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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$134K - $236K *

Lead the charge in harnessing AI to transform customer experiences, driving enterprise solutions that enhance operational efficiency and measurable performance through strategic leadership and advance...

Texas, USRemote

Reposted 1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$106K - $147K *

Help us transform accessibility in our products by leading initiatives, building automated tests, and enabling teams to integrate accessibility checks seamlessly into their workflows, ensuring complia...

Kentucky, USRemote

5 days ago

  •   5 - 7 years exp.  •   Healthcare

$110K - $130K *

Drive new business acquisition in strategic markets by leveraging cloud expertise and executive relationships. This high-impact role demands a disciplined seller with a proven track record in complex...

Austin, TXRemote

5 days ago

  •   5 - 7 years exp.  •   Finance & Insurance

$110K - $130K *

Unlock potential by driving new business acquisition in strategic markets. As a key player, you'll manage complex sales cycles, engage C-level executives, and leverage cloud solutions to deliver excep...

Raleigh, NCRemote

5 days ago

  •   5 - 7 years exp.  •   Finance & Insurance

$110K - $130K *

Lead customer engagement and service delivery in cloud and compliance projects. Manage project lifecycles, coordinate cross-functional teams, and ensure compliance with regulatory standards while main...

United StatesRemote

3 weeks ago

  •   Less than 5 years exp.  •   Technical Services

$125K - $150K *

Join us to drive strategic growth by managing key accounts, building executive relationships, and leading complex deals. Shape multi-year strategies and collaborate with a virtual team to deliver impa...

Waltham, MARemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$108K - $130K *

Champion new business growth by driving enterprise sales, managing complex deals, and leveraging cloud solutions. Engage C-suite stakeholders to deliver tailored outcomes and expand market presence in...

San Antonio, TXRemote

5 days ago

  •   5 - 7 years exp.  •   Finance & Insurance

$98K - $120K *

Elevate your career by facilitating Agile delivery and driving AI initiatives. Collaborate with cross-functional teams to implement cutting-edge technology pilots, ensuring stakeholder engagement and...

Washington, DCRemote

2 weeks ago

  •   Less than 5 years exp.  •   Technical Services

$100K - $120K *

Join a dynamic team to drive business growth in Public Safety across 7 states, engaging with various stakeholders and managing the full sales cycle. Leverage your solution expertise to enhance emergen...

United StatesRemote

Reposted 3 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$155K - $222K *

Partner with us to drive revenue growth in the AI security market by developing strategic alliances and go-to-market initiatives with key partners, enhancing sales capabilities, and influencing agency...

Washington DC, USRemote

3 days ago

  •   5 - 7 years exp.  •   Information Technology

$160K - $200K *

Empower clients by leading the implementation of innovative solutions, ensuring successful adoption and integration of Omnissa Workspace ONE. Collaborate with diverse teams to drive business outcomes...

RemoteRemote

1 week ago

  •   Less than 5 years exp.  •   Enterprise Technology

$90K - $110K *

Partner with us to drive strategic sales and build relationships within U.S. Federal Civilian agencies. Leverage your expertise in telecommunications and account management to achieve growth targets a...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$88K - $154K *

Drive security excellence by managing vulnerabilities, ensuring compliance, and maintaining system integrity. Collaborate with teams to remediate findings and uphold NIST standards in a hands-on techn...

United StatesRemote

2 weeks ago

  •   Less than 5 years exp.  •   Real Estate & Construction

$80K - $110K *

Unlock growth by driving high-impact engagements with C-suite security leaders. Utilize cutting-edge sales tools and collaborate seamlessly with Account Executives to generate valuable pipelines and f...

United StatesRemote

Reposted 2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$145K - $178K *

Join a team that's redefining technical documentation by creating engaging content that empowers users to master observability products. Collaborate with engineers and leverage AI tools to enhance wor...

CanadaRemote

1 week ago

  •   Less than 5 years exp.  •   Enterprise Technology

$125K - $150K *

Accelerate progress at the forefront of Oracle eBusiness Suite implementation, leading a skilled team to enhance financial modules while ensuring seamless project management and technical problem reso...

Arlington, VARemote

1 week ago

  •   15+ years exp.  •   Enterprise Technology

$93K - $179K *

Drive your career with a dynamic role providing Tier 2 technical support and operational engineering for enterprise infrastructure services. Collaborate with teams to troubleshoot and enhance system p...

San Antonio, TXRemote

2 weeks ago

  •   Less than 5 years exp.  •   Finance & Insurance

$175K - $185K *

Shape the future of product marketing by crafting compelling narratives and strategies. Collaborate with cross-functional teams to translate technical capabilities into impactful content and drive suc...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$90K - $120K *

Shape innovative engineering solutions as you lead complex projects, focusing on low to medium voltage power systems in industrial settings. Collaborate with cross-functional teams and mentor junior e...

Warrenville, ILRemote

5 days ago

  •   5 - 7 years exp.  •   Manufacturing & Automotive

$93K - $179K *

Contribute to innovative software solutions by designing, developing, and testing applications. Engage in all phases of the software lifecycle while mentoring junior engineers and enhancing operationa...

San Antonio, TXRemote

3 weeks ago

  •   Less than 5 years exp.  •   Finance & Insurance

$100K - $170K *

Execute enterprise-scale Infrastructure as Code (IaC) strategies, driving automation and collaboration across engineering teams. Design and build reusable infrastructure solutions to enhance operation...

Arizona, USRemote

1 week ago

  •   5 - 7 years exp.  •   Finance & Insurance

$135K - $160K *

Transform product security by leading strategy, conducting threat modeling, and collaborating across teams to ensure secure design and compliance. Drive innovation in security practices while mentorin...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$180K - $370K *

Unlock potential by leading a dynamic team of technical sales professionals to deliver innovative solutions. Engage with clients to drive results, enhance collaboration, and optimize sales strategies...

RemoteRemote

3 weeks ago

  •   5 - 7 years exp.  •   Technical Services

$110K - $130K *

Unlock new business opportunities within U.S. Federal Government agencies by driving strategic sales initiatives, building executive relationships, and navigating complex procurement processes to enha...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Enterprise Technology

$95K - $115K *

Unlock your potential by leading innovative healthcare solutions that enhance patient care and operational efficiency. Collaborate with teams to design, implement, and optimize systems, ensuring effec...

Chicago, ILRemote

1 week ago

  •   Less than 5 years exp.  •   Hospitals & Medical Centers

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.