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Escalation Analyst Jobs (NOW HIRING)

Snowflake

Staff Escalation Manager

Menlo Park, CA · On-site +1

$140K - $183K/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 ...

McKesson

Sr. Credit/Collections Specialist

Irving, TX · On-site

$22.91 - $38.18/hr

Escalation Analyst will be responsible for analyzing delinquent account balances and following up with customers for past due amounts, including disputes and deductions, as well as following up with ...

McKesson

Sr. Credit/Collections Specialist

Irving, TX · On-site

$22.91 - $38.18/hr

Escalation Analyst will be responsible for analyzing delinquent account balances and following up with customers for past due amounts, including disputes and deductions, as well as following up with ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

Responsibilities: - Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution. - Identify, propose, and enforce escalation process ...

Apex Informatics

Infrastructure Escalation Manager

Infrastructure Escalation Manager, Location: Remote (EST/CST Candidates Only) Duration: 6+ months ... Analysis of Infrastructure-related issues and identify proactive improvement measures * Ability to ...

AXG Contracting

Be Seen First

Customer Supply Chain Analyst

Houston, TX · On-site

$80K - $100K/yr

Serve as the primary contact for customer inquiries, shipment issues, and operational escalations * Analyze forecast changes and collaborate cross-functionally to maintain inventory targets * Support ...

Apex Informatics

Infrastructure Escalation Manager

Infrastructure Escalation Manager Location: Remote Duration: 6+ months extendable The Global ... Analysis of Infrastructure-related issues and identify proactive improvement measures * Ability to ...

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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.

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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.
Staff Escalation Manager

Staff Escalation Manager

Snowflake

Menlo Park, CA • On-site, Remote

$140K - $183K/yr

Full-time

Posted 11 days ago

Job description

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don't just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset - who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers' success. We form partnerships with customers by listening, learning, and building connections.
Snowflake's values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.
Snowflake's Support team is expanding! 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 critical customers in their most important time of need.
As a Staff Escalation Manager, you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical decisions toward resolving escalations. You possess a positive attitude and outlook and work with high integrity, accountability, attention to detail, planning expertise, and execution. A thorough understanding of business impacts related to technical issues as well as customer sentiment, is a must.
You Will:
  • Work independently coordinating efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events
  • Effectively prioritize all related escalation tasks independently
  • Collaborate with Snowflake on-call engineers, and monitor online activity data for multiple Snowflake Services to identify Service disruptions
  • Coordinate and engage with other teams such as Sales, Professional Services, Support, and Engineering to effectively resolve escalated situations
  • Develop strong partnerships internally with Sales, Services, Support, and Engineering
  • Work with a global mindset as part of a team of Escalation Managers
  • Serve as a mentor to junior staff on escalation practices
  • Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress
  • Demonstrate strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives
  • Effectively advocate for required solutions to provide the best customer experience
  • Understand both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process
  • Understand proactive and reactive data points to develop a plan of action for our customers
  • Manage customer-facing communications for Escalations as well as the development and execution of a "Get Well Plan", understanding all aspects of the situation and developing a clear scope and get well plan
  • Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation
  • Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
  • Utilize your contextual interpretation and writing skills to summarize pages of information into concise and readable paragraphs effectively
  • Understand and translate complex technical information and issues into business cases, impacts, and risks that the customer can easily interpret
  • Have excellent abilities in office applications (Gsuite preferred) for documents, spreadsheets, and presentations
  • Meet deliverable timelines based on pre-scheduled activities and events, such as customer, team, and executive updates
  • Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns
  • Participate in weekend on-call rotation
  • 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 the primary decision point for all active customer activities pertaining to the account escalation
  • Customer champion, a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with Snowflake, resulting in the continued growth of the account

Our Ideal Staff Escalation Manager will have:
  • B.S. or M.S degree in CS, MIS, or equivalent discipline/work experience
  • 8+ years of working as an Escalation Manager in a Support environment with related experience with a proven track record of delivering business value and improvement
  • 8+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
  • 5+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations
  • Excellent verbal, written, communication, and active & receptive listening skills
  • Incredibly high levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
  • Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and customers
  • The ability to adapt, take initiative, be flexible, and learn quickly in a dynamic environment
  • Excellent teaming skills, able to work with virtual and global cross-functional teams
  • ITIL certification v3/v4 or an in-depth understanding of the ITIL framework

Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.
The application window is expected to be open until July 2, 2026. This opportunity will remain posted based on business needs, which may be before or after the specified date.
Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
How do you want to make your impact?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

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