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Escalation Engineer Salary Jobs (NOW HIRING)

Zoom Video Communications, Inc.

Escalation Engineer

$225K/yr

As a Service Engineer, you will serve as a critical escalation point, partnering with Support ... Salary Range or On Target Earnings: Minimum: $97,600.00 Maximum: $225,700.00 In addition to the ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

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 ...

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 ... Your actual base salary and level will be determined on a case by case basis and may vary based on ...

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 ... Your actual base salary and level will be determined on a case by case basis and may vary based on ...

Celestica

Senior Staff Escalation Engineer

Richardson, TX · On-site

$160K - $212K/yr

We are seeking a Senior Staff Escalation Engineer to serve as a principal technical authority ... Target Base Salary Range: $160,000 - $212,000 USD (final compensation is determined by experience ...

ZEISS

Global Technical Escalation Engineer

OR · On-site +1

Salary rate based on location. SF Bay Area: $49.00 - $61.00 + bonus California: $45.00 - $56.00 ... Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and ...

Celestica

Senior Staff Escalation Engineer

San Jose, CA · On-site

$175K - $243K/yr

We are seeking a Senior Staff Escalation Engineer to serve as a principal technical authority ... Target Base Salary Range: $175,000 - $243,000 USD (final compensation is determined by experience ...

ZEISS

Global Technical Escalation Engineer

Salary rate based on location. SF Bay Area: $49.00 - $61.00 + bonus California: $45.00 - $56.00 ... Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

... with engineering and product teams to address customer-facing escalations and systemic issues ... Competitive Salary * Generous PTO. * Medical, dental, and vision insurance coverage. * Regular team ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

... with engineering and product teams to address customer-facing escalations and systemic issues ... Competitive Salary * Generous PTO. * Medical, dental, and vision insurance coverage. * Regular team ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · Hybrid

... with engineering and product teams to address customer-facing escalations and systemic issues ... Competitive Salary * Generous PTO. * Medical, dental, and vision insurance coverage. * Regular team ...

WheelHouse IT

IT Support Escalation

Orlando, FL · On-site

$48K - $55K/yr

Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality ... Competitive salary based on experience and qualifications * Health, vision, and dental benefits ...

WheelHouse IT

IT Support Escalation

Orlando, FL · On-site

Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality ... Competitive salary based on experience and qualifications * Health, vision, and dental benefits ...

Akamai

Product Support Engineer

Cambridge, MA · On-site

$105K - $189K/yr

Join our Global Escalation Team As a Product Support Engineer, you will become a key technical ... For US based candidates only - the base salary for this position ranges from $105,400 - $189,600 ...

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Escalation Engineer Salary information

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$46.5K

$97.1K

$136.5K

How much do escalation engineer salary jobs pay per year?

As of Aug 31, 2026, the average yearly pay for escalation engineer salary 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 are the typical daily responsibilities of an escalation engineer?

Escalation Engineers are responsible for handling the most complex technical issues that frontline support teams cannot resolve. Their daily tasks often include troubleshooting high-priority incidents, collaborating with product development and engineering teams to find solutions, and directly communicating with customers to provide updates and resolutions. By effectively managing escalated cases, they help minimize downtime for clients and ensure customer satisfaction, while also providing valuable feedback to improve products and processes. This role is highly collaborative and requires excellent problem-solving and communication skills.

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

To thrive as an Escalation Engineer, you need deep technical expertise in troubleshooting, systems analysis, and advanced knowledge of relevant software or hardware, typically backed by a degree in computer science or related field. Familiarity with ticketing systems, debugging tools, and certifications such as Microsoft Certified Solutions Expert (MCSE) or similar are often required. Exceptional problem-solving abilities, communication skills, and the capacity to remain calm under pressure distinguish outstanding professionals in this role. These skills are crucial for resolving complex customer issues efficiently and maintaining high client satisfaction.

What is the typical salary for an escalation engineer?

The salary for an Escalation Engineer can vary depending on factors such as location, experience, industry, and the specific company. In the United States, the average annual salary typically ranges from $90,000 to $140,000, with higher salaries possible at large tech companies or with specialized expertise. Benefits and additional compensation like bonuses or stock options may also be included.

