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.

Remote
caret down
Compensation
caret down
Position Level
caret down
Time Posted
caret down
Industries
caret down
More
1
caret down

$90K - $110K *

Join a team that's driving AI adoption to enhance consulting outcomes. Leverage innovative technologies to improve workflows, empower consultants, and deliver exceptional client service in a rapidly e...

Overland Park, KSRemote

Reposted 1 week ago

  •   Less than 5 years exp.  •   Finance & Insurance

$69K - $93K *

Champion innovative IoT solutions by engaging with customers to understand their needs, providing technical expertise, and ensuring seamless integration of our technology into their operations, drivin...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Enterprise Technology

$100K - $151K *

Transform customer experiences by guiding enterprise clients through successful IoT deployments. Collaborate cross-functionally to maximize value and drive advocacy, all while embodying cultural princ...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$90K - $110K *

Champion growth by leveraging your engineering expertise to drive sales, build relationships, and expand market presence in a dynamic territory. Collaborate with teams to create impactful strategies a...

St. Paul, MNRemote

1 week ago

  •   5 - 7 years exp.  •   Consumer Technology

$212K - $268K *

Elevate customer experiences by providing expert technical solutions and guidance. Collaborate with account teams to showcase Cisco's innovative products, ensuring clients achieve their desired outcom...

San Francisco, CARemote

1 week ago

  •   5 - 7 years exp.  •   Telecommunications & Hardware

$150K - $180K *

Champion partner growth by leading a high-performing team focused on pre-sales excellence, solution strategy, and AI adoption. Drive business development and co-innovation while ensuring technical dis...

New York, NYRemote

3 days ago

  •   8 - 10 years exp.  •   Information Technology

$100K - $140K *

Champion the early stages of the sales journey by qualifying leads, conducting discovery calls, and collaborating cross-functionally to enhance customer engagement and drive automation solutions in ma...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Manufacturing & Automotive

$126K - $160K *

Drive impactful software solutions by collaborating with sales teams, leading demos, and managing technical inquiries. Leverage your expertise to enhance customer experiences and support enterprise tr...

San Diego, CARemote

3 days ago

  •   8 - 10 years exp.  •   Transportation

$116K - $159K *

Lead and transform complex incident response and digital forensics engagements, ensuring client satisfaction while mentoring team members and enhancing service offerings in a dynamic cybersecurity env...

Toronto, ONRemote

2 days ago

  •   5 - 7 years exp.  •   Information Technology

$90K - $110K *

Transform customer experiences by driving technical excellence in post-sale support. Collaborate with teams to ensure seamless handoffs, empower account managers, and resolve escalations, all while en...

United StatesRemote

2 weeks ago

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

$150K - $180K *

Lead the charge in driving enterprise sales by managing the full sales cycle, engaging with large organizations, and expanding relationships within the AI sector. Your expertise will be pivotal in est...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$120K - $145K *

Advance your career by managing complex cybersecurity incidents, leading response efforts, and developing comprehensive incident reports. Collaborate with teams to enhance security protocols and condu...

Montreal, QCRemote

Reposted 1 week ago

  •   Less than 5 years exp.  •   Information Technology

$120K - $145K *

Lead the charge in incident management and response, driving effective remediation strategies and assessments. Collaborate with teams to formulate incident response plans, conduct training exercises...

Atlanta, GARemote

1 week ago

  •   Less than 5 years exp.  •   Information Technology

$120K - $145K *

Join a team that's dedicated to enhancing cybersecurity through expert incident management, response, and analysis. Lead global efforts, develop training scenarios, and create comprehensive reports to...

Vancouver, BCRemote

Reposted 1 week ago

  •   Less than 5 years exp.  •   Information Technology

$162K - $180K *

Join a team that's redefining global operations for Remote Assistance, driving program launch and evolution across diverse AV partners. This role demands high autonomy and strategic decision-making to...

San Francisco, CARemote

1 week ago

  •   5 - 7 years exp.  •   Transportation

$100K - $120K *

Drive enterprise sales by building relationships with large dealership groups. Identify opportunities, navigate complex decision-making processes, and collaborate with internal teams to deliver tailor...

Des Moines, IARemote

2 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$154K - $221K *

Transform customer experiences by delivering tailored technical solutions, leading product evaluations, and guiding clients through cloud security challenges. Collaborate with a global team to drive i...

Colorado, USRemote

1 week ago

  •   5 - 7 years exp.  •   Information Technology

$132K - $211K *

Unlock potential by serving as a key technical leader, bridging engineering and enterprise architecture to eliminate adoption friction and enhance cloud-native infrastructure and AI platform deploymen...

RemoteRemote

Reposted 2 weeks ago

  •   15+ years exp.  •   Manufacturing & Automotive

$132K - $182K *

Unlock the potential of MSSP revenue operations by leading strategy and execution. Drive partner onboarding, deal governance, and revenue acceleration while collaborating across teams to enhance opera...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Enterprise Technology

$155K - $180K *

Lead the charge in optimizing delivery frameworks for complex global accounts, collaborating with VPs and executives to translate business needs into operational strategies, and mentoring peers to fos...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$120K - $145K *

Engage in technical presales as you partner with sales teams to deliver innovative customer service automation solutions. Leverage your expertise in AI, analytics, and customer engagement to enhance s...

United StatesRemote

Reposted 3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$110K - $130K *

Champion technical sales excellence by guiding clients through the sales cycle, enhancing product adoption, and collaborating with teams to drive customer satisfaction and revenue growth in the cybers...

New York, NYRemote

3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$56K - $114K *

Help us advance our secure computing environment by maintaining and optimizing infrastructure, ensuring reliability and performance, and supporting the deployment of new technologies while providing e...

Lansing, MIRemote

Reposted 4 weeks ago

  •   Less than 5 years exp.  •   Finance & Insurance

$110K - $130K *

Contribute to customer success as a technical liaison, driving adoption of AI-driven solutions while collaborating with cross-functional teams to enhance product value and performance. Foster strong r...

United StatesRemote

Reposted 2 weeks ago

  •   Less than 5 years exp.  •   Information Technology

$90K - $153K *

Lead the enhancement and administration of enterprise endpoint security technologies, collaborating with cross-functional teams to optimize security processes and improve detection capabilities in a g...

United StatesRemote

6 days ago

  •   Less than 5 years exp.  •   Finance & Insurance

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.