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Escalation Engineer Jobs (NOW HIRING)

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

IT Escalation Engineer, Boston, MA We are seeking IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a ...

Alkira

Escalation Engineer

San Jose, CA

$100K - $150K/yr

We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation ...

Alkira, Inc.

Escalation Engineer

San Jose, CA · On-site

$100K - $150K/yr

We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation ...

Island

Escalation Engineer - Dallas

Coppell, TX · On-site +1

$76K - $102K/yr

What You'll Do As an Escalation Engineer, you'll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support ...

Velocity1

Escalation Engineer

Chattanooga, TN · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should ...

IP Pathways

Network Escalation Engineer

Columbus, OH · On-site

Network Escalation Engineer Department: Advanced Technical Services Location: Columbus, Ohio Job Summary: IP Pathways is experiencing explosive company growth! In fact, weve doubled in size over the ...

IP Pathways

Network Escalation Engineer

Columbus, OH · Hybrid

Network Escalation Engineer Department: Advanced Technical Services Location: Columbus, Ohio Job Summary: IP Pathways is experiencing explosive company growth! In fact, we've doubled in size over the ...

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Escalation Engineer information

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$46.5K

$97.1K

$136.5K

How much do escalation engineer jobs pay per year?

As of Aug 2, 2026, the average yearly pay for escalation engineer in the United States is $97,063.00, according to ZipRecruiter salary data. Most workers in this role earn between $82,500.00 and $110,000.00 per year, depending on experience, location, and employer.

What does an escalation engineer do?

An escalation engineer handles complex technical issues that cannot be resolved by frontline support teams. They analyze problems, collaborate with other departments, and provide advanced troubleshooting to ensure customer satisfaction and issue resolution, often using tools like ticketing systems and diagnostic software.

What is an Escalation Engineer job?

An Escalation Engineer is a technical professional responsible for handling complex customer issues that cannot be resolved by frontline support teams. They analyze, troubleshoot, and resolve escalated technical problems, often working closely with developers, product teams, and customers. Their role requires deep technical expertise, strong problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. Escalation Engineers may also provide feedback to improve product stability and support processes.

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

To thrive as an Escalation Engineer, you need a strong foundation in troubleshooting, systems analysis, and advanced technical support, often supported by a degree in computer science or a related field. Familiarity with ticketing systems, remote diagnostic tools, operating systems, and relevant certifications such as ITIL or Microsoft Certified Solutions Expert is highly valuable. Outstanding communication, problem-solving ability, and resilience under pressure are vital soft skills in this position. These skills ensure rapid response and resolution to complex issues, maintaining customer satisfaction and organizational credibility.

What engineers make $500,000 a year?

Highly experienced engineers in specialized fields such as software engineering, data engineering, or systems architecture can earn $500,000 or more annually, often through a combination of base salary, bonuses, and stock options. These roles typically require advanced skills, certifications, and work in high-demand industries like technology or finance.

What types of issues does an Escalation Engineer typically handle on a daily basis?

An Escalation Engineer is responsible for addressing the most complex technical problems that frontline support teams are unable to resolve, which may include critical system outages, persistent software bugs, or high-impact customer issues. You can expect to investigate root causes, coordinate with various internal teams such as development or product management, and provide timely, thorough solutions to customers. The role often requires documenting findings, advising on preventative measures, and ensuring long-term resolution of challenging cases. This hands-on and collaborative environment makes the position both demanding and rewarding for those who enjoy problem-solving.

How much does an escalation engineer make?

An escalation engineer's average salary typically ranges from $70,000 to $120,000 annually, depending on experience, location, and industry. They often require strong technical skills and problem-solving abilities to handle complex customer issues and may earn additional compensation through bonuses or certifications.

What engineers make $200,000 a year?

Senior engineers in fields such as software, electrical, and aerospace engineering can earn $200,000 or more annually, especially with extensive experience, specialized skills, and advanced certifications. Roles in high-demand industries, leadership positions, or those working in competitive markets often reach or exceed this salary level.
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Escalation Engineer jobs near you
Infographic showing various Escalation Engineer job openings in the United States as of July 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $97,063 per year, or $46.7 per hour.

IT Escalation Engineer

Next Step Systems

Boston, MA • On-site

Full-time

Medical, Retirement, PTO

Re-posted 26 days ago

Job description

IT Escalation Engineer, Boston, MA
We are seeking IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a Tier III escalation technician, supporting a help desk team with complex issues. Hours are Monday through Friday from 8:30 am to 5:30 pm. This position is a hybrid role working at least 3 days per week in the Boston office. The successful candidate will also work on projects both at a client site as well as off-site and be available for dispatch to client sites as needed.
Responsibilities:
- Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution.
- Identify, propose, and enforce escalation process improvements.
- Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
- Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
- Handle service tickets for technical assistance via phone and email.
- Follow, update, and maintain Help Desk procedures and contribute to the knowledge bank.
- Respond to incoming cases of client services department as backup during peak times.
- Participate in on-call rotation for nights and weekends (approximately once every 6 weeks).
- Attend monthly Help Desk Team meetings and quarterly staff meetings.
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, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues.
- In-depth knowledge of Windows 10 End-Point Administration.
- Extensive experience with Windows Server 2012-2019.
- Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory).
- Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments.
- Advanced PC/desktop expertise.
- Experience with ConnectWise and/or Kaseya is a plus.
- Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation.
- Industry certifications such as Network+, MCSA, MCSE, or an Associate's degree, and/or Bachelor's degree a plus.
Benefits include medical insurance, retirement plan, PTO, etc. Salary: 80K+ DOE. Keywords: Boston MA Jobs, IT Escalation Engineer, Break Fix, Windows 10 End-Point Administration, Windows Server, Active Directory, PowerShell, Microsoft 365, PC, Desktop, Network, Networking, Massachusetts Recruiters, Information Technology Jobs, IT Jobs, Massachusetts Recruiting
Looking to hire for similar positions in Boston, MA or in other cities? Our IT recruiting agencies and staffing companies can help.
We help companies that are looking to hire IT Escalation Engineers for jobs in Boston, Massachusetts and in other cities too. Please contact our IT recruiting agencies and IT staffing companies today! Phone 630-428-0600 ext. 11 or email us at jobs@nextstepsystems.com. Click here to submit your resume for this job and others.
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