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.
CST Project Manager (eCOA Manager) ** Remote several EMEA countries **
$80K - $95K *
Shape the future of clinical trials by managing CST services, ensuring data quality and integrity. Collaborate with teams and vendors to deliver projects from start to finish, while mentoring others a...
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Manage on-site construction activities, ensuring adherence to plans, schedules, and budgets. Oversee subcontractors, inspections, and safety protocols while coordinating with project teams for timely...
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Software Engineer – AI Applications & ServiceNow
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Drive the design and deployment of secure AI applications in cloud environments, integrating advanced technologies like machine learning and ServiceNow solutions to enhance operational efficiency and...
4 days ago
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Transform marketing strategies by connecting buyer needs with sales execution. Lead integrated campaigns, enhance customer engagement, and drive growth through innovative go-to-market planning and col...
2 weeks ago
Manufacturing Solutions Engineer
$80K - $95K *
Support manufacturers by implementing solutions that enhance operational performance. Collaborate with teams to drive adoption and deliver measurable improvements, ensuring lasting value from the plat...
5 days ago
Senior Site Reliability Engineer
$130K - $155K *
Transform our platform by enhancing performance and reliability as a Senior Site Reliability Engineer. Collaborate with teams to optimize Ruby on Rails applications, leverage AI for operational effici...
3 weeks ago
$180K - $190K *
Deliver innovative solutions by acquiring Fortune 500 clients, leading complex sales cycles, and building executive relationships. Drive value through AI insights and strategic partnerships, ensuring...
3 days ago
Enterprise Account Executive - Eastern Market
$110K - $130K *
Champion sales excellence by driving enterprise public safety solutions and cultivating strategic relationships, ensuring client satisfaction and operational improvement across medium to large governm...
Reposted 2 weeks ago
Account Executive, Commercial ( West)
$106K - $151K *
Grow your career with a dynamic team focused on delivering IoT solutions to small and medium businesses. Engage in end-to-end customer engagements, driving impactful sensor data insights while managin...
Reposted 3 weeks ago
Enterprise Sales Representative - Media & Entertainment - REMOTE - New York Metropolitan Area
$120K - $145K *
Accelerate progress at driving enterprise sales in the Media & Entertainment sector. This role emphasizes relationship building, territory planning, and achieving revenue targets through direct custom...
3 weeks ago
Area Clinical Leader, Sterilization Assurance
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Join a team that's dedicated to enhancing clinical practices in healthcare. As a strategic advisor, you'll collaborate with internal teams and customers, driving education and best practices while ens...
1 week ago
Senior Product Manager, Enterprise Chargemaster (eCME) | Revenue Integrity - Remote
$112K - $193K *
Transform healthcare technology by leading product strategy and execution for a revenue integrity solution. Drive innovation, engage stakeholders, and optimize outcomes to enhance hospital operations...
1 week ago
Director, Enterprise Account Management
$150K - $180K *
Lead the charge in expanding and retaining key Enterprise accounts, driving revenue growth through strategic account management and team leadership. Own the commercial outcomes, ensuring multi-product...
6 days ago
Strategic Solution Sales Executive, Public Sector - Cybersecurity
$140K - $185K *
Champion strategic growth by driving solution sales within key enterprise accounts. Collaborate with cross-functional teams to identify opportunities, articulate value, and influence client transforma...
1 week ago
$82K - $172K *
Design and implement innovative AI solutions, guiding pilot programs from conception to execution while collaborating across teams to enhance system capabilities and performance in a dynamic environme...
Reposted 1 week ago
Senior Site Reliability Engineer I
$95K - $158K *
Drive the reliability and scalability of critical systems by leading automation efforts. Collaborate with engineering teams to enhance performance and deliver exceptional customer experiences while ma...
3 weeks ago
Senior Network Implementation Engineer
$110K - $130K *
Transform enterprise network architecture by leading LAN migration projects, ensuring seamless transitions to Cisco SDA fabric. Collaborate with cross-functional teams to execute plans, manage changes...
2 weeks ago
IG Community Support Advocate I
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Transform the patient experience by providing education and support for individuals with primary immunodeficiency. Engage with patients and healthcare professionals while ensuring compliance with regu...
Today
Principal Engineer, Field Service, Denver, Colorado
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Drive customer success by resolving complex technical issues as a Principal Engineer. Collaborate with teams to enhance support services, ensuring seamless operations and proactive engagement for Powe...
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SA51P3 Customer Success Manager
$80K - $95K *
Partner with us to enhance customer success in the Academic sector by driving sales growth, managing client relationships, and delivering exceptional value through our solutions. Your expertise will e...
1 week ago
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Empower your career by managing key customer relationships, driving growth, and implementing strategies that enhance platform usage. Collaborate with diverse teams to transform customer experiences an...
2 weeks ago
Sr Contract Lifecycle Management Administrator (Remote)
$94K - $124K *
Lead operational excellence by managing our CLM platform, ensuring efficient contract processes and seamless collaboration among stakeholders, vendors, and technology to optimize procurement operation...
Reposted 2 weeks ago
$150K - $180K *
Lead innovative technical solutions by collaborating with sales teams to address customer needs, manage engineering projects, and deliver custom system designs from concept to production, ensuring hig...
2 weeks ago
$95K - $115K *
Execute comprehensive project controls to ensure timely, budget-compliant project completion. Collaborate with teams to analyze financial data, manage forecasts, and report on project progress across...
1 week ago
Sales Director, Service Provider Group (Req #1457)
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Drive revenue growth and market expansion by leading a regional sales team focused on delivering advanced technology solutions to service providers. Foster talent development and build strategic custo...
2 weeks 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.