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.
Senior Enterprise Services Identity Engineer (Dallas, TX LOCAL CANDIDATES ONLY)
$120K - $145K *
Join a team that's shaping secure identity solutions across the enterprise. Lead the design and implementation of identity and access controls, ensuring compliance and operational efficiency while col...
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Senior Director, Project Management, Health & Life Sciences Market Research (Remote, US-based only)
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Shape the future of project management in global health by leading teams, ensuring timely delivery, and driving operational excellence across multiple projects while aligning with client and business...
3 days ago
Supervisor, Cloud Technical Account Management
$110K - $120K *
Lead the charge in driving growth and performance of Cloud Technical Account Management, overseeing a team to enhance service delivery, manage financial metrics, and partner with sales for customer su...
6 days ago
Senior Oracle Integration & API Engineer
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Join a team that's transforming federal HR systems by engineering integration solutions between Oracle Fusion Cloud HCM and key federal platforms to drive modernization efforts across multiple agencie...
Reposted 1 week ago
Staff Product Marketing Manager (PMM), Provider Growth
$190K - $238K *
Champion provider growth by shaping strategies that enhance engagement and acquisition. Collaborate cross-functionally to create compelling messaging and drive impactful go-to-market initiatives, ensu...
4 days ago
$111K - $150K *
Elevate your career by leading the design and integration of advanced electrical control systems. Collaborate with engineering teams to enhance efficiency and mentor junior members while ensuring proj...
3 weeks ago
$112K - $169K *
Transform enterprise trial experiences by leading tailored execution of Samsara technology. Collaborate across teams to drive success in customer trials, ensuring impactful outcomes that enhance sales...
Reposted 6 days ago
Client Delivery Manager - Revenue Cycle (REMOTE)
$80K - $95K *
Champion operational excellence by managing client accounts, translating performance data into actionable insights, and fostering strong relationships to align expectations with capabilities. Drive co...
1 week ago
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Lead transformative negotiations by crafting innovative financial contracts that drive revenue growth and enhance customer relationships, while managing complex stakeholder dynamics and mitigating ris...
1 week ago
Territory Manager, SF Bay Area
$130K - $210K *
Elevate our market presence by driving new business and expansion through strategic territory management, partner collaboration, and impactful training initiatives to create a robust sales pipeline an...
1 week ago
Account Development Representative II
$81K - $105K *
Advance your sales career by driving demand and building enterprise accounts. In this hybrid role, you'll engage with industry leaders while honing your SaaS sales skills and paving the way for future...
Reposted 1 week ago
Functional Consultant – PeopleSoft FSCM – Application Support
$110K - $130K *
Unlock potential by leveraging your expertise in PeopleSoft Financials and Supply Chain to drive project success, enhance client relationships, and deliver optimal solutions in a collaborative environ...
6 days ago
Senior Principal Structural Engineer - Data Center Infrastructure (FE)
$156K - $281K *
Join a team that's redefining structural engineering for data centers. As a Senior Principal Structural Engineer, you'll ensure the integrity of innovative designs, collaborating across disciplines to...
3 days ago
Oracle EPM Senior Project Manager
$120K - $145K *
Lead Oracle Cloud EPM projects, ensuring timely delivery and high quality. Collaborate with stakeholders and manage resources to achieve project objectives, fostering team success and effective commun...
Reposted 1 week ago
Senior Product Marketing Manager, MSSP
$132K - $182K *
Lead the charge in crafting compelling MSSP messaging and content, aligning with corporate narratives while enhancing partner enablement. Collaborate cross-functionally to drive sales and operational...
1 week ago
$150K - $180K *
Champion enterprise systems diligence and value creation engagements, assessing technology, processes, and infrastructure to drive operational excellence and strategic insights for investors and manag...
1 week ago
Software Engineer III - IntelliScript (Remote)
$104K - $199K *
Optimize innovative software solutions for Life Sciences, focusing on clinical data or AI-assisted delivery. Collaborate in a fast-paced environment to shape early products, ensuring efficiency and co...
3 weeks ago
Principal Product Manager- Activation
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Transform the owner activation journey by streamlining processes from agreement to live listing. Drive metrics on activation rates and retention while collaborating with teams to enhance onboarding ef...
3 days ago
Technical Customer Success Manager, API
$83K - $132K *
Unlock customer success by leading onboarding and technical support for Media API clients. Collaborate across teams to ensure seamless integrations and foster long-term relationships, enhancing user e...
Reposted 2 weeks ago
$112K - $125K *
Champion customer success by managing strategic partnerships, optimizing client engagement, and driving value through innovative solutions in the healthcare sector. Collaborate with C-level executives...
2 weeks ago
$118K - $132K *
Drive customer success by managing partnerships and optimizing solutions for enterprise clients. Leverage your consulting expertise to engage C-level executives and enhance value in the healthcare sec...
2 weeks ago
Business Analyst (ITSM Platform Requirements)
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Drive impact by analyzing ITSM platform requirements, collaborating with stakeholders to develop solutions, and supporting the ITCR process, ensuring efficient delivery of enterprise IT customer suppo...
3 weeks ago
SSD - Service Account Manager - Southern Territory
$147K - $246K *
Join a dynamic team to drive service sales and customer growth across the Southern Territory. Leverage your expertise in account management and business development to enhance customer partnerships an...
2 weeks ago
Epic Application Analyst - Beacon
$80K - $95K *
Drive the design, build, testing, and support of applications, ensuring optimal functionality and user satisfaction while collaborating with interdisciplinary teams to enhance workflows and resolve co...
4 days ago
Strategic Account Executive (SAE) - Federal Employee Program (FEP) Specialty Pharmacy Program
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Empower client relationships as a strategic leader in specialty pharmacy, driving retention and cost-saving solutions. Collaborate with internal teams to enhance client satisfaction and deliver impact...
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.