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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$231K - $265K *

Unlock potential by executing security operations, identifying threats, and developing automation to enhance incident response and security posture, while collaborating with cross-functional teams to...

United StatesRemote

Reposted 2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$150K - $180K *

Optimize your career by leading innovative ServiceNow solutions, engaging with the community, and mentoring teams to enhance business development and strategic growth in a dynamic environment...

Arlington, VARemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$70K - $110K *

Lead the charge in ensuring an exceptional client experience by bridging communication between internal teams and clients, fostering strong relationships, and proactively addressing client needs while...

United StatesRemote

3 weeks ago

  •   Less than 5 years exp.  •   Technical Services

$140K - $252K *

Unlock potential by leading test strategies for hypervisor performance and VM quality. Collaborate with teams to design automated benchmarks and validate deployment safety, ensuring high standards acr...

Ottawa, ONRemote

1 week ago

  •   11 - 15 years exp.  •   Information Technology

$155K - $175K *

Unlock your potential by leading strategic business development initiatives, fostering client relationships, and driving growth in the architecture and engineering sectors. Collaborate with multidisci...

Minnesota, USRemote

1 week ago

  •   5 - 7 years exp.  •   Technical Services

$110K - $130K *

Transform your career by driving customer success and technical solutions. Collaborate with cross-functional teams to enhance client relationships, identify growth opportunities, and ensure maximum va...

United StatesRemote

4 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$135K - $160K *

Partner with us to drive technical pre-sales excellence, owning customer relationships and guiding strategic accounts through the sales cycle while mentoring the SE team and influencing product direct...

San Francisco, CARemote

4 days ago

  •   5 - 7 years exp.  •   Education, Government & Non-Profit

$121K - $164K *

Champion a team of analysts to enhance enterprise infrastructure services, ensuring reliable support and operational excellence. Collaborate with cross-functional teams to align priorities and drive c...

United StatesRemote

3 days ago

  •   5 - 7 years exp.  •   Healthcare

$100K - $135K *

Unlock potential by leading high-impact revenue enablement initiatives that drive sales performance. Collaborate with cross-functional teams to design and implement strategic programs, leveraging AI t...

United StatesRemote

3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$150K - $180K *

Reimagine enterprise sales by driving new business through self-sourced pipelines. Engage with stakeholders, navigate complex buying groups, and close high-value deals while promoting innovative AI vi...

RemoteRemote

3 weeks ago

  •   8 - 10 years exp.  •   Consumer Technology

$115K - $125K *

Oversee and enhance Support Desk operations, leading a team to ensure timely, high-quality responses. Collaborate across departments to optimize service delivery and drive continuous improvement in a...

United StatesRemote

5 days ago

  •   5 - 7 years exp.  •   Healthcare

$160K - $190K *

Lead the charge in defining and executing AI platform architecture for advanced cybersecurity solutions, ensuring scalable technical frameworks align with product strategy and customer maturity levels...

Redwood City, CARemote

Reposted 1 week ago

  •   8 - 10 years exp.  •   Enterprise Technology

$118K - $180K *

Join a dynamic team to analyze solar PV energy yield assessments for utility-scale projects. Lead performance modeling and mentor engineers while expanding expertise across various renewable energy te...

United StatesRemote

2 weeks ago

  •   8 - 10 years exp.  •   Technical Services

$170K - $240K *

Drive enterprise-scale security operations by leveraging Tanium expertise, enhancing endpoint security, and leading a team to optimize incident management and automation for improved reliability and e...

Georgia, USRemote

3 days ago

  •   8 - 10 years exp.  •   Retail & Consumer Goods

$135K - $160K *

Reimagine cloud infrastructure as you build and operate scalable systems that empower product teams. Ensure reliability and speed in a dynamic environment, supporting enterprise-scale solutions for Fo...

United StatesRemote

2 days ago

  •   5 - 7 years exp.  •   Information Technology

$110K - $130K *

Empower growth by partnering with Sales to drive technical pre-sales, articulate business value, and enhance customer engagement through tailored solutions and demos, ensuring a seamless sales process...

San Francisco, CARemote

4 days ago

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

$110K - $130K *

Unlock potential by driving growth in the US Higher Education market through consultative sales of innovative research solutions. Collaborate with teams to enhance customer relationships and achieve i...

United StatesRemote

Reposted yesterday

  •   5 - 7 years exp.  •   Information Technology

$100K - $125K *

Unlock your potential as you design and maintain enterprise identity governance solutions, enhancing cybersecurity and automating identity processes while collaborating with stakeholders to ensure com...

San Antonio, TXRemote

6 days ago

  •   5 - 7 years exp.  •   Information Technology

$135K - $270K *

Unlock your potential by leading complex sales cycles in healthcare. Engage with executive stakeholders, drive new business, and create compelling value propositions. Join a collaborative team dedicat...

RemoteRemote

2 weeks ago

  •   8 - 10 years exp.  •   Enterprise Technology

$152K - $190K *

Unlock growth by driving IoT solutions for mid-sized customers, managing complex sales cycles, and engaging with executives to deliver impactful sensor data solutions. Your efforts will enhance operat...

United StatesRemote

6 days ago

  •   Less than 5 years exp.  •   Enterprise Technology

$125K - $145K *

Analyze and uncover fraud patterns using large-scale data to enhance protection strategies. Collaborate with cross-functional teams to develop insights and solutions that directly impact fraud prevent...

United StatesRemote

1 week ago

  •   Less than 5 years exp.  •   Information Technology

$110K - $173K *

Join us to develop and maintain security tools, investigate risks, and enhance team operations. Collaborate with experienced engineers while gaining hands-on experience in a supportive environment, se...

Seattle, WARemote

Today

  •   Less than 5 years exp.  •   Information Technology

$90K - $110K *

Advance sales growth by leveraging technical expertise in remote sensing and scientific instrumentation. Engage with customers to create tailored solutions, drive revenue, and foster relationships acr...

Bolton, MARemote

Reposted 2 weeks ago

  •   Less than 5 years exp.  •   Enterprise Technology

$134K - $201K *

Drive growth by cultivating relationships with existing customers, focusing on upselling and strategic account management. Collaborate cross-functionally to deliver tailored solutions that enhance cus...

Chicago, ILRemote

6 days ago

  •   Less than 5 years exp.  •   Consumer Technology

$80K - $95K *

Lead the charge in customer deployments of cloud-native network access control solutions. Collaborate across networking and identity management to ensure successful implementations, training, and ongo...

Texas, USRemote

3 weeks ago

  •   Less than 5 years exp.  •   Information 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.