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.
$90K - $113K *
Engineer and enhance enterprise security solutions by integrating technologies and ensuring robust protections across platforms. Collaborate with IT and security teams to automate processes, remediate...
3 weeks ago
Sales Engineering Manager - TOLA
$300K - $340K *
The Sales Engineering Manager will lead the sales engineering team at Cyera, collaborating with sales, product, and R&D teams to provide technical expertise and support to customers. This role involve...
Reposted 3 weeks ago
$104K - $156K *
Join our team to lead innovative engineering solutions for surgical stapling devices. Drive product enhancements, mentor junior engineers, and ensure compliance with regulatory standards while managin...
Today
Sales Engineer, Mid Market - Public Sector
$112K - $144K *
Transform essential public sector operations by leveraging IoT solutions to enhance fleet management, improve compliance, and optimize logistics for safer, greener environments. Collaborate with diver...
Reposted 3 weeks ago
Global Software Support Engineer III - (E3)
$108K - $148K *
Drive customer satisfaction by managing software issues, collaborating with engineering, and enhancing product quality through effective training and validation processes. Engage with clients to analy...
4 days ago
$100K - $120K *
Empower customer success by leading product-solution ownership, crafting tailored solutions, and managing implementation scope across cross-functional teams. Drive technical discovery and ensure seaml...
Reposted 3 weeks ago
$73K - $113K *
Explore a dynamic role in technical support, bridging customer needs with engineering solutions. Collaborate globally to resolve issues, enhance user experience, and drive continuous improvement in so...
1 week ago
Sr. Network Solution Architect/Sales Engineer
$110K - $130K *
Lead pre-sales engineering efforts, crafting innovative networking and security solutions. Collaborate with teams to address customer needs, drive revenue, and mentor peers while staying current with...
5 days ago
Sr Integration / Test Engineer
$110K - $130K *
Lead testing initiatives for rocket motors, ensuring compliance with technical, schedule, and cost objectives. Collaborate with design teams to develop and implement test plans, oversee integration, a...
1 week ago
$120K - $145K *
Join a team that's shaping the future of Naval aviation systems. Lead technical direction for high-visibility projects, mentor engineers, and collaborate with stakeholders to enhance Fleet readiness a...
1 week ago
$115K - $135K *
Join a team that's advancing simulation-based training systems, where you'll support integration and troubleshooting in a dynamic environment, enhancing operator readiness through hands-on experience...
6 days ago
$84K - $156K *
Lead the charge in quality assurance by developing and implementing standards, conducting audits, and providing technical direction. Collaborate across teams to ensure compliance and enhance operation...
1 week ago
$110K - $130K *
Lead the charge in shaping complex technical solutions by developing operational requirements, translating needs into actionable plans, and coordinating across teams to ensure alignment with mission o...
1 week ago
$87K - $135K *
Drive your career forward by leading systems engineering for a cloud-based enterprise system. Engage in architecture development, integration, and modernization efforts while ensuring security and ope...
1 week ago
Solutions Engineer-Hyperscale and AI Infrastructure
$209K - $275K *
Transform your career by leading technical engagements with AI platform customers. Drive innovative solutions in a dynamic environment, leveraging your expertise in data center networking and AI techn...
6 days ago
$110K - $130K *
Take ownership of our cloud platform's reliability by applying software engineering principles. Collaborate with teams to enhance system performance, automate operations, and ensure high availability...
2 weeks ago
$150K - $225K *
Join a dynamic team to drive cybersecurity solutions, educate clients, and craft tailored strategies to safeguard operations. Collaborate with sales and utilize your expertise to address complex chall...
Reposted 1 week ago
$100K - $155K *
Unlock your potential as a skilled engineer enhancing classified endpoint systems. Collaborate on cutting-edge projects, improve automation, and ensure compliance while supporting vital government inf...
3 weeks ago
$110K - $130K *
Join us as a technical product champion, bridging customer security needs and our advanced AI platform. You'll lead technical discussions, deliver impactful demos, and design tailored solutions for co...
Reposted 3 days ago
Senior Solution Engineer- SLED Southeast
$146K - $224K *
Drive impactful solutions for SLED customers by leveraging your technical expertise and sales acumen. Collaborate with teams to enhance customer engagement, deliver tailored demos, and ensure alignmen...
2 weeks ago
$269K - $360K *
Transform customer relationships by driving strategic growth in Public Sector accounts. Leverage Cisco's full portfolio to align with client priorities, ensuring long-term success through trusted part...
4 days ago
$212K - $291K *
Join a high-impact sales team to drive revenue and build strategic relationships with C-suite executives. Manage complex sales cycles and deliver transformative networking solutions to premier account...
2 days ago
$269K - $360K *
Drive business growth by managing strategic Public Sector accounts, serving as a trusted advisor. Collaborate across teams to align solutions with customer priorities and lead end-to-end sales cycles...
4 days ago
$269K - $360K *
Join a team that's driving transformation in the Public Sector by managing strategic accounts. Leverage your expertise to build relationships, influence purchasing decisions, and align solutions with...
4 days ago
$269K - $360K *
Grow your career with a strategic role driving revenue and customer success in Public Sector accounts. Build executive relationships, manage complex sales cycles, and align solutions to customer trans...
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.