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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$80K - $95K *

Join us to drive new business and customer success in the education sector. Build relationships with K-12 leaders, execute strategic territory plans, and deliver impactful literacy solutions across th...

United StatesRemote

1 week ago

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

$220K - $250K *

Elevate your career as a Solutions Engineer, driving technical sales success through hands-on customer engagement, tailored demonstrations, and strategic solution design. Collaborate with teams to val...

San Francisco, CARemote

3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$135K - $157K *

Lead the charge in driving new business and expanding relationships within enterprise accounts. Collaborate with cross-functional teams to address complex identity challenges, ensuring measurable outc...

Washington, DCRemote

3 days ago

  •   5 - 7 years exp.  •   Information Technology

$103K - $141K *

Take ownership of customer success by driving adoption and value realization of the platform. Leverage your technical expertise to guide clients through onboarding and operationalization, ensuring sat...

United StatesRemote

5 days ago

  •   5 - 7 years exp.  •   Information Technology

$95K - $115K *

Join a team that's dedicated to enhancing customer success in cybersecurity. Leverage your expertise to build trusted relationships, drive product adoption, and ensure client satisfaction while naviga...

United StatesRemote

4 days ago

  •   Less than 5 years exp.  •   Consumer Technology

$210K - $322K *

Join a dynamic team to lead and empower Solutions Engineers, driving technical sales excellence while fostering collaborative innovation and ensuring customer success through strategic insights and re...

United StatesRemote

3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$80K - $97K *

Unlock your potential as you drive customer success in Higher Education. Build trusted relationships, manage strategic accounts, and ensure satisfaction through effective collaboration and tailored su...

United StatesRemote

3 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$80K - $95K *

Join a team that's dedicated to ensuring database and application reliability. This role focuses on diagnosing outages, coordinating recovery efforts, and supporting enterprise IT operations to mainta...

Chicago, ILRemote

Today

  •   5 - 7 years exp.  •   Enterprise Technology

$100K - $120K *

Join a dynamic team to drive innovative cancer screening solutions, engaging healthcare providers and enhancing patient outcomes. Leverage your sales expertise to promote groundbreaking technologies a...

Illinois, USRemote

1 week ago

  •   Less than 5 years exp.  •   Healthcare

$80K - $121K *

Unlock the potential of customer learning by delivering innovative, impactful training experiences. Drive engagement through digital programs and live sessions, ensuring thousands of customers succeed...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$80K - $95K *

Champion the end-to-end management of high-touch implementations, ensuring efficient customer onboarding for B2B SaaS solutions while enhancing customer satisfaction and achieving optimal time-to-valu...

RemoteRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$150K - $200K *

Unlock potential by driving growth in data center and energy markets. Identify new business opportunities, build strategic client relationships, and leverage technical expertise to deliver integrated...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Business Services

$170K - $209K *

Transform the observability landscape as a senior leader, guiding Dynatrace practices and mentoring consultants. Drive customer engagements and elevate delivery quality while shaping the future of Obs...

Atlanta, GARemote

3 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$121K - $201K *

Transform client experiences by leveraging marketing technology solutions. Collaborate with sales and customer success teams to drive strategic engagements, uncover client needs, and deliver tailored...

Massachusetts, USRemote

2 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$100K - $120K *

Empower enterprise growth by managing strategic accounts, building relationships, and driving pipeline development. Collaborate with cross-functional teams to deliver impactful solutions and expand ma...

CanadaRemote

4 days ago

  •   5 - 7 years exp.  •   Enterprise Technology

$120K - $140K *

Transform your career by leading complex design change projects from inception to execution. Collaborate with cross-functional teams, manage substantial budgets, and drive innovation in a fast-paced e...

United StatesRemote

4 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$100K - $130K *

Take ownership of developing innovative software solutions, leveraging new technologies and processes. Collaborate closely with customers to create high-quality applications while adapting to evolving...

United StatesRemote

1 week ago

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

$95K - $115K *

Lead the charge in implementing the Deacom ERP platform, driving customer success through expert consultation, project management, and tailored solutions. Collaborate with clients to enhance business...

United StatesRemote

3 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$90K - $110K *

Drive the administration and enhancement of Nagios XI monitoring systems, ensuring optimal performance and coverage across diverse environments. Collaborate with IT teams to identify gaps and implemen...

Pennsylvania, USRemote

3 days ago

  •   Less than 5 years exp.  •   Information Technology

$101K - $140K *

Partner with us to drive client success by nurturing relationships with C-Level executives, identifying growth opportunities, and ensuring optimal value delivery across a portfolio of Large Enterprise...

Alaska, USRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Business Services

$83K - $115K *

Transform service delivery by leading a skilled team of engineers, ensuring operational excellence and customer satisfaction through effective coordination and relationship management. Drive continuou...

RemoteRemote

3 days ago

  •   5 - 7 years exp.  •   Pharmaceuticals & Biotech

$235K - $265K *

Play a key role in driving customer success by designing scalable data management solutions. Collaborate with sales and technical teams to deliver innovative architectures for diverse workloads across...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$163K - $245K *

Optimize enterprise application delivery and security solutions by partnering with key stakeholders to design and implement modern architectures across multi-cloud environments, driving innovation and...

RemoteRemote

Today

  •   5 - 7 years exp.  •   Information Technology

$150K - $175K *

Accelerate progress at enterprise accounts by driving new business and expansion revenue. Leverage your expertise in B2B SaaS sales to manage the full sales cycle, build relationships, and identify gr...

Washington, USRemote

1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$100K - $140K *

Optimize IT service operations by enhancing ServiceNow workflows and collaborating with a multidisciplinary team to deliver reliable services and measurable outcomes in a remote environment...

United StatesRemote

6 days ago

  •   Less than 5 years exp.  •   Business 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.