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Escalation Director Jobs (NOW HIRING)

Universal Data Inc

Escalation Engineer

New Orleans, LA · On-site

When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support. RESPONSIBILITIES ...

Level One Personnel

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Escalation Engineer

Bellaire, TX · On-site

$70K - $90K/yr

Escalations Engineer Location: Bellaire, TX (Hybrid options available for the right candidate ... Direct Hire: Pay: $70,000 and $95,000 per year, plus an annual on-target bonus if applicable; not ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

Qualifications: - 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus. - Direct experience as a good problem solver ...

Zscaler

The Escalation Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on ...

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Escalation Director information

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

High-level executive roles such as Chief Executive Officers (CEOs), Chief Financial Officers (CFOs), and other C-suite positions often have annual compensation exceeding $500,000, especially in large corporations. Additionally, specialized roles like investment bankers, successful entrepreneurs, and certain senior technology or sales executives can reach or surpass this income level, often requiring extensive experience, advanced skills, and leadership responsibilities.

What is the difference between Escalation Director vs Customer Support Manager?

AspectEscalation DirectorCustomer Support Manager
CredentialsExperience in leadership, conflict resolution, and industry-specific knowledgeCustomer service experience, management skills, and industry familiarity
Work EnvironmentStrategic oversight, high-level problem resolution, cross-department coordinationTeam management, daily customer interactions, process improvement
Employer & Industry UsageTech, telecommunications, enterprise servicesRetail, SaaS, service industries

The Escalation Director focuses on high-level issue resolution and strategic management of escalated cases, often working across departments. In contrast, the Customer Support Manager handles daily customer interactions, team supervision, and process improvements. Both roles require strong communication skills, but the Escalation Director operates at a higher strategic level within the organization.

What jobs pay $2000 a day?

High-level executive roles such as Chief Executive Officers, Chief Financial Officers, and certain specialized consultants can earn $2,000 or more per day, especially in large organizations or consulting firms. These positions typically require extensive experience, advanced skills, and often involve long hours or high responsibility levels.

What are Escalation Directors?

Escalation Directors are senior professionals responsible for managing and resolving the most critical and complex customer issues within a company. They typically oversee escalation processes, coordinate cross-functional teams, and ensure timely and effective resolution of problems that standard support channels cannot handle. Escalation Directors also analyze escalation trends to improve processes and prevent future issues. Their role is crucial in maintaining customer satisfaction and protecting the company's reputation.

What skills do you need to be an escalation specialist?

An escalation specialist, often a key role in customer support or technical teams, needs strong communication, problem-solving, and conflict resolution skills. They should have a good understanding of the company's products or services, be proficient with relevant tools or CRM systems, and possess the ability to handle high-pressure situations effectively.

What jobs pay $10,000 a month without a degree?

An Escalation Director typically earns well over $10,000 a month, especially in large organizations, due to leadership responsibilities and experience. Other high-paying roles without a degree include sales managers, real estate brokers, and certain tech sales positions, which often rely on skills, certifications, and performance rather than formal education.

How does an Escalation Director typically collaborate with other departments to resolve high-priority issues?

An Escalation Director works closely with cross-functional teams such as customer support, engineering, product management, and executive leadership to address complex or urgent problems that impact clients or business operations. They coordinate communication, facilitate meetings to align on action plans, and ensure that all stakeholders are kept informed on progress and solutions. This role often involves balancing technical resolution with customer satisfaction, requiring strong interpersonal and negotiation skills. Effective collaboration is essential for meeting service level agreements and maintaining positive client relationships.

What are the key skills and qualifications needed to thrive as an Escalation Director, and why are they important?

To thrive as an Escalation Director, you need deep expertise in incident management, problem resolution, and a strong background in customer support or technical operations, often supported by a relevant degree and leadership experience. Familiarity with CRM platforms, ticketing systems, and escalation tracking tools such as Salesforce Service Cloud or Jira is typically required. Outstanding negotiation, conflict resolution, and communication skills enable effective stakeholder management and team leadership. These competencies are crucial for ensuring rapid, high-quality resolution of critical issues that can impact customer satisfaction and business continuity.
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Escalation Director jobs near you
Infographic showing various Escalation Director job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, 96% Full Time, 2% Part Time, and 1% Temporary. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.
Escalation Engineer

Escalation Engineer

Universal Data Inc

New Orleans, LA • On-site

Full-time

Medical

Posted 3 days ago

Job description

OVERVIEW

At Universal Data our number one goal is to Create Raving Fans. The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first.

The Escalation Engineer handles day to day support of customer issues, serving as an escalation point, and assists in managing our contract client environments. Our business works with different organizations in various industries. As an Escalation Engineer, it is important that you can work with different technologies while being able to identify solutions that will improve our client's environment.

The ideal candidate for the Escalation Engineer position will possess exceptional technical and interpersonal skills, be highly organized and motivated, and able to form working and trustworthy relationships with our end users.

This position will present you with new and interesting challenges that will test you technical abilities as well as your problem-solving skills. When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support.

RESPONSIBILITIES & TASKS

Customer Service

  • Work on and resolve escalated Helpdesk Tickets
  • Delight our Clients with a friendly, quick, and helpful experience
  • Assist Clients with identifying areas of improvement

Use of our Ticketing System

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work through our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Make sure that Client Inventory remains updated
  • Complete routine Proactive maintenance to better manage client's environments

Project Work

  • From time to time the projects team may need additional resource to help deliver projects assistance

Communication, Reporting & Risk

  • Create and maintain documentation
  • Escalate tickets that require Project Team support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients

Team Work

  • Follow the schedule provided by the Service Coordinator
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all our Security Procedures and keeping a vigilant eye for security issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Coordinator, Director of Operations or CIO

SKILLS AND ATTRIBUTES

Desired

  • A love of (and ability to) solve problems and challenges
  • Great communication skills, founded in being a good listener
  • Understanding of support tools, techniques and how technology is used to provide srvices
  • Understanding of operating systems, business applications, printing systems and network systems
  • Diagnosis skill of technical issues related of end-user hardware & software and network devices
  • Experience and understanding of structured cabling (tidy cable management is a must)
  • Experience installing and maintaining networking and VoIP equipment
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
  • Experience working with vendors for expedited troubleshooting of hardware and software systems
  • A deep desire to deliver an amazing Client Experience
  • Knowledge of IT Applications, Software & Hardware
  • The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Professional IT Certifications
  • Client Experience Certifications
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

PERKS

  • Health Insurance Plans as well as other health benefits
  • Incentives for reaching Team and Company Goals
  • Career Development Plan to assist in your professional growth
  • An easy-going environment and culture
  • The flexibility to work from home (we run a Hybrid office)
  • Company provided IT Equipment