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.
$120K - $145K *
Join a dynamic team to shape the future of software engineering by leading AI-driven projects, mentoring engineers, and influencing product direction while ensuring high-quality outcomes across multip...
3 weeks ago
Sr. Software Engineer II, DevEx
$154K - $260K *
Develop AI-driven workflows to enhance CI/CD systems, ensuring safe, efficient software delivery. Collaborate with teams to reduce tech debt and improve production reliability while scaling engineerin...
3 weeks ago
Customer Advocacy Program Manager, Zoom Contact Center
$97K - $225K *
Empower customer advocacy by managing the full lifecycle of customer stories, securing references, and collaborating with cross-functional teams to enhance market visibility and drive strategic growth...
2 weeks ago
$150K - $180K *
Lead the charge in defining a new industry category by driving strategic enterprise sales, managing full sales cycles, and building consensus across organizational levels to deliver substantial busine...
Reposted 6 days ago
$150K - $180K *
Engage with leading organizations to drive large-scale agreements, managing the full sales lifecycle. Utilize strategic territory management and value engineering to articulate business value, while n...
2 weeks ago
$150K - $180K *
Unlock potential by leading enterprise sales initiatives, managing complex accounts, and driving strategic growth. You will navigate technical discussions and deliver value-driven solutions to top-tie...
2 weeks ago
$107K - $204K *
Champion Global Supply Chain Management activities for the Evolved SeaSparrow Missile portfolio, driving material strategies, forecasting, and supplier assessments to ensure timely delivery and operat...
Reposted 3 days ago
$110K - $130K *
Join our team to drive revenue growth by winning new business and establishing strategic relationships with key accounts. Collaborate with senior management to develop effective strategies and ensure...
1 week ago
$125K - $150K *
Transform product strategy by leading impactful initiatives that enhance user experience and drive growth. Collaborate with cross-functional teams to deliver innovative solutions that delight customer...
5 days ago
Enterprise Account Executive, KS/MO
$300K - $350K *
Pioneer sales growth in the cybersecurity sector by acquiring new accounts, nurturing relationships, and exceeding quotas. Leverage your expertise in disruptive solutions and channel partnerships to d...
3 days ago
$87K - $119K *
Drive operational excellence by leading a Technical Support team, ensuring top-tier service delivery and SLA adherence while managing high-priority incidents and fostering cross-functional collaborati...
3 weeks ago
$110K - $130K *
Lead the charge in driving technology sales by developing strategic territory plans, engaging executive decision-makers, and leveraging industry relationships to deliver innovative solutions and accel...
4 days ago
Sales Solutions Engineer - Digital Native
$152K - $190K *
Join a dynamic team to help developers secure applications by integrating innovative solutions into their processes. Enhance customer engagement through technical guidance to ensure efficient vulnerab...
Reposted 3 weeks ago
Senior Security Engineer - Threat Detection
$157K - $238K *
Empower our security initiatives as you develop and enhance threat detection systems, streamline data pipelines, and leverage AI for more effective monitoring and response, ensuring safety for our cus...
Reposted 3 weeks ago
Senior Security Engineer - Threat Detection
$157K - $238K *
Pioneer innovative threat detection engineering solutions that protect our infrastructure. Collaborate across teams to enhance our detection platform through advanced telemetry, improve pipeline relia...
Reposted 3 weeks ago
Service Performance / SLA Analyst (Journeyman)
$80K - $95K *
Lead the charge in performance measurement and service-level governance, analyzing data to enhance service quality and efficiency. Collaborate with stakeholders to develop actionable insights and main...
5 days ago
$69K - $99K *
Unlock growth by driving sales across academic, medical, and corporate markets. Build relationships, manage opportunities, and collaborate with teams to exceed targets and enhance customer satisfactio...
3 days ago
Senior Account Executive - Strategic Accounts (Expansion), Manufacturing - Remote (US)
$125K - $150K *
Unlock growth potential by expanding existing commercial accounts in enterprise asset management. Collaborate with stakeholders to drive value-led sales and shape market strategies in a dynamic, consu...
3 days ago
$110K - $130K *
The Startup Account Executive at OpenRouter will be responsible for driving new customer acquisition and building partnerships within the startup ecosystem. This role involves connecting with founders...
Reposted 3 weeks ago
Enterprise Account Manager - West Region - Remote
$110K - $130K *
Unlock your potential as you manage key accounts, drive sales growth, and enhance customer relationships. Collaborate with a talented team to position innovative technologies and maintain market leade...
2 weeks ago
$80K - $95K *
Unlock technical excellence by providing critical support for product implementations, ensuring seamless installations and troubleshooting for diverse technologies. Collaborate with teams to enhance c...
2 weeks ago
Account Executive, Mid Market (West)
$152K - $190K *
Join a team that's unlocking the potential of IoT for mid-sized businesses. Drive impactful sales, manage complex negotiations, and engage with diverse stakeholders to deliver innovative sensor soluti...
6 days ago
$125K - $150K *
Drive customer success by leading enterprise engagements and deploying AI solutions. Collaborate with cross-functional teams to ensure operational impact and long-term partnerships, enhancing efficien...
2 weeks ago
$120K - $200K *
Transform backend services and REST APIs in a collaborative environment. Leverage your software engineering skills to support cyber training initiatives, utilizing modern technologies and cloud infras...
1 week ago
ServiceNow Developer (EAM, HAM, SAM)) - Remote
$98K - $167K *
Unlock potential by designing and implementing scalable ServiceNow solutions, collaborating with stakeholders to enhance enterprise asset management and compliance within federal programs, ensuring al...
4 days 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.