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.
$120K - $145K *
Champion systems engineering by designing and managing identity, infrastructure, and security systems. Collaborate across teams to ensure automation, compliance, and productivity in a fast-paced envir...
4 days ago
$121K - $181K *
Empower innovative solutions by architecting and integrating complex systems. Collaborate with stakeholders to enhance mission outcomes through advanced engineering practices and digital transformatio...
Yesterday
Senior Test and Systems Engineer
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Unlock potential by leading systems engineering and testing for PNT products. Collaborate with cross-functional teams, manage junior engineers, and ensure customer requirements are met through rigorou...
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SITEC - ServiceNow Systems Engineer - MacDill AFB
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Innovate with a dynamic team to enhance network operations and maintenance for special operations forces, ensuring robust IT infrastructure and support across global deployments. Drive efficiency thro...
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$95K - $115K *
Innovate and lead integration planning for tactical training systems, ensuring readiness and successful execution of distributed training events. Collaborate with stakeholders to enhance efficiency an...
Today
Cybersecurity Engineer - Elastic SIEM (Journeyman)
$120K - $140K *
Engineer robust cybersecurity solutions by administering and enhancing the Elastic SIEM platform. Collaborate with teams to optimize threat detection and incident response while ensuring compliance wi...
1 week ago
$95K - $115K *
Elevate operational excellence by ensuring comprehensive monitoring of systems and applications. Collaborate with teams to optimize configurations, enhance visibility, and drive proactive issue detect...
5 days ago
Staff Site Reliability Engineer - US
$135K - $160K *
Elevate our SaaS infrastructure by re-engineering core products for global scalability, optimizing routing latency, and enhancing monitoring systems. Collaborate with engineers to tackle operational c...
2 weeks ago
Production Support Engineering Lead (opentext)
$140K - $160K *
Lead cross-functional teams to drive technology initiatives, ensuring operational stability and project delivery. Collaborate with stakeholders to align technology solutions with business goals while...
1 week ago
Project Management Centre of Excellence Lead
$116K - $145K *
Accelerate enterprise project delivery by leading project management practices and governance frameworks. Collaborate cross-functionally to enhance capability, foster community, and drive continuous i...
1 month ago
Engineering Manager, Security Server Applications - Enterprise Technology Services (ETS)
$150K - $180K *
Elevate your career by leading a dynamic team to build and operate mission-critical server-side services. Drive technical excellence and foster collaboration across diverse teams while ensuring high a...
2 days ago
Senior Lead Engineer, Platform Engineering and Cloud Resilience
$160K - $180K *
Manage the day-to-day operations of a cloud platform, leading a team of engineers to ensure seamless production changes, operational readiness, and customer support while driving continuous improvemen...
4 days ago
Senior MES Consultant/ MES Lead Remote with Travel
$110K - $130K *
Lead the design and implementation of Manufacturing Execution Systems (MES) in the biotech and pharmaceutical sectors, ensuring effective integration and documentation while fostering strong client re...
3 days ago
$85K - $110K *
Join a team that's shaping the future of data integration by leading a skilled group of engineers. Drive successful implementations across partner campuses while fostering a culture of excellence and...
Reposted today
$180K - $220K *
Join a dynamic team as a Systems Engineering Manager, leading a group of experts in a high-stakes environment. Drive collaboration, manage technical tasks, and ensure successful execution of contract...
Reposted 5 days ago
$125K - $150K *
Join a team that's driving innovation in systems engineering, overseeing a talented group of experts. Collaborate with government leaders to address complex challenges and ensure successful execution...
2 weeks ago
Senior Systems Engineer / Technical Lead
$115K - $140K *
Optimize enterprise IT systems and services by providing expert engineering, support, and troubleshooting in a complex government environment, ensuring security, performance, and reliability across on...
3 weeks ago
$80K - $95K *
Partner with us to drive customer success by engaging with stakeholders and aligning solutions to their needs, fostering growth and ensuring seamless adoption of our technology throughout the customer...
Reposted 4 days ago
$110K - $130K *
Champion technical solution design and deployment readiness, translating customer needs into secure, scalable architectures. Collaborate with engineering and cybersecurity teams to ensure successful t...
2 days ago
Network & Telecom Project Manager - Onsite
$95K - $115K *
Oversee the delivery of complex network and telecom infrastructure projects, ensuring alignment with business goals while managing technical teams and budgets in a fast-paced environment...
Reposted 3 days ago
Technical Customer Support Engineer
$80K - $90K *
Join a team that's dedicated to delivering exceptional technical support for complex technologies, ensuring global customer satisfaction and product quality through collaborative troubleshooting and i...
Reposted 1 week ago
Senior Customer Success Engineer - Flint
$140K - $160K *
Transform customer success by designing and automating workflows that enhance retention and streamline processes. Collaborate with a dedicated team to create impactful systems for educators, driving m...
2 weeks ago
$90K - $110K *
Champion customer success by resolving technical inquiries and building scalable systems. Drive operational support, enhance documentation, and automate workflows to ensure a seamless experience for c...
1 week ago
Partner Enablement Lead, Beneficial Deployments
$265K - $320K *
Join us to lead the development of a scalable train-the-trainer program, empowering intermediaries to effectively onboard nonprofits with AI tools. You'll design, deliver, and refine training resource...
3 days ago
Partner Enablement Lead, Beneficial Deployments
$265K - $320K *
Engage with mission-driven organizations by building a scalable train-the-trainer program. Enable intermediaries to effectively onboard and train teams on AI tools, ensuring impactful adoption and con...
3 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.