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Escalation Analyst Jobs (NOW HIRING)

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 ...

Data Direct Networks

Analyze incident trends and escalation patterns to deliver data-driven insights and operational improvements. * Influence engineering and product teams to address systemic reliability and ...

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 ...

Vertiv Co

Purchasing Escalation Specialist

Anderson, SC · On-site

The Purchasing Escalation Specialist is responsible for managing and resolving purchasing issues ... Strong analytical and problem-solving abilities. * Ability to work independently and as part of a ...

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 ...

OneMain Financial

Escalation Specialist

Evansville, IN · Hybrid

... cause analysis, including military family servicemember support across OneMain, driving change ... The Escalation Specialist position is responsible for providing exceptional service and support to ...

OneMain Financial

Escalation Specialist

Evansville, IN · Hybrid

... cause analysis, including military family servicemember support across OneMain, driving change ... The Escalation Specialist position is responsible for providing exceptional service and support to ...

New

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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How much do escalation analyst jobs pay per year?

As of Jul 13, 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 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 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 July 2026, with employment types broken down into 1% Locum Tenens, 1% Internship, 86% Full Time, 6% Part Time, 1% Temporary, and 5% Contract. Highlights an 82% Physical, 5% Hybrid, and 13% Remote job distribution, with an average salary of $73,261 per year, or $35.2 per hour.
Technical Escalation Manager

Technical Escalation Manager

Qualys

Raleigh, NC • On-site

Other

Re-posted 10 days ago

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

About the Role

We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform.

In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders.

You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience.

Key Responsibilities

  • Own and manage critical (Severity 1 & 2) customer escalations
  • Lead incident response calls (war rooms/bridge calls) with cross-functional teams
  • Act as the single point of contact for escalated customers
  • Drive timely resolution with clear ownership, timelines, and accountability
  • Provide regular technical status updates to customers and internal leadership
  • Coordinate with Engineering and Product teams for bug fixes and feature gaps
  • Translate technical issues into business impact for executive stakeholders
  • 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 and training
  • Partner with Sales and Customer Success to manage at-risk accounts and renewals
  • Track and report on escalation metrics (TTR, SLA, trends)

Required Qualifications

  • 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
  • 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments
  • Strong understanding of:
    • Cloud/SaaS architectures
    • Cybersecurity domains (vulnerability management, compliance, web security, patching)
    • Networking fundamentals (TCP/IP, DNS, firewalls)
  • Proven ability to lead under pressure and manage critical incidents
  • Excellent communication and stakeholder management skills
  • Ability to work across global teams and time zones

Qualys is an Equal Opportunity Employer, please see our EEO policy.

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