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Escalation Engineer Jobs (NOW HIRING)

ZEISS

Global Technical Escalation Engineer

Dublin, CA · On-site +1

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement ...

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 within our Customer Experience organization, based out of our Richardson, TX facility in a hybrid model.

ZEISS

Global Technical Escalation Engineer

OR · On-site +1

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement ...

ZEISS

Global Technical Escalation Engineer

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement ...

ZEISS

Global Technical Escalation Engineer

Dublin, CA · On-site +1

Serve as a key technical resource for Field Service Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and contributing to continuous improvement ...

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 within our Customer Experience organization, based out of our San Jose, CA facility in a hybrid model. In ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

$80 - $120/hr

Coordinate with engineering and product teams to address customer‑facing escalations and systemic issues. * Develop tools, scripts, and documentation to enhance internal support workflows and ...

Nerdio

Escalation Engineer (Tier 3 Support)

$80K - $100K/yr

About The Role When the hardest problems land in Nerdio's support queue, the Escalation Engineer is who they land with. This is a Tier 3 role built for engineers who thrive on deep investigation and ...

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Escalation Engineer information

See salary details

$46.5K

$97.1K

$136.5K

How much do escalation engineer jobs pay per year?

As of Aug 22, 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 August 2026, with employment types broken down into 94% Full Time, 2% Part Time, and 4% Contract. Highlights an 85% Physical, 6% Hybrid, and 9% Remote job distribution, with an average salary of $97,063 per year, or $46.7 per hour.

Senior Network Escalation Engineer

Eze Castle Integration

Dallas, TX • On-site

$102K - $140K/yr

Full-time

Medical, Life, Retirement, PTO

Re-posted 28 days ago

Job description

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
The Opportunity:
ECI has an exciting opportunity for an experienced, Senior Network Escalation Engineer to join our team. The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter, who will proactively find and address issues. The candidate will be delivering technical support and consultation to our clients in the financial services, life sciences, legal and manufacturing verticals just to mention a few. The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry.
This is an onsite role working rotating shifts (morning, afternoon, and night) which change every month. Seeking qualified candidates who are immediate joiners or within 30 to 60 days.
What you will do:
  • Provide customer support to clients located across the globe.
  • Troubleshoot/resolve complex issues and handle service requests for clients related to Cisco routing and switching infrastructure, Cisco Meraki and legacy wireless infrastructure, Palo Alto technologies, Cisco, SonicWall, and Fortinet firewalls.
  • Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized
  • Focus on customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process.
  • Evaluate customer's network and perform Network and Vulnerability assessment and remediation.
  • Prepare change scripts and perform changes on client network infrastructure.
  • Undertake network projects such as turning up a new client office infrastructure, setting up remote access VPNs and site to site VPNs on large scale, handling network refresh projects, etc., and strive to deliver within the deadline.
  • Take part in remote client onboarding and offboarding processes, ensuring seamless transitions and setup.
  • Engage proactively with clients to comprehend their unique network requisites and collaboratively engineer tailored solutions that align with their goals.
  • Lead and drive network design strategies while meticulously outlining scope of work for client projects, ensuring precision and clarity.
  • Participate in weekly calls with various clients related to project work or general task work.

Who you are:
  • Bachelor's Degree in related field or equivalent combination of education
  • Must have at least 8 years of experience in network support and delivering network projects.
  • Expert level technical certifications such as CCIE or training equivalent.
  • Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, SonicWall, and FortiGate networking equipment.
  • Proven experience in troubleshooting and resolving complex network issues in technologies related to routing, switching, VPN (GlobalProtect and AnyConnect), wireless, certificates, network slowness, etc.
  • Strong understanding of networking protocols, security principles, and best practices
  • Experience in planning, executing, and overseeing network projects from initiation to completion.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information to diverse audiences.
  • Customer service experience with a focus on building and maintaining positive relationships.
  • Soft skills such as teamwork, adaptability, and problem-solving.
  • Exceptional interpersonal skills, with a focus on rapport-building and managing expectations.
  • Highly self-motivated and directed, in a fast-paced team environment.
  • Sharp attention to detail with proven analytical and critical thinking skills
  • Effective time management and excellent prioritization skills

Bonus points if you have:
  • FortiGate certification
  • Experience with Managed Service Providers (MSP)
  • Financial Services Industry experience

ECI's culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and the range for this role is a maximum of $ 125,000 annually with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K and so much more! If you believe you'd be a great fit and are ready for your best job ever, we'd like to hear from you!!
Love Your Job, Share Your Technology Passion, Create Your Future Here!
#LI-Onsite
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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