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 - $130K *

Drive successful project delivery in the Telco services sector by managing complex initiatives, collaborating with stakeholders, and ensuring alignment with business goals while maintaining timelines...

RemoteRemote

3 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$145K - $170K *

Support our dynamic IT team by architecting and leading enterprise storage solutions. Drive innovations in hybrid cloud infrastructures while mentoring fellow professionals and ensuring optimal servic...

United StatesRemote

3 weeks ago

  •   11 - 15 years exp.  •   Information Technology

$75K - $90K *

Drive the integration and maintenance of software application interfaces, ensuring seamless communication between departments and vendors. Collaborate with teams to troubleshoot issues, enhance functi...

Missouri, USRemote

2 days ago

  •   Less than 5 years exp.  •   Hospitals & Medical Centers

$95K - $115K *

Pioneer quality assurance and process improvement initiatives to enhance operational efficiency. Collaborate across departments, analyze data, and drive decision-making to ensure accuracy and complian...

Pomona, CARemote

1 week ago

  •   5 - 7 years exp.  •   Energy & Utilities

$125K - $150K *

Grow your career with a dynamic role that drives technical pre-sales, mentors teams, and fosters strategic customer relationships, ensuring seamless integration and expansion of innovative solutions a...

San Francisco, CARemote

4 days ago

  •   5 - 7 years exp.  •   Education, Government & Non-Profit

$127K - $177K *

Advance your career by driving enterprise sales for a leading frontline enablement platform. Engage with decision-makers, manage complex sales cycles, and develop strategic territory plans to achieve...

United StatesRemote

3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$130K - $180K *

Empower customer engagement by leading the design and deployment of innovative contact center solutions. Collaborate with stakeholders to create scalable, AI-driven workflows that enhance operational...

North Carolina, USRemote

5 days ago

  •   8 - 10 years exp.  •   Telecommunications & Hardware

$110K - $130K *

Champion AI deployment by designing and implementing innovative solutions across multiple platforms. Collaborate with teams to enhance customer experiences while ensuring data governance and security...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$125K - $150K *

Lead strategic initiatives to drive revenue growth and enhance client relationships within Fortune 100 accounts, focusing on the Automotive sector. Collaborate across teams to deliver tailored Display...

Illinois, USRemote

3 days ago

  •   8 - 10 years exp.  •   Consumer Technology

$155K - $222K *

Join our dynamic SLED Channels team to drive revenue through strategic partnerships, develop impactful sales campaigns, and enhance product competency. Collaborate with technology partners to optimize...

Texas, USRemote

3 days ago

  •   5 - 7 years exp.  •   Information Technology

$90K - $110K *

Join a team that's dedicated to ensuring seamless broadcast software operations globally. You'll provide support, training, and troubleshooting in a dynamic environment, collaborating with engineers t...

United StatesRemote

3 days ago

  •   5 - 7 years exp.  •   Media

$118K - $219K *

Lead the charge in delivering complex IT capabilities within secure environments. Oversee program management, systems architecture, and vendor relations while ensuring compliance and effective communi...

RemoteRemote

1 week ago

  •   Less than 5 years exp.  •   Aerospace & Defense

$195K - $290K *

Oversee the design and evolution of global backbone architecture, driving initiatives in traffic engineering, capacity planning, and network automation. Collaborate with stakeholders to ensure strateg...

California, USRemote

2 weeks ago

  •   11 - 15 years exp.  •   Information Technology

$95K - $115K *

Lead the charge in empowering marketing agencies to integrate affiliate and creator marketing services. Develop comprehensive training and certification programs to enhance agency capabilities and dri...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$80K - $95K *

Unlock customer success by managing relationships and optimizing the Goby platform. Collaborate with teams to enhance service delivery, drive value creation, and support clients in achieving their sus...

Chicago, ILRemote

4 days ago

  •   Less than 5 years exp.  •   Energy & Utilities

$300K - $360K *

Drive enterprise sales of cloud data security solutions, managing the full sales cycle from prospecting to closing. Collaborate with clients to address their data risk challenges and build strong exec...

San Francisco, CARemote

3 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$329K - $445K *

Grow your career by leading a high-performing sales team focused on enterprise software solutions for the Public Sector. Drive revenue growth, manage strategic accounts, and collaborate with technical...

RemoteRemote

5 days ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

$96K - $154K *

Accelerate progress at our company by designing and building automated regression capabilities. Collaborate with cross-functional teams to enhance testing efficiency and reliability, ensuring faster r...

RemoteRemote

3 days ago

  •   5 - 7 years exp.  •   Finance & Insurance

$135K - $160K *

Join a dynamic team as a Senior Customer Success Architect, focusing on AI adoption. Lead complex engagements, design tailored solutions, and drive measurable outcomes for enterprise clients, bridging...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$110K - $130K *

Develop and enhance security systems through analytics and reporting. Manage access, respond to inquiries, and ensure operational support during on-call shifts. Collaborate across teams to drive secur...

Oak Brook, ILRemote

3 weeks ago

  •   5 - 7 years exp.  •   Finance & Insurance

$90K - $250K *

Accelerate your career by driving new business in the SLED sector. Own your territory, build strategic relationships, and deliver innovative IT solutions with support from top-tier engineering teams a...

RemoteRemote

3 days ago

  •   Less than 5 years exp.  •   Information Technology

$110K - $130K *

Shape the security landscape by enhancing controls across cloud, endpoints, and networks. Drive improvements in incident response, threat detection, and automation while collaborating with cross-funct...

Dodgeville, WIRemote

Reposted 2 weeks ago

  •   Less than 5 years exp.  •   Retail & Consumer Goods

$250K - $300K *

Lead enterprise sales initiatives to drive growth in complex organizations, fostering relationships with key stakeholders while navigating intricate sales cycles to position innovative security soluti...

San Francisco, CARemote

4 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$100K - $120K *

Join a dynamic team to drive sales of AI solutions to community banks and credit unions. Manage the full sales cycle, from pipeline generation to closing, while exceeding quotas in a fast-paced, high...

United StatesRemote

3 days ago

  •   Less than 5 years exp.  •   Finance & Insurance

$160K - $185K *

Lead the charge in developing compelling proposals for government contracts, managing the entire proposal process from strategy to submission. Collaborate with cross-functional teams to ensure complia...

United StatesRemote

Today

  •   8 - 10 years exp.  •   Technical Services

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.