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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$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...

United StatesRemote

Reposted 3 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$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...

RemoteRemote

2 weeks ago

  •   8 - 10 years exp.  •   Enterprise Technology

$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...

United StatesRemote

3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$63K - $111K *

Elevate project execution by supporting engineering and construction teams in delivering complex industrial infrastructure projects through technical coordination and quality assurance activities...

United StatesRemote

3 days ago

  •   5 - 7 years exp.  •   Real Estate & Construction

$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...

Pennsylvania, USRemote

3 days ago

  •   5 - 7 years exp.  •   Pharmaceuticals & Biotech

$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...

Maryland, USRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

$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...

Georgia, USRemote

Reposted 2 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$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...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$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...

United StatesRemote

3 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$75K - $93K *

Elevate market share by executing strategic sales plans, targeting key customers, and fostering relationships to achieve KPIs. Collaborate with leadership to drive growth in air medical services and e...

California, USRemote

3 days ago

  •   Less than 5 years exp.  •   Healthcare

$117K - $195K *

Transform ServiceNow solutions by designing, developing, and deploying customized applications. Collaborate with stakeholders to ensure compliance and optimize performance across various modules while...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$148K - $263K *

Join a team that's dedicated to developing innovative ServiceNow solutions, enhancing system performance, and ensuring compliance with federal security frameworks while collaborating with stakeholders...

United StatesRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$125K - $138K *

Engineer operational excellence by leading the Problem Management team, driving post-incident processes, and fostering continuous improvement initiatives to enhance platform stability and customer exp...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Healthcare

$110K - $130K *

Champion the optimization of Workday Advanced Compensation by leading implementations and enhancing HCM modules. Partner with clients and teams to drive innovation, deliver strategic solutions, and en...

RemoteRemote

3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$140K - $170K *

Execute complex, cross-functional initiatives while navigating ambiguity and redefining operational models. Your strategic insights and leadership will propel projects to success and enhance overall o...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$87K - $161K *

Join a team that's enhancing security across hybrid and cloud environments. This role focuses on maturing Attack Surface Management and Breach Attack Simulation programs, ensuring robust security visi...

Missouri, USRemote

Today

  •   Less than 5 years exp.  •   Healthcare

$120K - $180K *

Join as a Strategic Enterprise Account Manager, owning a territory to drive sales and enhance customer relationships. Collaborate with a talented team to position cutting-edge technologies and maintai...

Texas, USRemote

2 days ago

  •   Less than 5 years exp.  •   Information Technology

$110K - $130K *

Join us to transform enterprise OS infrastructure through modern practices, leveraging your Python expertise and operational skills to drive modernization, package migrations, and effective CI/CD impl...

California, USRemote

4 weeks ago

  •   Less than 5 years exp.  •   Transportation

$110K - $130K *

Transform the future of energy by leading a team of engineers in power system modeling and NERC studies. Drive project success, enhance team capabilities, and support business development while ensuri...

Austin, TXRemote

Today

  •   Less than 5 years exp.  •   Energy & Utilities

$201K - $352K *

Join a team that's redefining enterprise AI by building scalable, LLM-enabled applications. Collaborate with customers to deliver impactful solutions, codify reusable assets, and shape the future of A...

Santa Clara, CARemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$238K - $280K *

Lead the charge in developing autonomous attack workflows for external surfaces, leveraging your expertise to enhance reconnaissance capabilities and mentor engineers while driving strategic technical...

United StatesRemote

1 week ago

  •   8 - 10 years exp.  •   Information Technology

$80K - $95K *

Advance your career by leading incident response efforts in a dynamic IT environment. Coordinate multi-team activities to restore operations efficiently, ensuring compliance with best practices and dr...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$120K - $145K *

Lead the charge in developing interoperability specifications for Veteran health information exchange, collaborating with cross-functional teams to enhance standards and ensure compliance with federal...

United StatesRemote

3 weeks ago

  •   8 - 10 years exp.  •   Healthcare

$125K - $150K *

Drive new business growth by owning strategic accounts in the automotive sector. Collaborate with key stakeholders, navigate complex organizations, and leverage insights to shape our go-to-market stra...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$125K - $150K *

Drive transformative Salesforce solutions in higher education as a trusted advisor. Lead architecture design, align technology with institutional goals, and ensure successful delivery of Education Clo...

United StatesRemote

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.