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Escalation Analyst Jobs (NOW HIRING)

Leidos

Software Escalation Analyst

$69K - $125K/yr

Leidos DSI has an opening for a Software Escalation Analyst. In this position the successful candidate will be able to analyze software issues using SQL and other tools, provide programmatic code fix ...

Pacer Group

Project Support 2

Atlanta, GA · On-site

Project Support Specialist II / Customer Escalation Analyst Location: Atlanta, GA 30308 Work Schedule: 4 Days Onsite / 1 Day Remote Duration: 3 Years Contract Shift: Standard Shift Job Summary The ...

eTeam

Business Analyst

Sacramento, CA

Business Analyst Drive timely, high-quality escalation decisions by converting demand, DDQ, and forecast signals into actionable executive insights across MSR and Sales Lock horizons. Partner with ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

Ensure Root Cause Analysis (RCA) is completed for all major incidents * Identify and drive improvements in: * Escalation processes * Knowledge base and troubleshooting playbooks * Support readiness ...

ASM Research

Escalation Manager, Junior

The Escalation Manager, Junior supports the structured handling of escalated IT incidents by ... Strong problem-solving, analytical, communication, and interpersonal skills, with the ability to ...

Snowflake

Staff Escalation Manager

Dublin, CA

$46K - $64K/yr

Review & analyze Customer health trends to proactively identify and resolve issues, preventing customer escalations * Coordination with all internal subject matter experts and stakeholders, acting as ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

Ensure Root Cause Analysis (RCA) is completed for all major incidents * Identify and drive improvements in: * Escalation processes * Knowledge base and troubleshooting playbooks * Support readiness ...

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Escalation Analyst information

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How much do escalation analyst jobs pay per year?

As of Jun 16, 2026, the average yearly pay for escalation analyst in the United States is $73,261.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,500.00 and $87,000.00 per year, depending on experience, location, and employer.

What jobs pay 500,000 a year in the US?

Jobs that can pay $500,000 or more annually include executive roles such as CEOs, CFOs, and other C-suite positions, as well as successful entrepreneurs, high-level investment bankers, and certain specialized medical professionals like surgeons. These roles typically require extensive experience, advanced skills, and often involve significant responsibility or ownership stakes.

What jobs in the US pay 300,000 a year?

Escalation Analysts typically do not earn $300,000 annually; such high salaries are usually associated with executive roles, specialized physicians, or senior technology executives. High-paying jobs often require extensive experience, advanced skills, and certifications, and may involve leadership or highly technical responsibilities.

What job makes $10,000 a month without a degree?

An Escalation Analyst typically earns between $4,000 and $8,000 per month, depending on experience and location, and usually requires relevant technical skills and industry knowledge. High-paying roles exceeding $10,000 monthly without a degree are rare and often involve specialized skills in fields like sales, real estate, or entrepreneurship. Most high-earning jobs without a degree emphasize experience, certifications, or self-employment rather than formal education alone.

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

To thrive as an Escalation Analyst, you need strong analytical skills, problem-solving abilities, and experience in customer support or technical troubleshooting, often supported by a relevant degree. Familiarity with ticketing systems like Zendesk or ServiceNow, as well as certifications such as ITIL, are commonly required. Exceptional communication, attention to detail, and the ability to keep calm under pressure are vital soft skills for this role. These capabilities ensure escalated issues are handled efficiently and professionally, maintaining customer satisfaction and protecting company reputation.

What is an escalation analyst?

An escalation analyst is a professional responsible for handling complex customer issues that cannot be resolved at the initial support level. They analyze problems, coordinate with other teams, and ensure timely resolution, often using tools like ticketing systems and requiring strong communication and problem-solving skills.

What does an Escalation Analyst do?

An Escalation Analyst handles complex customer issues that require advanced troubleshooting and resolution. They investigate escalated cases, coordinate with internal teams, and ensure timely resolutions while maintaining customer satisfaction. Their role often involves identifying patterns in recurring issues and providing recommendations to improve processes and prevent future escalations. Strong communication, problem-solving, and analytical skills are essential for success in this position.

What are some typical challenges Escalation Analysts face in their daily work?

Escalation Analysts often encounter complex or unresolved issues that have been passed through multiple support tiers, requiring in-depth troubleshooting and creative problem-solving. They may need to work closely with various departments, such as engineering or product teams, to find resolutions for challenging cases. Balancing multiple high-priority incidents while maintaining clear communication and timely responses can be demanding. However, these challenges help build valuable skills and experience, which can lead to career advancement within customer success, operations, or technical support leadership roles.

More about Escalation Analyst jobs
What cities are hiring for Escalation Analyst jobs? Cities with the most Escalation Analyst job openings:
What are the most commonly searched types of Escalation Analyst jobs? The most popular types of Escalation Analyst jobs are:
What states have the most Escalation Analyst jobs? States with the most job openings for Escalation Analyst jobs include:
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Escalation Analyst jobs near you
Infographic showing various Escalation Analyst job openings in the United States as of June 2026, with employment types broken down into 2% Locum Tenens, 88% Full Time, 8% Part Time, and 2% Contract. Highlights an 81% Physical, 8% Hybrid, and 11% Remote job distribution, with an average salary of $73,261 per year, or $35.2 per hour.
Software Escalation Analyst

Software Escalation Analyst

Leidos

Remote

$69K - $125K/yr

Full-time

Posted 5 days ago

Leidos rating

8.4

Company rating: 8.4 out of 10

Based on 146 frontline employees who took The Breakroom Quiz

55th of 428 rated business services

Job description

Leidos DSI has an opening for a Software Escalation Analyst. In this position the successful candidate will be able to analyze software issues using SQL and other tools, provide programmatic code fix recommendations for software defects and input on software design for our proprietary CRM software.
This is an opportunity to work closely with our software development team, quality assurance and customer support teams. Our proprietary web-based software products deliver industry-leading digital communications and citizen service tools to elected officials and government offices on Capitol Hill and across the United States.
Primary Responsibilities:
  • Provides configuration and usage consultation to software users, IT and engineering professionals working in a variety of network environments.
  • Responsible for investigating reported software defects and performance issues and developing recommended solutions.
  • Evaluates customer software enhancement requests and submits change requests to the software development team with recommendations on design where appropriate.
  • Provides guidance and coaching for helpdesk staff to increase technical knowledge and skills across the team.
  • Root cause analysis documentation and reporting
  • Coordinating with development on code-related fixes and testing recommendations

Basic Qualifications:
  • At least 2 years technical experience specific to CRM software, preferably with high profile government customers and end-users.
  • Must be a US Citizen with the ability to obtain a Public Trust Clearance.
  • Advanced knowledge of database management principles (Oracle, SQL Server).
  • SQL command knowledge including ability to write queries for troubleshooting, updating and/or appending data.
  • Knowledge of HTML code as used for eNewsletter design.
  • Current knowledge on a variety of technologies related to working with web-based software functioning in an enterprise network environment. Examples include: Active Directory, network troubleshooting, Exchange Server, IIS (Internet Information Services).
  • Familiarity with using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems.

Preferred Qualifications:
  • Customer Support and consultation experience specific to the Intranet Quorum CRM product highly preferred.
  • Experience working with Capitol Hill Congressional clients is strongly preferred.
  • Certifications in Oracle.
  • PowerShell scripting skills.
  • Understanding of Containerization to include Kubernetes and Docker.
  • AI concepts such as Prompt Engineering and GenAI.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.
Original Posting:
June 11, 2026
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $69,550.00 - $125,725.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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About Leidos

Sourced by ZipRecruiter

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Reston, VA, US

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