.  •   Information Technology

$88K - $119K *

Lead the charge in transforming public sector operations by deploying IoT solutions. Collaborate cross-functionally to ensure customer success and drive efficiency, safety, and sustainability across g...

Georgia, USRemote

Today

  •   Less than 5 years exp.  •   Enterprise Technology

$139K - $184K *

Launch your career by facilitating critical technical sales and supporting senior sellers. Drive impact through intricate integrations, share insights with your team, and develop key customer relation...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$160K - $180K *

Shape the future of cloud technology by leading the design and operation of secure, scalable services. Drive architectural decisions, mentor engineers, and collaborate across teams to enhance our clou...

Seattle, WARemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$147K - $251K *

Unlock potential by driving revenue growth within U.S. Federal Government accounts. Engage stakeholders, execute account strategies, and ensure customer satisfaction through adoption and retention of...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$165K - $205K *

Lead the charge in cybersecurity governance and risk management consulting. Drive client engagements, develop security frameworks, and mentor teams while ensuring alignment with industry standards and...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Technical Services

$75K - $135K *

Unlock the potential of secure application access by providing engineering support, troubleshooting connectivity issues, and collaborating with teams to enhance service reliability and customer experi...

RemoteRemote

Today

  •   Less than 5 years exp.  •   Healthcare

$92K - $115K *

Engineer robust end-to-end test automation frameworks using Playwright. Collaborate across teams to enhance QA capabilities, leveraging AI tools for efficient testing and maintenance, while mentoring...

Pittsburgh, PARemote

2 weeks ago

  •   5 - 7 years exp.  •   Healthcare

$120K - $145K *

Lead customer engagement through technical discovery and deployment, integrating AI solutions while collaborating with Sales, Product, and Engineering teams. Drive implementation efficiency and bridge...

United StatesRemote

3 weeks ago

  •   5 - 7 years exp.  •   Energy & Utilities

$115K - $156K *

Pioneer innovative maintenance processes and CMMS capabilities, driving global engineering operations. Collaborate with stakeholders to enhance asset management, reliability, and sustainability while...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Pharmaceuticals & Biotech

$110K - $130K *

Elevate channel partner success by owning technical relationships, enabling engineers, and creating reusable resources. Drive outcomes through coaching and collaboration, ensuring partners independent...

San Francisco, CARemote

4 days ago

  •   Less than 5 years exp.  •   Information Technology

$138K - $179K *

Champion strategic solution sales by engaging C/S-Level clients, driving adoption of advanced technologies, and fostering long-term relationships to achieve revenue targets and business growth in assi...

New Orleans, LARemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$138K - $179K *

Accelerate progress at the intersection of technology and sales by engaging C-level executives in complex solution discussions. Drive business growth through strategic account management and advanced...

Little Rock, ARRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$138K - $179K *

Champion complex solution sales by engaging C/S-Level clients, driving adoption of advanced technologies, and developing strategic account plans to achieve revenue targets while fostering long-term re...

Topeka, KSRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$138K - $179K *

Help us drive strategic solution sales by engaging C/S-Level clients, leveraging deep industry knowledge to foster relationships and deliver advanced technology solutions that meet business needs and...

Oklahoma City, OKRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$100K - $120K *

Join a team that's revolutionizing pharmacy operations with AI. As a Software Engineer, you'll independently ship impactful features and fixes, collaborating closely with experienced engineers in a fa...

Orlando, FLRemote

2 weeks ago

  •   Less than 5 years exp.  •   Healthcare

$96K - $154K *

Unlock impactful solutions by collaborating with diverse teams to guide clients in implementing enterprise technology infrastructures and Red Hat solutions. Drive the adoption of innovative practices...

RemoteRemote

Reposted 2 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$82K - $172K *

Lead the charge in ensuring product quality for critical defense programs, overseeing quality management throughout the lifecycle, collaborating with stakeholders, and driving compliance with industry...

RemoteRemote

Reposted 1 week ago

  •   11 - 15 years exp.  •   Information Technology

$135K - $160K *

Advance innovative DSP solutions for RF communications, collaborating across teams to optimize algorithms and implement on cutting-edge platforms. Drive performance and reliability in mission-critical...

Palm Bay, FLRemote

2 days ago

  •   11 - 15 years exp.  •   Aerospace & Defense

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.