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.
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
$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...
3 days ago
$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...
1 week ago
$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...
1 week ago
$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...
1 week ago
Sr. Consultant - Workday Advanced Compensation
$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...
3 weeks ago
$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...
Reposted 3 weeks ago
Senior Infrastructure Security Engineer
$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...
Today
Strategic Enterprise Account Manager - USA Remote
$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...
2 days ago
$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...
4 weeks ago
Senior Engineering– ERCOT Modeling Team
$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...
Today
Forward Deployed Solution Engineer - Applied AI FDE
$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...
2 weeks ago
Staff Attack Engineer, External
$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...
1 week ago
$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...
Reposted 3 weeks ago
Senior Interoperability Architect
$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...
3 weeks ago
Senior Strategic Account Executive, Automotive
$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...
1 week ago
Principal Consultant - Education Cloud Architect
$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...
2 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.