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Escalation Engineer Jobs (NOW HIRING)

Universal Data Inc

Escalation Engineer

New Orleans, LA · On-site

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 ...

Zello Inc

Escalation Engineer

Austin, TX · On-site

As that base grows and the platform deepens, we need an Escalation Engineer who can own the hardest technical problems our customers hit, drive them to root cause with minimal Engineering involvement ...

Frankel

Escalation Engineer

Omaha, NE · On-site

The Escalation Engineer is responsible for providing top-level technical support to our clients, troubleshooting complex issues, and resolving escalated tickets. This position requires a high level ...

Alkira

Escalation Engineer

San Jose, CA

$150K - $200K/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

$150K - $200K/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 ...

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 ...

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 ...

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 ...

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Escalation Engineer information

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$46.5K

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How much do escalation engineer jobs pay per year?

As of Sep 14, 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?

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 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.

What are the key skills and qualifications needed to thrive as an escalation engineer?

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 does an escalation engineer do?

An escalation engineer handles complex technical issues that cannot be resolved by frontline support teams. They analyze problems, coordinate with other departments, and provide advanced troubleshooting to ensure customer satisfaction, often using tools like ticketing systems and technical documentation.
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Escalation Engineer jobs near you
Infographic showing various Escalation Engineer job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 89% Full Time, 7% Part Time, and 3% Contract. Highlights an 84% Physical, 5% Hybrid, and 11% Remote job distribution, with an average salary of $97,063 per year, or $46.7 per hour.

Escalation Engineer

New Orleans, LA • On-site

Universal Data Inc
IT Services • 11 - 50 employees
Learn more about Universal Data Incexternal

Full-time

Medical

Posted 4 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

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