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Escalation Engineer Jobs (NOW HIRING)

Portnox

Technical Escalation Engineer

Technical Escalation Engineer Department: Support Employment Type: Full Time Location: Remote Description Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero ...

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 ...

My IT Crew

Escalation Engineer, FL

Orlando, FL · On-site

$100K - $120K/yr

Escalation Engineer Duties and Responsibilities: * Provide oversight and mentorship to the team in addition to your technical role. * Suggest and organize team-building activities. * Ensure team ...

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 ...

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 ...

Akeyless

Escalation Engineer- US

$160K - $180K/yr

We are looking for an Escalation Engineer- US (part of the Engineering organization) to support escalation points from both the Customer Success organization as well as internally within the ...

My IT Crew

Escalation Engineer, FL

Orlando, FL

$73K - $97K/yr

Escalation Engineer Duties and Responsibilities: * Provide oversight and mentorship to the team in addition to your technical role. * Suggest and organize team-building activities. * Ensure team ...

My It Crew

Escalation Engineer, FL

Orlando, FL · On-site

Escalation Engineer Duties and Responsibilities: * Provide oversight and mentorship to the team in addition to your technical role. * Suggest and organize team-building activities. * Ensure team ...

Velocity1

Escalation Engineer

Madison, AL · 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 ...

Polymarket

Escalation Engineer, CX

New York, NY · On-site +1

About the Role Polymarket is looking for an Escalation Engineer to sit within the CX function and own the most technically complex support issues our traders and API builders encounter. You'll be the ...

Velocity 1 LLC

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 LLC

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, we've doubled in size over the ...

Cloud Software Group

Lead Escalation Engineer

$104K - $138K/yr

As a Lead Escalation Engineer, you will work on MDM software called EBX, acting as a liaison between customers, the product team, and engineers to address complex issues and enhance product ...

My IT Crew

Remote Escalation Engineer - MSP

Brooklyn, NY · On-site +1

$85K - $100K/yr

Escalation Engineer Duties and Responsibilities * Be Fanatically awesome all the time! * Be an active advocate for customer satisfaction * Provide technical excellence t for systems, software, and ...

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 ...

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 ...

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How much do escalation engineer jobs pay per year?

As of Jun 6, 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 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 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.

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What cities are hiring for Escalation Engineer jobs? Cities with the most Escalation Engineer job openings:
What are the most commonly searched types of Escalation Engineer jobs? The most popular types of Escalation Engineer jobs are:
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Escalation Engineer jobs near you
Infographic showing various Escalation Engineer job openings in the United States as of May 2026, with employment types broken down into 98% Full Time, 1% Part Time, and 1% Contract. Highlights an 86% Physical, 5% Hybrid, and 9% Remote job distribution, with an average salary of $97,063 per year, or $46.7 per hour.
Technical Escalation Engineer

Technical Escalation Engineer

Portnox

Remote

Full-time

Posted 18 days ago

Job description

Technical Escalation Engineer
Department: Support
Employment Type: Full Time
Location: Remote
Description
Portnox is a fast-growing, cloud-native cybersecurity company on a mission to simplify zero trust security for organizations of all sizes. As we continue to expand into the enterprise market, we are strengthening our Support organization to deliver world-class technical excellence during critical customer moments. We're looking for a Technical Escalation Engineer to serve as the highest level of technical authority within Support - driving complex investigations, elevating escalation quality, and ensuring seamless collaboration with Engineering.
This is a great opportunity for a highly experienced technical support professional who thrives in high-pressure environments, brings strong analytical rigor, and wants to play a pivotal role in shaping how escalations are handled at a high-growth company.
About the Role:Reporting into Support leadership, you will own the most complex and high-severity technical investigations and act as the primary interface between Support and Engineering. You will bring structure, clarity, and technical leadership to critical issues, ensuring that escalations are handled methodically and professionally.
This is not a people management role - it is a technical authority role designed to elevate the quality, consistency, and effectiveness of escalation handling across the organization.
Key Responsibilities
  • Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification
  • Act as the senior technical authority on enterprise escalation calls, setting direction and next steps
  • Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps
  • Validate logs, packet captures, and troubleshooting work before escalation - no premature or vague tickets
  • Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail
  • Participate in post-incident reviews and ensure learnings are captured and shared
  • Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset
  • Influence documentation quality and contribute to knowledge sharing across the team
  • Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations
  • Set and uphold technical standards for escalation quality across the Support organization

Skills, Knowledge, and Expertise
  • 5+ years in Technical Support, Escalation Engineering, or similar roles in B2B SaaS or cybersecurity environments
  • Deep troubleshooting expertise across networking, systems, and cloud environments
  • Proven experience handling high-severity incidents and enterprise escalations
  • Strong ability to analyze logs, packet captures, and complex system behavior
  • Experience working cross-functionally with Engineering teams
  • Excellent communication skills with the ability to clearly convey complex technical concepts
  • Calm, methodical, and highly organized approach under pressure
  • Nice to have: experience with zero trust or network access solutions and a passion for improving support processes at scale

Why Join Us
  • Opportunity to make a significant impact on the operations of the company.
  • Collaborative and dynamic work environment with opportunities for professional growth and development.
  • Competitive compensation and benefits package.
  • 100% remote

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