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 *

Take ownership of complex technical issues, driving resolution and enhancing customer experience through deep problem-solving and collaboration with cross-functional teams...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Healthcare

$138K - $165K *

Shape the future of AI products by leading strategy, execution, and cross-functional collaboration. Drive innovation and deliver exceptional value through effective stakeholder influence and team lead...

CanadaRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$125K - $150K *

Champion security excellence by driving secure SDLC practices, managing compliance, and leading incident response. Collaborate with DevOps and ensure robust risk management practices to protect vital...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$90K - $105K *

Join a team that's dedicated to delivering top-tier service and support for complex systems in the U.S. Federal Government. Engage in hands-on maintenance and ensure operational excellence while trave...

RemoteRemote

Today

  •   Less than 5 years exp.  •   Telecommunications & Hardware

$100K - $185K *

Empower clients by leveraging deep ONESOURCE Direct Tax expertise to design innovative solutions using AI and automation tools. Engage directly with customers, manage projects, and drive efficiency wh...

RemoteRemote

1 week ago

  •   8 - 10 years exp.  •   Media

$92K - $138K *

Unlock your potential by joining a dynamic team focused on delivering top-notch Ultrasound IT support. Collaborate with customers to resolve complex technical issues in a fast-paced environment, ensur...

United StatesRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Business Services

$90K - $115K *

Unlock new opportunities as you drive revenue growth through strategic prospecting and consultative selling in the K-12 education sector. Build lasting relationships and deliver impactful solutions th...

Texas, USRemote

3 days ago

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

$90K - $115K *

Join a dynamic team as you drive revenue growth by identifying new opportunities and expanding existing accounts in K-12 education. Leverage your consultative selling skills to deliver impactful solut...

RemoteRemote

3 days ago

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

$90K - $115K *

Unlock potential by driving revenue growth through strategic prospecting and consultative selling in K-12 education. Build relationships, identify opportunities, and deliver impactful solutions that e...

CanadaRemote

3 days ago

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

$90K - $115K *

Shape the future of educational sales by driving growth through consultative solutions, managing customer relationships, and closing new business in the K-12 sector. Leverage your expertise to achieve...

RemoteRemote

1 week ago

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

$90K - $115K *

Grow your career with a dynamic sales role focused on K-12 education solutions. Drive revenue through prospecting, consultative selling, and strategic account planning while building lasting customer...

RemoteRemote

1 week ago

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

$80K - $95K *

Engage in high-impact IT operations management, driving ServiceNow and cloud environments. Collaborate with top talent to enhance service delivery, ensuring compliance and customer satisfaction while...

CanadaRemote

4 days ago

  •   Less than 5 years exp.  •   Information Technology

$80K - $100K *

Champion the design and implementation of advanced communication systems, ensuring optimal functionality through troubleshooting and support. Collaborate across teams while managing extensive travel t...

RemoteRemote

3 weeks ago

  •   Less than 5 years exp.  •   Telecommunications & Hardware

$115K - $130K *

Shape the future of our global environmental monitoring products by leading product marketing, influencing sales strategies, and enhancing competitive positioning. Collaborate across teams to create i...

United StatesRemote

Reposted 4 days ago

  •   8 - 10 years exp.  •   Energy & Utilities

$105K - $120K *

Grow your career with a strategic marketing role focusing on product positioning, competitive intelligence, and sales enablement for a suite of environmental monitoring products, delivering impactful...

CanadaRemote

Reposted 4 days ago

  •   8 - 10 years exp.  •   Energy & Utilities

$110K - $130K *

Join a team that's driving strategic growth by deepening executive relationships and expanding our platform's impact across high-value customer accounts. Collaborate with cross-functional teams to sol...

United StatesRemote

3 days ago

  •   5 - 7 years exp.  •   Information Technology

$85K - $115K *

Join a dynamic team to drive sales of mission-critical technology for public safety. Engage with emergency response agencies, navigate complex procurement cycles, and deliver innovative solutions that...

RemoteRemote

2 weeks ago

  •   Less than 5 years exp.  •   Telecommunications & Hardware

$110K - $130K *

Explore the dynamic role of a Program Manager, overseeing end-to-end data collection programs. Drive operational excellence, client satisfaction, and strategic execution in a fast-paced environment, e...

United StatesRemote

4 days ago

  •   Less than 5 years exp.  •   Information Technology

$160K - $180K *

Collaborate with partners to build a robust technical foundation for channel sales. Enable engineers to independently deploy solutions, ensuring technical readiness and driving measurable success in p...

United StatesRemote

2 days ago

  •   Less than 5 years exp.  •   Information Technology

$135K - $160K *

Pioneer the future of AI as a Senior Engineer specializing in semantic web technologies, bridging business and tech to create scalable data solutions that enhance analytics, knowledge management, and...

RemoteRemote

3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$149K - $256K *

Lead the technical strategy for complex global opportunities, collaborating with sales teams to develop tailored solutions. Drive technical discovery, architecture design, and customer engagement to e...

California, USRemote

3 days ago

  •   11 - 15 years exp.  •   Enterprise Technology

$110K - $130K *

Lead the charge in delivering technical expertise for ProAV solutions, ensuring successful customer onboarding, advanced troubleshooting, and pre-sales support across the North Central U.S. while enga...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$110K - $130K *

Unlock potential by driving sales strategies for net-new logo acquisition. Own the full sales cycle, engage diverse stakeholders, and navigate complex procurement paths to achieve revenue targets and...

Raleigh, NCRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$110K - $130K *

Accelerate progress at the forefront of technology sales, driving net-new acquisitions and managing complex sales cycles. Engage diverse stakeholders and deliver impactful presentations, all while nav...

Jersey City, NJRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Information Technology

$208K - $264K *

Transform customer engagements by providing tailored technical solutions, leveraging Cisco's products. Collaborate with account teams to educate clients and drive impactful outcomes, ensuring alignmen...

Nashville, TNRemote

Reposted 2 weeks ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

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.