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Escalation Analyst Jobs (NOW HIRING)

FOCUSPOINT

Escalation Analyst

Brentwood, TN · On-site

Escalation Analyst Location: Brentwood, TN Employment Type: Contract Compensation: Based on experience About the Role FocusPoint is seeking Escalation Support Analysts for a client located in ...

In-Telecom

Escalation Technician

Slidell, LA · On-site

$55K - $75K/yr

DescriptionThe Escalation Technician provides advanced technical support to managed services ... Perform detailed root cause analysis and implement preventative measures. Support the deployment ...

Aiwyn

Customer Escalation Manager

This work includes executing database queries, analyzing user session replays, reviewing ... Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and ...

Waymo

Escalation Manager

Tempe, AZ · On-site

... analyzing trade-offs, understanding alternative risks, and benefits. * Standardize escalation ... frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain ...

Waymo

Escalation Manager

Tempe, AZ

... analyzing trade-offs, understanding alternative risks, and benefits. * Standardize escalation ... frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain ...

Freshworks

Escalation Manager

San Mateo, CA

Skilled in root cause analysis and post-incident review frameworks. * Ability to move from reactive firefighting to preventative strategy. * Comfortable managing multiple high-priority escalations ...

Freshworks

Escalation Manager

San Mateo, CA

Skilled in root cause analysis and post-incident review frameworks. * Ability to move from reactive firefighting to preventative strategy. * Comfortable managing multiple high-priority escalations ...

Freshworks

Escalation Manager

Boston, MA · On-site

Skilled in root cause analysis and post-incident review frameworks. * Ability to move from reactive firefighting to preventative strategy. * Comfortable managing multiple high-priority escalations ...

Freshworks

Escalation Manager

San Mateo, CA · On-site

Skilled in root cause analysis and post-incident review frameworks. * Ability to move from reactive firefighting to preventative strategy. * Comfortable managing multiple high-priority escalations ...

Zello Inc

Escalation Engineer

Austin, TX · On-site

Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible, engineering-ready root-cause analysis. * Read into code and mobile SDK internals to isolate defects ...

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Escalation Analyst information

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How much do escalation analyst jobs pay per year?

As of Aug 21, 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 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 the key skills and qualifications needed to thrive as an escalation analyst?

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 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.

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 technical teams, and ensure timely resolution, often using tools like ticketing systems and requiring strong communication and problem-solving skills.
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Escalation Analyst jobs near you
Infographic showing various Escalation Analyst job openings in the United States as of August 2026, with employment types broken down into 89% Full Time, 5% Part Time, and 6% Contract. Highlights an 80% Physical, 9% Hybrid, and 11% Remote job distribution, with an average salary of $73,261 per year, or $35.2 per hour.

Escalation Analyst

FOCUSPOINT

Brentwood, TN • On-site

Contractor

Posted 9 days ago

Job description

Position:  Escalation Analyst
Location: Brentwood, TN
Employment Type: Contract
Compensation: Based on experience
 

    About the Role
    FocusPoint is seeking Escalation Support Analysts for a client located in Brentwood, TN to provide on-site coverage during a short-term transition period. This role serves as the first point of contact for incoming escalation calls, following established procedures to triage and route issues appropriately. No specific technical systems knowledge is required, this is a coverage and coordination role rather than a hands-on technical troubleshooting position.

    Responsibilities

    • Provide on-site coverage during assigned shift windows
    • Answer and triage incoming escalation calls following documented procedures
    • Accurately log and route issues to the appropriate teams
    • Communicate clearly with the on-site management team regarding call activity and any urgent items
    • Maintain professionalism and reliability during assigned shift hours, including weekend and overnight coverage

    Qualifications

    • No specific technical certifications required
    • Strong communication and phone presence
    • Reliable, punctual, and comfortable working independently during assigned shifts
    • Prior helpdesk, call center, or customer service experience preferred but not required
    • Must be able to work on-site in Brentwood, TN for the full engagement

    Additional Details

    • W-2 employment through FocusPoint Holdings, Inc. No C2C or 1099 arrangements.
    • Immediate start preferred due to a tight engagement window.

    Schedule Options:

    • Weekday shifts: Monday, Wednesday, Friday, 7:00am to 7:00pm (36 hrs/week)
    • Weekday shifts: Tuesday, Thursday, 7:00am to 7:00pm (24 hrs/week)
    • Weekend shifts: Saturday and Sunday, 12:00am to 12:00pm (24 hrs/week)
    • Weekend shifts: Saturday and Sunday, 12:00pm to 12:00am (24 hrs/week)
    • Floater/backup coverage also available

    Why Work with FocusPoint
    As a trusted staffing partner to industry-leading companies, FocusPoint provides access to roles that align with your professional goals, and we advocate for your success throughout the recruitment process. Our team understands appropriate skillsets and takes a consultative approach ensuring that each match is grounded in both experience and fit.

    How to Apply
    To ensure confidentiality and alignment with our client’s hiring process, all applications must be submitted through FocusPoint. Please do not attempt to contact the client directly. Interested candidates should reach out to FocusPoint’s recruitment team with any questions.

    About FocusPoint:
    FocusPoint specializes in connecting top-tier professionals with exceptional opportunities in accounting, technology, healthcare, and leadership. We prioritize building meaningful connections, ensuring candidates find roles that align with their skills, goals, and passions.
     
    Accounting, Technology and Leadership Staffing Agency