What is the difference between Escalation Engineer Salary vs Customer Support Engineer Salary?

AspectEscalation Engineer SalaryCustomer Support Engineer Salary
Required CredentialsTechnical certifications, relevant degreesTechnical knowledge, customer service skills
Work EnvironmentTechnical teams, troubleshooting in complex issuesCustomer interaction, issue resolution
Industry UsageIT, tech companies, software firmsIT, telecom, tech support services

Typically, Escalation Engineers earn higher salaries than Customer Support Engineers due to their advanced technical skills and involvement in resolving complex issues. While both roles require technical knowledge, Escalation Engineers often have more specialized certifications and work in more technical environments, leading to higher compensation.

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 Salary jobs near you
Infographic showing various Escalation Engineer Salary job openings in the United States as of August 2026, with employment types broken down into 87% Full Time, 11% Part Time, and 2% Contract. Highlights an 90% Physical, 3% Hybrid, and 7% Remote job distribution, with an average salary of $97,063 per year, or $46.7 per hour.

Escalation Engineer

Remote

Zoom Video Communications, Inc.
5 - 10K employees
Learn more about Zoom Video Communications, Inc.external

$225K/yr

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

What You Can Expect
In this role, you will be the go-to problem solver for some of Zoom's most complex technical challenges. As a Service Engineer, you will serve as a critical escalation point, partnering with Support, Product, Platform, Engineering, and Technical Operations teams to identify root causes and deliver solutions that keep millions of users connected. You will leverage AI-powered diagnostic tools and your deep technical expertise to resolve issues rapidly, predict potential problems, and advocate for the user experience at every step. This is a senior-level individual contributor role reporting within the Service Engineering organization, where your curiosity and resourcefulness will directly shape how Zoom delivers happiness to customers worldwide.
About the Team
The Service Engineering team sits at the intersection of engineering, support, and product, acting as the bridge that turns complex escalations into lasting solutions. We collaborate across boundaries to ensure Zoom's platform reliability and user satisfaction, driving real change in how millions of people connect every day. If you thrive on solving puzzles and making a tangible impact, this is your team.
Responsibilities
  • You will take end-to-end ownership of customer escalations, including initial troubleshooting, root cause identification, and resolution across web services, APIs, SDKs, and Marketplace integrations.
  • You will collaborate with multiple tiers of support, acting as a senior escalation point to investigate complex issues spanning web, client, server, database services, API gateways, and multi-platform environments.
  • You will analyze logs, network traces, and debug information to diagnose issues and deliver actionable solutions, reading and debugging code in Python, Java, and SQL as needed.
  • You will utilize AI-powered diagnostic tools and machine learning models to identify issue patterns, automate repetitive troubleshooting tasks, and provide intelligent resolution recommendations.
  • You will collect information, document bugs with Engineering for product issues, and build process and troubleshooting documentation in the support knowledge base.
  • You will assess and prioritize customer cases to ensure timely response and resolution according to service standards, meeting or exceeding expectations on response quality and overall experience.
  • You will create and maintain technical documentation, code samples, and troubleshooting guides while representing Service Engineering in cross-functional meetings and developer community forums.

What We're Looking For
  • 5+ years of experience in technical support, developer support, or service engineering roles, with demonstrated ownership of complex escalations.
  • BS degree in Computer Science, Software Engineering, or a related field, or equivalent experience.
  • 3+ years of code development experience with proficiency in Java or Python.
  • Strong understanding of RESTful API design principles, API authentication methods (OAuth 2.0, JWT), and integration patterns, with hands-on experience using tools like Postman, cURL, and Swagger.
  • Hands-on experience with SDK integration and troubleshooting across multiple platforms (iOS, Android, Web, Windows, macOS) and familiarity with Linux, networking, and cloud environments (AWS, Azure).
  • Familiarity with AI/ML concepts and experience using AI-powered tools for log analysis, anomaly detection, or automated troubleshooting, including effective use of large language models to enhance productivity.
  • Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.

Salary Range or On Target Earnings:
Minimum:
$97,600.00
Maximum:
$225,700.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations
At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!
Anticipated Position Close Date:
09/02/26
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know-we're here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
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