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 *

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

$130K - $160K *

Elevate your career by building and deploying ML and GenAI components for asset onboarding and diagnostics, enhancing automation and intelligent solutions in a dynamic, collaborative environment...

RemoteRemote

3 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$125K - $150K *

Drive growth by leveraging your expertise in SaaS sales, managing key accounts, and guiding customers from initial engagement to successful adoption and expansion. Collaborate with teams to enhance pr...

United StatesRemote

Reposted 3 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$112K - $193K *

Empower a dynamic engineering team to architect and deliver innovative web solutions, driving AI integration and enhancing user experiences while managing project timelines and budgets effectively...

Hartford, CTRemote

Reposted 3 days ago

  •   8 - 10 years exp.  •   Healthcare

$115K - $130K *

Transform enterprise client relationships by leveraging your technical expertise to drive strategic success, ensuring alignment between business goals and infrastructure needs while fostering collabor...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Technical Services

$140K - $175K *

Transform your career by engaging with federal clients, driving enterprise solutions, and building lasting relationships in a dynamic SaaS environment. Leverage your technical expertise to exceed sale...

United StatesRemote

Today

  •   5 - 7 years exp.  •   Information Technology

$105K - $127K *

Unlock strategic growth in healthcare by leading enterprise sales initiatives. Collaborate with cross-functional teams to drive client success and optimize experience management for top health systems...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$200K *

Drive impactful student journeys as a Senior Account Executive, guiding families through the admissions process. Leverage your sales expertise to foster relationships, exceed targets, and enhance our...

United StatesRemote

3 weeks ago

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

$110K - $130K *

Innovate and lead the design and development of scalable software solutions, guiding projects from concept to delivery. Mentor engineers and ensure technical excellence while collaborating with cross...

United StatesRemote

1 month ago

  •   Less than 5 years exp.  •   Healthcare

$87K - $111K *

Unlock potential by transforming data into actionable insights for product decisions. Collaborate with cross-functional teams to analyze trends, optimize processes, and drive growth in HSA products, w...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Healthcare

$130K - $150K *

Elevate support operations by leading AI transformation initiatives, enhancing customer experience and operational efficiency through strategic ServiceNow platform management and innovative workflow r...

RemoteRemote

1 week ago

  •   Less than 5 years exp.  •   Aerospace & Defense

$160K - $200K *

Lead the charge in designing and implementing scalable data solutions, orchestrating pipelines, and supporting advanced analytics in cloud environments. Collaborate with teams to deliver robust data a...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$100K - $125K *

Join a team that's redefining enterprise sales by driving new business through consultative strategies. Leverage your expertise to manage complex sales cycles, engage C-suite stakeholders, and exceed...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Business Services

$110K - $130K *

Join our team to manage full-service clinical trials, ensuring project delivery meets quality, time, and cost expectations while serving as the primary contact between sponsors and the organization...

North Carolina, USRemote

Reposted 4 weeks ago

  •   8 - 10 years exp.  •   Pharmaceuticals & Biotech

$110K - $130K *

Analyze cybersecurity risks and enhance client maturity through assessments, incident response strategies, and developing tailored recommendations. Collaborate with stakeholders while managing multipl...

Washington, DCRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$80K - $95K *

Unlock potential by leading advanced technical service operations, driving customer satisfaction and team collaboration while exceeding service expectations across diverse equipment and modalities...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Business Services

$110K - $130K *

Join a team that's redefining customer success by leading and mentoring CSMs. Drive scalable strategies for enterprise clients while optimizing their experience and outcomes as we grow and enhance our...

United StatesRemote

Reposted 4 days ago

  •   5 - 7 years exp.  •   Information Technology

$175K - $190K *

Drive growth in AI cybersecurity by engaging key decision-makers, managing the sales cycle, and building lasting relationships. Leverage your expertise to articulate value and collaborate with teams t...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$350K *

Accelerate progress at a leading sales team by developing executive-level relationships, driving revenue growth, and mastering complex sales processes in a dynamic environment. Your expertise will sha...

RemoteRemote

Today

  •   5 - 7 years exp.  •   Enterprise Technology

$150K - $180K *

Shape strategic sales initiatives targeting Fortune 2000 accounts. Drive complex sales cycles, engage with C-suite leaders, and leverage AI solutions to meet revenue goals while building a robust pipe...

United StatesRemote

Today

  •   5 - 7 years exp.  •   Information Technology

$214K - $309K *

Drive your career with a pivotal role in ASIC packaging, leading the Signal and Power Integrity Team to innovate high-speed designs, ensuring optimal performance and collaboration across engineering d...

RemoteRemote

3 weeks ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

$90K - $110K *

Transform the sales landscape by providing expert technical support and product demonstrations. Collaborate cross-functionally to address customer needs and enhance internal training, driving success...

RemoteRemote

2 weeks ago

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

$90K - $110K *

Join our team to deliver innovative waste management solutions. Collaborate with clients to optimize operations through tailored technology integrations and enhance sustainability efforts while drivin...

United StatesRemote

Reposted 1 week ago

  •   5 - 7 years exp.  •   Transportation

$102K - $154K *

Shape customer success by managing complex escalations, driving improvements, and coordinating cross-functional teams. Your leadership will enhance workflows and ensure high-quality resolutions, makin...

United StatesRemote

3 weeks ago

  •   Less than 5 years exp.  •   Enterprise 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.