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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$125K - $150K *

Grow your career with a leading AI inference platform, optimizing GPU performance and collaborating with teams to enhance execution. Drive innovation in low-level coding and hardware integration for c...

Austin, TXRemote

6 days ago

  •   Less than 5 years exp.  •   Information Technology

$109K - $141K *

Lead customer success initiatives by partnering with top clients to enhance their operations using IoT solutions. Collaborate cross-functionally to design customized success plans and strategies that...

CanadaRemote

Reposted yesterday

  •   Less than 5 years exp.  •   Enterprise Technology

$88K - $118K *

Join a team that's dedicated to enhancing customer success by fostering partnerships with top clients, resolving challenges, and driving value in a fast-paced environment. Enjoy cross-functional colla...

United StatesRemote

Reposted 1 week ago

  •   Less than 5 years exp.  •   Enterprise Technology

$232K - $320K *

Champion the technical leadership of your district team, guiding them to deliver innovative cybersecurity solutions while fostering customer relationships and ensuring value realization from investmen...

Texas, USRemote

1 week ago

  •   Less than 5 years exp.  •   Enterprise Technology

$250K - $300K *

Join a team that's redefining critical infrastructure sales by leading full-cycle engagements, building lasting client relationships, and collaborating with experts to deliver tailored solutions in th...

Florida, USRemote

3 weeks ago

  •   5 - 7 years exp.  •   Energy & Utilities

$150K - $180K *

Drive impactful go-to-market strategies for Global Systems Integrators. Leverage your product marketing expertise to create valuable enablement resources that empower partners and enhance Cyera's data...

RemoteRemote

Reposted 2 days ago

  •   5 - 7 years exp.  •   Information Technology

$160K - $190K *

Elevate healthcare solutions by transforming complex data needs into scalable systems. Collaborate with cross-functional teams to design and build data pipelines and insightful dashboards that enhance...

United StatesRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Hospitals & Medical Centers

$130K - $155K *

Optimize cloud security infrastructure and enhance detection capabilities while investigating and responding to alerts. Contribute to building internal tools to elevate security measures, your experti...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Consumer Technology

$159K - $265K *

Join a team that's leading the design and optimization of multi-cloud infrastructure. Drive cloud adoption and innovation while ensuring scalability, security, and cost-effectiveness across Azure, AWS...

Arizona, USRemote

2 weeks ago

  •   11 - 15 years exp.  •   Hospitals & Medical Centers

$90K - $153K *

Empower engineering teams by driving enterprise-scale Infrastructure as Code (IaC) initiatives. Design and build reusable automation solutions, establish standards, and collaborate across teams to tra...

Arizona, USRemote

1 week ago

  •   Less than 5 years exp.  •   Finance & Insurance

$145K - $165K *

Champion revenue growth by building partnerships with city officials and transport operators. Navigate complex sales cycles, execute market plans, and provide strategic insights for sustainable public...

United StatesRemote

Reposted 2 weeks ago

  •   5 - 7 years exp.  •   Transportation

$110K - $130K *

Shape the future of technology initiatives by managing strategic direction, overseeing system builds, and enhancing employee experiences through collaboration with stakeholders and effective project e...

Pennsylvania, USRemote

5 days ago

  •   5 - 7 years exp.  •   Hospitality & Recreation

$88K - $106K *

Empower customer success by managing a portfolio of accounts, driving product adoption, and ensuring account health. Build trusted relationships and coordinate renewals while leveraging insights to en...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$90K - $152K *

Advance your career by leading mainframe capacity planning initiatives, optimizing performance, and driving automation solutions. Collaborate with teams to enhance operational efficiency and mentor ju...

United StatesRemote

4 days ago

  •   8 - 10 years exp.  •   Information Technology

$100K - $120K *

Unlock potential by leading strategic growth initiatives in the Public Sector. As a trusted advisor, you'll enhance client relationships and drive adoption of innovative health solutions, ensuring mea...

RemoteRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$80K - $95K *

Deliver advanced technical support for desktop, server, and cloud environments, ensuring optimal performance and security. Mentor junior staff while resolving complex issues and enhancing client satis...

California, USRemote

3 days ago

  •   Less than 5 years exp.  •   Information Technology

$100K - $120K *

Accelerate your career by driving sales of innovative cancer screening technologies. Collaborate with healthcare providers to enhance patient outcomes and expand market reach while achieving sales tar...

California, USRemote

4 days ago

  •   Less than 5 years exp.  •   Healthcare

$131K - $243K *

Join a team that's driving sustainment transformation and adoption across programs. As a Project Engineer Staff, you'll lead initiatives, coordinate projects, and enhance processes to ensure successfu...

Florida, USRemote

1 week ago

  •   Less than 5 years exp.  •   Aerospace & Defense

$59K - $111K *

Lead the proposal management process by developing bid strategies, ensuring compliance with regulations, and coordinating data collection to deliver comprehensive proposals that meet technical and cos...

RemoteRemote

3 days ago

  •   Less than 5 years exp.  •   Aerospace & Defense

$110K - $130K *

Join a team that's driving growth in Media & Entertainment by owning the full sales cycle, building relationships with key stakeholders, and expanding our presence across studios, networks, and platfo...

RemoteRemote

4 days ago

  •   5 - 7 years exp.  •   Enterprise Technology

$125K - $150K *

Drive strategic growth as you build relationships with C-level executives, lead complex sales cycles, and exceed quotas in selling enterprise-level SaaS solutions to $20bn+ clients while managing a de...

United StatesRemote

Reposted 3 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$110K - $130K *

Grow your career by driving sales and developing strategic relationships within major sectors across the AMER region, ensuring revenue maximization and effective execution of account strategies...

United StatesRemote

3 weeks ago

  •   Less than 5 years exp.  •   Telecommunications & Hardware

$120K - $145K *

Elevate software quality by leveraging AI-driven test automation solutions. In this role, you'll design scalable frameworks, integrate Generative AI, and collaborate with teams to enhance testing effi...

Georgia, USRemote

5 days ago

  •   Less than 5 years exp.  •   Information Technology

$80K - $95K *

Support client success by optimizing cloud monitoring and system performance. You will proactively oversee infrastructure reliability, leveraging Dynatrace and automation to enhance operational excell...

CanadaRemote

4 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$95K - $130K *

Transform the quality assurance landscape by leading manual and automated testing efforts, ensuring enterprise applications meet high standards for reliability, usability, and performance while collab...

Chicago, ILRemote

1 week ago

  •   5 - 7 years exp.  •   Business Services

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.