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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$186K - $232K *

Contribute to enterprise sales success by delivering tailored technical solutions, supporting complex customer engagements, and driving new opportunities with a focus on data security and management t...

Boston, MARemote

2 days ago

  •   5 - 7 years exp.  •   Information Technology

$100K - $110K *

Solve complex production challenges and ensure system stability as a key technical support resource. Collaborate cross-functionally to enhance customer satisfaction through effective incident manageme...

United StatesRemote

3 weeks ago

  •   Less than 5 years exp.  •   Healthcare

$110K - $130K *

Transform customer experiences by leading onboarding, driving adoption, and ensuring success through proactive engagement and technical expertise. Build strong relationships with diverse stakeholders...

RemoteRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$110K - $130K *

Elevate client experiences by optimizing multi-cloud hosting environments. As a key technical leader, ensure performance, security, and reliability while driving strategic improvements and collaborati...

Bedford, NHRemote

Reposted today

  •   5 - 7 years exp.  •   Enterprise Technology

$133K - $200K *

Innovate your career by leveraging technical expertise to drive sales success. Collaborate with teams to deliver F5 solutions, ensuring customer satisfaction while achieving sales targets in a dynamic...

Arizona, USRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$163K - $245K *

Support the sales team by providing technical expertise and solutions for F5 products. Engage with customers to understand their needs, drive sales processes, and deliver world-class service while ach...

RemoteRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$133K - $200K *

Inspire technical excellence by supporting sales teams with F5 solutions, driving customer engagement, and delivering tailored presentations. Collaborate with internal resources to achieve sales targe...

United StatesRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$160K - $190K *

Drive strategic growth by managing key Pharma and Biotech accounts, engaging C-suite executives, and leading expansion sales processes. Collaborate cross-functionally to enhance client experiences and...

United StatesRemote

4 days ago

  •   5 - 7 years exp.  •   Information Technology

$156K - $180K *

Empower clients by owning technical relationships for the Enterprise Suite, guiding them from discovery to implementation. Collaborate with teams to enhance adoption and resolve issues, ensuring seaml...

United StatesRemote

5 days ago

  •   5 - 7 years exp.  •   Consumer Technology

$120K - $145K *

Drive innovation in AI by building and evaluating machine learning models. Collaborate with experts to design experiments, analyze data, and communicate findings effectively to enhance model performan...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Healthcare

$101K - $140K *

Advance client relationships and drive growth by maximizing value delivery, identifying opportunities, and managing complex sales processes within a designated territory of large enterprise clients...

New York, NYRemote

3 days ago

  •   5 - 7 years exp.  •   Business Services

$80K - $121K *

Champion training initiatives to empower customers in maximizing value from our platform. Drive measurable success through innovative, scalable educational programs, enhancing knowledge across diverse...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$91K - $163K *

Shape client strategies by managing complex engagements, driving team performance, and enhancing customer experiences. Leverage industry expertise to solve challenges and mentor junior staff while ens...

Eden Prairie, MNRemote

3 days ago

  •   Less than 5 years exp.  •   Healthcare

$125K - $140K *

Grow your career with a hands-on role in Zero Trust security, optimizing Zscaler environments and integrating with enterprise systems. Collaborate with federal stakeholders to enhance security posture...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$110K - $130K *

Partner with us to drive innovative security solutions, engaging with customers and partners to address their unique challenges. Leverage your expertise in pre-sales and engineering to enhance operati...

Philadelphia, PARemote

1 week ago

  •   Less than 5 years exp.  •   Information Technology

$110K - $130K *

Drive collaboration with sales teams to identify prospects and deliver tailored security solutions, addressing technical challenges and enhancing customer engagement through education and presentation...

Dover, DERemote

1 week ago

  •   Less than 5 years exp.  •   Information Technology

$224K - $308K *

Transform the MSSP partner landscape by driving adoption, building relationships, and integrating cutting-edge solutions. Collaborate with partners to enhance technical offerings and ensure success ac...

United StatesRemote

1 week ago

  •   11 - 15 years exp.  •   Enterprise Technology

$110K - $130K *

Join a team that's dedicated to enhancing customer success through expert guidance in Privilege Access Management. Leverage your technical skills to support enterprise clients, ensuring seamless deplo...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$85K - $110K *

Lead the charge in providing advanced remote technical support for complex security systems. Serve as a senior technical authority, mentoring junior engineers and resolving critical issues across ente...

RemoteRemote

5 days ago

  •   8 - 10 years exp.  •   Information Technology

$110K - $130K *

Transform customer service delivery by managing key accounts, aligning processes to SLAs, and driving continuous improvement. Collaborate across teams to enhance satisfaction and ensure seamless opera...

Massachusetts, USRemote

Reposted 1 week ago

  •   11 - 15 years exp.  •   Manufacturing & Automotive

$113K - $153K *

Unlock potential by driving technical solutions and cross-functional initiatives. Collaborate with teams to enhance product quality and customer experience while owning escalations and developing inte...

United StatesRemote

6 days ago

  •   Less than 5 years exp.  •   Technical Services

$142K - $227K *

Unlock potential by leading the Escalations team to enhance customer resolution processes, drive quality outcomes, and collaborate across departments to address complex issues while fostering team gro...

United StatesRemote

3 days ago

  •   5 - 7 years exp.  •   Enterprise Technology

$132K - $208K *

Lead the charge in transforming data center network designs into seamless execution. Drive end-to-end delivery of infrastructure projects, ensuring timely and efficient deployment across multiple site...

Colorado, USRemote

3 days ago

  •   8 - 10 years exp.  •   Information Technology

$196K - $270K *

Join a team that's driving innovation in the MSSP ecosystem. Lead technical strategy, engage with partners, and shape the future of security solutions across North America while fostering deep relatio...

United StatesRemote

1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$100K - $120K *

Join a skilled team to support and enhance large-scale Genesys implementations, focusing on installation, configuration, and daily operations to optimize the product suite performance...

RemoteRemote

Reposted 1 week ago

  •   Less than 5 years exp.  •   Enterprise 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.