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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$176K - $308K *

Champion the design and implementation of VoIP infrastructure, enhancing AI-driven voice workloads. Collaborate across teams to ensure seamless integration and operational excellence while mentoring p...

Dallas, TXRemote

1 week ago

  •   Less than 5 years exp.  •   Information Technology

$150K - $200K *

Champion the full sales cycle for robotic palletizing solutions, engaging with operations leaders and plant managers in manufacturing and logistics. Drive revenue growth through consultative selling a...

Atlanta, GARemote

1 week ago

  •   Less than 5 years exp.  •   Manufacturing & Automotive

$180K - $200K *

Shape the future of cybersecurity by leading product marketing initiatives that bridge product, sales, and market needs. Drive go-to-market strategies, create compelling narratives, and empower teams...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Information Technology

$72K - $93K *

Join a team that's dedicated to delivering exceptional on-site support, leveraging your technical expertise to resolve customer issues and enhance their experience through effective collaboration and...

New Jersey, USRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Manufacturing & Automotive

$150K - $190K *

Transform customer security strategies by collaborating with sales teams to identify needs, demonstrate solutions, and educate partners on best practices, ensuring organizations are safeguarded agains...

New York, NYRemote

2 days ago

  •   5 - 7 years exp.  •   Information Technology

$80K - $100K *

Transform healthcare by owning client relationships, guiding clinics through onboarding, and ensuring long-term success. Leverage your expertise to analyze workflows and drive impactful solutions in a...

RemoteRemote

1 week ago

  •   Less than 5 years exp.  •   Pharmaceuticals & Biotech

$212K - $345K *

Accelerate growth by driving enterprise sales through strategic relationships with executive-level clients, leveraging Workiva's platform to meet complex business needs and achieve customer expansion...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Consumer Technology

$120K - $140K *

Unlock potential by leading the development of innovative AI applications. Collaborate with cross-functional teams to architect solutions, mentor engineers, and ensure reliable, secure systems that al...

San Antonio, TXRemote

1 week ago

  •   8 - 10 years exp.  •   Finance & Insurance

$96K - $132K *

Drive impactful technical implementations by managing projects and collaborating with diverse teams to ensure successful deployment of solutions, enhancing client satisfaction and operational efficien...

Pennsylvania, USRemote

2 weeks ago

  •   5 - 7 years exp.  •   Healthcare

$150K - $180K *

Lead the charge in developing next-gen data platforms, driving strategic insights and AI solutions. Oversee data architecture, governance, and quality, while mentoring a high-performing team to foster...

RemoteRemote

1 week ago

  •   11 - 15 years exp.  •   Telecommunications & Hardware

$182K - $273K *

Inspire innovation as a Staff Product Marketing Manager bridging technical design and customer needs. Drive platform adoption through impactful messaging and competitive insights, enhancing market str...

RemoteRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Manufacturing & Automotive

$120K - $172K *

Join our dynamic Sales team to drive cloud security solutions in the Mid-Atlantic and Carolinas. Build strategic relationships, engage C-suite executives, and collaborate with internal teams to delive...

RemoteRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$95K - $115K *

Innovate your career by developing cutting-edge virtual embedded control systems. Collaborate with cross-functional teams to create and validate virtual electronic control units, enhancing automotive...

Milford, MIRemote

1 week ago

  •   Less than 5 years exp.  •   Manufacturing & Automotive

$110K - $130K *

Drive analytics initiatives that connect Paid Media performance to full-funnel outcomes. Collaborate with cross-functional teams to design measurement frameworks, optimize data models, and provide act...

United StatesRemote

Reposted 1 week ago

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

$145K - $220K *

Drive impactful product marketing strategies for proactive security solutions, guiding market positioning, launches, and customer engagement. Collaborate with cross-functional teams to shape product d...

United StatesRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$120K - $145K *

Join a team that's redefining product management by leading cross-product initiatives and shared services. Collaborate with diverse teams to drive innovation, enhance platform capabilities, and delive...

United StatesRemote

4 days ago

  •   Less than 5 years exp.  •   Information Technology

$110K - $130K *

Take ownership of a $6M+ enterprise portfolio, driving renewals and expansions while building strategic relationships with key stakeholders. Collaborate cross-functionally to ensure account health and...

New York, NYRemote

1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$95K - $115K *

Join a team that's dedicated to enhancing application performance through expert Dynatrace monitoring. Collaborate with IT professionals to analyze, troubleshoot, and optimize application performance...

St. Louis, MORemote

2 weeks ago

  •   Less than 5 years exp.  •   Staffing

$132K - $193K *

Shape the future of customer service by leading ServiceNow transformations, designing scalable processes, and collaborating with stakeholders to enhance client onboarding and service delivery across m...

United StatesRemote

4 days ago

  •   5 - 7 years exp.  •   Information Technology

$65K - $125K *

Engage with key markets in Oklahoma and Arkansas, developing strategic relationships and driving sales growth through solution selling and customer satisfaction in the electronics industry...

Oklahoma City, OKRemote

Today

  •   Less than 5 years exp.  •   Consumer Technology

$125K - $150K *

Pioneer the success of large-scale construction projects, ensuring timely delivery and quality standards. Lead diverse teams, manage client relationships, and drive strategic planning while overseeing...

Texas, USRemote

3 days ago

  •   8 - 10 years exp.  •   Enterprise Technology

$106K - $197K *

Join a team that's dedicated to empowering customers in global trade. As a Customer Success Manager, you'll leverage your expertise to drive client success, foster relationships, and ensure optimal va...

RemoteRemote

1 week ago

  •   Less than 5 years exp.  •   Media

$80K - $89K *

Elevate your career by developing innovative software solutions, driving product enhancements, and collaborating within an Agile team. Utilize core technologies like JavaScript, HTML, and CSS to deliv...

Toronto, ONRemote

6 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$145K - $160K *

Grow your career with a dynamic role that drives enterprise software sales, focusing on new logos and expansive opportunities, while collaborating with global partners to achieve strategic goals and c...

San Francisco, CARemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$69K - $104K *

Transform the landscape of identity security by managing and expanding client relationships. Drive sales success through strategic planning, pipeline management, and collaboration with internal teams...

New York, NYRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information 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.