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.
Strategic Enterprise Account Executive
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Lead the charge in strategic enterprise sales, managing complex accounts and building C-suite relationships to drive long-term revenue across key verticals. Navigate intricate sales cycles and complia...
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Sales Engineer, Mid Market - Public Sector
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Transform essential public sector operations by leveraging IoT solutions to enhance fleet management, improve compliance, and optimize logistics for safer, greener environments. Collaborate with diver...
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Empower customer success by leading product-solution ownership, crafting tailored solutions, and managing implementation scope across cross-functional teams. Drive technical discovery and ensure seaml...
Reposted 3 weeks ago
$87K - $135K *
Drive your career forward by leading systems engineering for a cloud-based enterprise system. Engage in architecture development, integration, and modernization efforts while ensuring security and ope...
1 week ago
Solutions Engineer-Hyperscale and AI Infrastructure
$209K - $275K *
Transform your career by leading technical engagements with AI platform customers. Drive innovative solutions in a dynamic environment, leveraging your expertise in data center networking and AI techn...
6 days ago
Senior Solution Engineer- SLED Southeast
$146K - $224K *
Drive impactful solutions for SLED customers by leveraging your technical expertise and sales acumen. Collaborate with teams to enhance customer engagement, deliver tailored demos, and ensure alignmen...
2 weeks ago
$269K - $360K *
Join a team that's driving transformation in the Public Sector by managing strategic accounts. Leverage your expertise to build relationships, influence purchasing decisions, and align solutions with...
4 days ago
Senior Support Engineer - Interoperability
$110K - $148K *
Drive advanced technical support for trading solutions, managing complex incidents, troubleshooting, and collaborating with teams to enhance system performance and ensure exceptional customer experien...
3 weeks ago
Senior Site Reliability Engineer (Sat-Wed, Night Shift)
$120K - $145K *
Join a team that's redefining cloud reliability by enhancing observability, automation, and operational excellence. Collaborate across departments to ensure seamless deployment and management of SaaS...
3 days ago
$80K - $85K *
Join a dynamic team to support and enhance global IP network services, ensuring stability and availability for Financial Markets. Collaborate with engineers and customers to resolve complex issues and...
Today
$115K - $149K *
Take ownership of IAM/PAM systems, driving strategy and implementation for human and AI identities. Leverage expertise in SailPoint, BeyondTrust, and Microsoft Entra to enhance security and governance...
5 days ago
$150K - $225K *
Drive innovative security solutions by collaborating with sales teams to identify customer needs, educate partners, and manage technical inquiries, ensuring organizations are protected against evolvin...
1 week ago
Professional Services Engineer
$95K - $115K *
Join a team that's dedicated to delivering complex NICE solutions for Public Safety. As a hands-on technical lead, you'll manage installations, upgrades, and troubleshooting, ensuring successful imple...
2 weeks ago
$110K - $145K *
Strategize initiatives to enhance workforce alignment and Agile practices, driving high performance in IT services for federal clients while fostering a collaborative culture and supporting strategic...
5 days ago
Forward Deployed Engineer/Chief Role
$150K - $180K *
Drive the development of AI-native solutions, designing robust agentic systems and workflows while closely collaborating with SMEs to enhance real user value through effective feedback mechanisms and...
3 weeks ago
Senior Partner Success Implementation Engineer
$120K - $145K *
Drive partner success by providing expert technical guidance, leading complex implementations, and mentoring junior engineers. Collaborate cross-functionally to enhance product adoption and ensure opt...
4 days ago
$139K - $208K *
Unlock potential by driving technical sales support and solutions for customers. Collaborate with sales teams to achieve targets while providing expert guidance on F5 products and services, ensuring c...
1 week ago
$115K - $173K *
Elevate your career by joining a dynamic sales team as a Solutions Engineer, where you'll leverage technical expertise to drive sales, support customers, and deliver innovative F5 solutions that bridg...
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$127K - $191K *
Unlock potential by driving technical sales solutions for major service providers. Collaborate with sales teams to articulate value propositions, mentor peers, and deliver exceptional customer service...
1 week ago
Senior Contact Center Engineer
$93K - $150K *
Support and optimize cloud-based contact center platforms, ensuring service availability and excellent customer experience. Collaborate with teams to troubleshoot complex issues and enhance operationa...
4 days ago
Lead AWS IAM Security Engineer
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Elevate cybersecurity by designing and implementing robust security protocols, ensuring compliance across cloud infrastructure while managing IAM, PKI, and secrets management to protect fintech worklo...
Reposted 2 weeks ago
Lead AWS IAM Security Engineer
$135K - $160K *
Shape the future of cloud security by architecting and implementing robust controls across multi-region AWS environments, ensuring compliance and maintaining high security standards for fintech worklo...
Reposted 2 weeks ago
$104K - $156K *
Unlock your potential as a Solutions Engineer, driving sales success by leveraging technical expertise to address customer challenges and deliver F5 solutions. Collaborate with sales teams to achieve...
1 week ago
Associate Systems Engineer - Endpoint Eng (Remote)
$66K - $131K *
Unlock your potential by defining and developing system requirements, coordinating designs, and resolving technical issues. Collaborate across teams to enhance system performance and automate processe...
2 days ago
Sr. Solutions Engineer – US Remote, East
$175K - $240K *
Unlock potential by driving cybersecurity solutions and engaging customers. Partner with cross-functional teams to enhance security journeys, demonstrate platform value, and influence enterprise outco...
3 weeks 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.