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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$125K - $150K *

Champion enterprise solutions by leading the design and optimization of ServiceNow platforms. Drive architecture, governance, and delivery across multiple domains, ensuring scalability and performance...

United StatesRemote

6 days ago

  •   8 - 10 years exp.  •   Enterprise Technology

$80K - $95K *

Lead the charge in strategic growth and relationship development for a portfolio of EPE clients. Drive business development, uncover opportunities, and enhance client engagement to expand EPE’s footpr...

Austin, TXRemote

2 weeks ago

  •   5 - 7 years exp.  •   Energy & Utilities

$165K - $295K *

Lead the evolution of our application security programs, driving vulnerability management and automation across a multi-product environment while mentoring teams and influencing security strategies to...

New York, NYRemote

Reposted 3 weeks ago

  •   8 - 10 years exp.  •   Enterprise Technology

$120K - $145K *

Elevate cybersecurity by designing and implementing innovative Elastic Stack solutions. Collaborate on complex problems, mentor peers, and drive automation in security operations while ensuring compli...

Lexington, MARemote

3 days ago

  •   5 - 7 years exp.  •   Staffing

$220K - $280K *

Lead the charge in driving enterprise-wide deployments of network security solutions, fostering long-term client relationships, and generating robust sales pipelines to achieve meaningful results acro...

Riverside, CARemote

4 days ago

  •   8 - 10 years exp.  •   Information Technology

$220K - $280K *

Unlock potential by driving enterprise sales and fostering relationships with major accounts. Collaborate with teams to deliver impactful proposals and ensure client satisfaction while achieving ambit...

San Diego, CARemote

4 days ago

  •   8 - 10 years exp.  •   Information Technology

$92K - $130K *

Lead the administration and enhancement of the ServiceNow platform, ensuring optimal service delivery and user experience. Collaborate with teams to support ITSM processes and drive continuous improve...

Missouri, USRemote

1 week ago

  •   5 - 7 years exp.  •   Healthcare

$110K - $120K *

Explore a pivotal role in leading complex analysis across systems, driving alignment among stakeholders, and enhancing technology solutions. Collaborate with diverse teams to translate business needs...

United StatesRemote

2 weeks ago

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

$110K - $130K *

Lead the charge in transforming client challenges into innovative Salesforce solutions. Collaborate with stakeholders to design, demo, and scope projects, ensuring seamless transitions to delivery whi...

United StatesRemote

3 days ago

  •   5 - 7 years exp.  •   Staffing

$169K - $304K *

Drive innovative IAM architecture solutions, collaborating globally to enhance cloud asset control and ensure operational excellence through strategic design and cross-functional teamwork...

Cambridge, MARemote

4 days ago

  •   11 - 15 years exp.  •   Information Technology

$130K - $150K *

Join a team that's dedicated to operational excellence by developing training programs and mentoring technicians in Power Systems. Drive improvements and standardization across regions while enhancing...

United StatesRemote

Today

  •   8 - 10 years exp.  •   Energy & Utilities

$163K - $202K *

Drive channel strategy and revenue growth by managing key partner relationships, executing business plans, and collaborating with internal teams to enhance market presence and profitability in a dynam...

RemoteRemote

3 days ago

  •   8 - 10 years exp.  •   Consumer Technology

$180K - $220K *

Empower growth in Generative AI by building relationships, driving revenue, and collaborating cross-functionally to deliver innovative solutions while achieving client satisfaction and sales targets i...

United StatesRemote

Reposted 2 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$125K - $172K *

Transform the sales landscape by designing impactful training programs that empower the sales team to excel in delivering healthcare solutions, driving revenue growth and enhancing client relationship...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Healthcare

$191K - $239K *

Drive technical evaluations and solutions for Enterprise customers, ensuring seamless data ingestion, transformation, and modeling. Collaborate with sales and engineering to deliver impactful presenta...

California, USRemote

3 weeks ago

  •   5 - 7 years exp.  •   Information Technology

$105K - $115K *

Optimize security measures by leading technical solutions to mitigate information risks. Ensure compliance with corporate policies and oversee incident response, safeguarding all computing platforms a...

United StatesRemote

2 weeks ago

  •   5 - 7 years exp.  •   Retail & Consumer Goods

$110K - $130K *

Transform your career by leading Microsoft Cloud security projects, deploying SIEM and XDR solutions, and enhancing customer environments. Collaborate with a dynamic team to drive innovation in Manage...

United StatesRemote

1 week ago

  •   5 - 7 years exp.  •   Enterprise Technology

$82K - $172K *

Innovate your career as you design and maintain mission-critical software for defense financial systems. Lead a growing team, integrate AI capabilities, and ensure compliance in both classified and un...

United StatesRemote

Today

  •   8 - 10 years exp.  •   Information Technology

$150K - $180K *

Unlock potential by driving enterprise sales growth, engaging key stakeholders, and strategizing high-impact solutions to enhance IT experiences for clients across diverse sectors. This role demands a...

San Francisco, CARemote

3 weeks ago

  •   5 - 7 years exp.  •   Enterprise Technology

$102K - $136K *

Join a team that's transforming healthcare by developing essential tooling and AI capabilities for engineers. This role spans software development, architecture, and collaboration in an Agile environm...

United StatesRemote

Reposted 3 days ago

  •   Less than 5 years exp.  •   Healthcare

$225K - $281K *

Lead detection and response strategy, building systems and automations to enhance security. Collaborate with teams to set standards, mentor engineers, and manage complex incidents, ensuring effective...

United StatesRemote

5 days ago

  •   8 - 10 years exp.  •   Enterprise Technology

$172K - $202K *

Lead innovative insights and strategies as a Senior Director, driving impactful research and analysis to empower clients in navigating complex market challenges and achieving their business objectives...

RemoteRemote

2 weeks ago

  •   11 - 15 years exp.  •   Business Services

$320K - $405K *

Champion best-in-class hardware repairs across global data centers, ensuring efficient turnaround and quality standards. Drive scalable processes, manage vendor relationships, and analyze failure tren...

United StatesRemote

3 weeks ago

  •   8 - 10 years exp.  •   Information Technology

$110K - $130K *

Champion strategic alliances to drive growth, enhance partnerships, and align cross-functional teams. Lead initiatives that translate company goals into actionable plans, ensuring measurable results a...

United StatesRemote

4 days ago

  •   5 - 7 years exp.  •   Information Technology

$105K - $231K *

Take ownership of Okta-based IAM solutions, driving design, integration, and optimization to support mission-critical operations. Collaborate, automate workflows, and implement security enhancements e...

United StatesRemote

Reposted 1 week ago

  •   11 - 15 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.