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.
ServiceNow / API Engineer – ITSM Operations
$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...
6 days ago
Senior Solutions Engineer (NY/NJ/PA)
$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...
Today
Enterprise Account Executive- PACNW
$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...
1 week ago
Senior Systems Engineer (Southeast Region) - Hybrid Cloud Storage
$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...
1 week ago
Senior Software Engineer (New Health Care Company)
$106K - $145K *
Join us to lead the development of innovative software solutions for the healthcare industry, ensuring high-quality standards and security practices while collaborating with global teams to solve comp...
2 days ago
Senior Software Engineer (New Health Care Company)
$106K - $145K *
Pioneer innovative software solutions in healthcare, leading development efforts and collaborating with global teams to create high-quality, secure applications using modern technologies and practices...
2 days ago
Field Service Engineer II, LCMS - SF Bay Area, CA
$72K - $93K *
Lead the charge in delivering top-tier service for advanced analytical instruments. Collaborate with diverse clients across research and healthcare to install, maintain, and repair cutting-edge equipm...
Reposted 2 weeks ago
Enterprise Customer Success Manager
$125K - $145K *
Grow your career with us by managing 15-20 high-value enterprise accounts, driving customer success outcomes, and fostering relationships with executive stakeholders while navigating a dynamic, fast-p...
Reposted 3 weeks ago
Application Engineer (Technical Sales) - Defense
$108K - $181K *
Create impactful technical solutions in military electrification projects. Collaborate with defense clients and provide expertise throughout the proposal process, ensuring compliance and mission effec...
Reposted 3 days ago
$170K - $200K *
Transform your career by leading strategic relationships with key national partners, driving significant sales growth while navigating complex market dynamics. Collaborate closely with leadership to t...
Reposted 1 week ago
Site Reliability Engineer, Provider Operations
$125K - $150K *
Join our team to enhance the operational health of AI provider endpoints. You'll ensure fast, reliable routing and proactive problem detection, contributing to a seamless experience for our customers...
2 weeks ago
$100K - $120K *
Lead the charge in building strategic relationships with key customers, driving account growth through innovative solutions and collaboration. Leverage your expertise to enhance customer satisfaction...
3 days ago
Principal Customer Solutions Engineer
$125K - $150K *
Join a team that's dedicated to delivering innovative technical solutions, guiding customers through complex digital transformations, and enhancing software capabilities within a collaborative environ...
3 weeks ago
AI Solution/Principal Engineer
$150K - $180K *
Engineer cutting-edge AI evaluation strategies and infrastructure, ensuring quality and reliability across multi-tenant systems. Collaborate with senior teams to enhance product decisions through robu...
2 weeks ago
Test Automation Architect (JavaScript / Python)
$120K - $145K *
Unlock potential by leading the design and implementation of cutting-edge test automation solutions, leveraging JavaScript and Python to enhance scalability, quality, and speed in the software develop...
3 weeks ago
$75K - $158K *
Support the evolution of Oracle EPM solutions, enhancing business operations through requirements gathering, configuration, and collaboration to drive improvements for military and civilian agencies...
Reposted 1 week ago
Platform Engineer (ServiceNow)
$110K - $130K *
Pioneer the administration and development of core business systems, focusing on ServiceNow. Collaborate with cross-functional teams to create scalable solutions that enhance operations, service, and...
Reposted 3 days ago
Territory Account Manager - Federal Sales
$114K - $152K *
Join a team that's driving growth in federal sales by developing relationships with key clients in the Department of War. Leverage your expertise to manage a sales pipeline, achieve targets, and provi...
2 weeks ago
$80K - $95K *
Shape the future of technical support by resolving complex issues, collaborating with teams, and training staff to enhance customer experiences and optimize services in a dynamic environment...
3 weeks ago
$63K - $111K *
Elevate project execution by supporting engineering and construction teams in delivering complex industrial infrastructure projects through technical coordination and quality assurance activities...
3 days ago
Senior Account Executive - Life Sciences Business Solutions & Consulting - Remote , United States
$110K - $130K *
Engage with senior executives to drive strategic growth in life sciences. You'll build trusted relationships, identify client needs, and deliver tailored consulting solutions that address complex busi...
3 days ago
Lead IT Systems Engineer - Public Sector
$116K - $155K *
Transform the future of networking by leading hands-on system integration; design, implement, and optimize solutions. Collaborate across teams to enhance efficiencies and deliver top-tier operational...
Reposted 1 week ago
Senior Sales Engineer - Healthcare (Remote South Atlantic)
$105K - $158K *
Support the sales engineering team in driving technical strategies for Healthcare accounts. Build relationships across teams while working with advanced technology to enhance sales solutions, contribu...
Reposted 2 weeks ago
Cloud Account Executive, SLED: Slack
$141K - $189K *
Champion innovative Salesforce Slack solutions for SLED clients, driving revenue and customer engagement. Collaborate with teams to identify opportunities and ensure satisfaction while exceeding sales...
1 week ago
Level 3 Managed Services Engineer -- Microsoft
$95K - $115K *
Join a team that's dedicated to optimizing Microsoft-based systems, providing advanced technical support, and enhancing IT infrastructure. Collaborate with experts to resolve complex issues and drive...
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.