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Escalation Jobs (NOW HIRING)

Symbotic

Escalation Manager

Wilmington, MA

$51.92 - $71.39/hr

Summary The Escalation Manageris responsible forleading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between ...

Symbotic

Escalation Manager

Wilmington, MA · On-site

$108K - $148.50K/yr

Summary The Escalation Manager is responsible for leading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between ...

Homefield IT

Escalation Technician

Manhattan, NY · On-site

The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible ...

Velocity1

Escalation Engineer

Chattanooga, TN · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should ...

Dragon Pharma Labs

Escalation Specialist

Opa Locka, FL · On-site +1

As an Escalation Specialist, you will play a crucial role in addressing customer concerns and ensuring timely resolution of issues. Your efforts will directly impact customer satisfaction and ...

Homefield IT

Escalation Technician

Manhattan, NY · On-site +1

The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible ...

Velocity1

Escalation Engineer

Madison, AL · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should ...

Snowflake

Staff Escalation Manager

Menlo Park, CA · On-site +1

$140K - $183.70K/yr

We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most ...

Versant Health

Escalation Lead

Rancho Cordova, CA · On-site

Escalation Lead Versant Health bringing you Davis Vision and Superior Vision is a leading provider of vision and eye health solutions. We offer a full spectrum of services in the vision care ...

Portnox

Technical Escalation Engineer

Technical Escalation Engineer Department: Support Employment Type: Full Time Location: Remote Description Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

IT Escalation Engineer, Boston, MA We are seeking IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a ...

Everpure

Director, Escalation Management

Lehi, UT · On-site

THE ROLE As the Global Director of Escalation Management, you will define and lead the worldwide strategy for transforming our most complex, business-critical customer crises into moments of enduring ...

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How much do escalation jobs pay per hour?

As of May 31, 2026, the average hourly pay for escalation in the United States is $41.31, according to ZipRecruiter salary data. Most workers in this role earn between $30.53 and $52.88 per hour, depending on experience, location, and employer.

What is an Escalation job?

An Escalation job involves handling complex customer issues that frontline support teams cannot resolve. Escalation specialists or managers analyze problems, provide solutions, and coordinate with different teams to ensure a satisfactory resolution. They often work under high-pressure situations, requiring strong problem-solving and communication skills. The role ensures customer concerns are addressed efficiently while improving internal processes to prevent recurring issues.

What are the key skills and qualifications needed to thrive in the Escalation position, and why are they important?

To excel in an Escalation role, a solid background in customer support, problem-solving, and strong analytical abilities is crucial, often backed by experience in technical troubleshooting or service management. Familiarity with CRM software, ticketing systems like Zendesk or Salesforce, and ITIL certifications can be highly beneficial. Outstanding communication skills, resilience under pressure, and conflict resolution abilities help individuals thrive in this position. These competencies are vital as Escalation professionals handle complex or unresolved customer issues, ensuring swift resolution and high customer satisfaction.

What are some common challenges faced in an Escalation role, and how are they typically addressed?

Professionals in Escalation roles often deal with complex, high-priority issues that standard support teams are unable to resolve, which can create a fast-paced and high-pressure environment. They regularly engage with upset or frustrated customers, requiring patience and effective communication to de-escalate situations while finding solutions. Collaboration with technical teams and stakeholders is key to resolving underlying problems efficiently. Ongoing training, strong internal resources, and established escalation protocols help Escalation specialists successfully navigate these challenges and maintain excellent customer satisfaction.
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Escalation jobs near you
Escalation Manager

Escalation Manager

Symbotic

Wilmington, MA

$51.92 - $71.39/hr

Full-time

Posted yesterday

Job description

Summary

The Escalation Manageris responsible forleading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between the customer and internal response teams, ensuringtimely,accurateupdates while allowing technical teams to remain focused on diagnosis and recovery.

The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external “incident choreography” so that technical work proceeds without distraction and customersmaintainconfidence in the response.

**Responsibilities**

  • Serve as the primary point of contact for customers during escalated incidents

  • Deliver clear, structured, and confidence-building updates tailored to customer audiences

  • Manage customer expectations around timelines, impact, and next steps

  • Field inbound customer questions and requests to prevent disruption of technical response efforts

  • Maintain professional presence during high-pressure customer interactions

  • Ensure theappropriate internalteams are engaged and unblocked throughout the incident lifecycle

  • Identifyand remove operational, procedural, or communication blockers affecting response teams

  • Drive escalation paths when progress stalls oradditionalauthority is required

  • Coordinate vendors, site teams, and internal stakeholders as needed

  • Maintain situational awareness across parallel workstreams

  • Ensure decisions, risks, and dependencies are clearly communicated

  • Guide the incident through defined escalation and response processes

  • Support structured handoffs as incidents evolve or transition between teams

  • Partner with technical leads to ensure customer-facing summaries areaccurateand aligned

  • Track and communicate customer-relevant outcomes and commitments

  • Support post-incident reviews with a focus on escalation effectiveness and communication quality

  • Help refine customer communication playbooks and escalation protocols

Education and Experience

  • Strong experience in customer-facing incident or escalation management

  • Excellent verbal and written communication skills, especially in high-stakes situations

  • Ability to translate technical progress into customer-appropriate updates

  • Proven ability to remain calm, organized, and credible under pressure

  • Strong coordination and stakeholder management skills

  • Sound judgment in balancing transparency, accuracy, and timing

Preferred Qualifications

  • Background in SRE, operations, technical account management, or incident management

  • Experience working directly with enterprise customers during outages or critical events

  • Familiarity with incident response frameworks and escalation models

  • Experience acting as a buffer between customers and technical teams

Other Considerations

  • Up to15%oftravelmay berequired. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

  • The employeeis responsible forowning a credit card and managing expenses personally to be reimbursed bi-weekly.

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