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Escalation Engineer Salary Jobs (NOW HIRING)

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

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

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

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

$100 - $125/hr

Coordinate with engineering and product teams to address customer‑facing escalations and systemic ... Competitive salary. * Generous PTO. * Medical, dental, and vision insurance coverage. * Regular ...

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 ...

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 ...

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

$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 ...

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 ...

Scigon Solutions

Senior Application Engineer

Hughson, CA · On-site

$127K - $167K/yr

Senior Application Engineer Salary: $127,000-$167,000 What You ll Do We are seeking a Senior ... Serve as a senior escalation point, providing Level 3 application support and resolving complex ...

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All JobsEscalation Engineer Salary Jobs

Escalation Engineer Salary information

See salary details

$46.5K

$97.1K

$136.5K

How much do escalation engineer salary jobs pay per year?

As of Sep 8, 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 September 2026, with employment types broken down into 89% Full Time, 10% Part Time, and 1% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote 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 3 days ago

Key responsibilities

  • Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution.

  • Identify, propose, and enforce escalation process improvements.

  • Handle service tickets for technical assistance via phone and email.

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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