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Escalation Engineer Jobs (NOW HIRING)

Ooma

Senior Escalation Engineer

Sunnyvale, CA · On-site

$104K - $135K/yr

The Senior Escalation Engineer at Ooma partners closely with software development, product management, and engineering teams to solve complex customer challenges and improve product quality. This ...

Cloud Software Group

Lead Escalation Engineer

San Ramon, CA · Remote

$104K - $138K/yr

As a Lead Escalation Engineer, you will be working on our MDM software called EBX, and be the link between our customers, product team support, and the engineers. What You'll do: - Analyzing customer ...

Job Board

Senior Escalation Engineer

North, SC · On-site

$97K - $133K/yr

As an Escalation Engineer, you are the critical bridge between our customers' most complex technical challenges and our innovative engineering solutions. You aren't just resolving support cases; you ...

IPA

Customer Support Escalation Engineer

Duluth, GA · Hybrid

Customer Support Escalation Engineer Location: Duluth, GA Department: Service Reports to: Director of Customer Support Type: Full-Time Status: Exempt Schedule: Hybrid 4 days in-office /1 day remote ...

Cloud Software Group

Lead Escalation Engineer

San Ramon, CA · On-site +1

$114K - $150K/yr

As a Lead Escalation Engineer, you will be working on our MDM software called EBX, and be the link between our customers, product team support, and the engineers. What You'll do: - Analyzing customer ...

Ooma

Senior Escalation Engineer

Sunnyvale, CA

$122K - $168K/yr

The Senior Escalation Engineer at Ooma partners closely with software development, product management, and engineering teams to solve complex customer challenges and improve product quality. This ...

IPA

Customer Support Escalation Engineer

Duluth, GA · On-site

$92K - $100K/yr

Customer Support Escalation Engineer Location: Duluth, GA Department: Service Reports to: Director of Customer Support Type: Full-Time Status: Exempt Schedule: Hybrid 4 days in-office /1 day remote ...

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$46.5K

$97.1K

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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.
Senior Escalation Engineer

Senior Escalation Engineer

Ooma

Sunnyvale, CA • On-site

$104K - $135K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 5 days ago

Job description

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
About the Role:
The Senior Escalation Engineer at Ooma partners closely with software development, product management, and engineering teams to solve complex customer challenges and improve product quality. This role goes beyond traditional support-owning issues end-to-end, contributing to product validation efforts, and helping shape future features through hands-on testing and feedback.
You'll play a key role in bridging real-world customer environments with internal development by troubleshooting advanced issues, participating in proof-of-concept work, and ensuring solutions are practical, scalable, and reliable. This position blends deep technical support expertise with systems integration and product insight.
What You'll Do:
  • Debug and resolve complex field issues, driving them through to timely resolution
  • Perform hands-on, day-to-day troubleshooting across voice, fax, fire alarm signaling, and remote programming workflows in production environments
  • Partner with engineering teams to identify product deficiencies and develop effective solutions
  • Provide clear, actionable feedback to improve product quality and reliability
  • Review and validate test setups to ensure alignment with customer environments and real-world use cases
  • Execute testing, system integration, and Level 4 support for escalated customer issues
  • Collaborate cross-functional to support the development of new features and bug fixes.
  • Analyze system behavior and test results to ensure solutions meet customer and field requirements
  • Leverage AI tools to improve support productivity, streamline workflows, and reduce resolution times

Experience We're Looking For:
  • 8+ years of experience working with VoIP, modems, alarm systems, and related technologies
  • Strong expertise in VoIP protocols and advanced diagnostics, including SIP traces, PCAP analysis, and signaling logs
  • Hands-on experience with alarm signaling formats such as SIA8, SIA 20, Contact ID, SK 4/2, BFSK 14 and BFSK 23
  • Familiarity with Modem over IP technologies, including Voice Band Data and Modem Relay
  • Proven background in system integration across voice systems, modem technologies, and fire alarm platforms
  • Experience using scripting or automation to streamline workflows and repetitive tasks
  • Ability to navigate evolving priorities and adapt to changing customer and technical needs
  • Clear communicator with strong collaboration, organization, and problem-solving skills

What We Offer:
Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks.
  • Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
    • HMO, PPO's or a PPO with a HDHP (including HSA, which Ooma helps fund)
  • Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
  • FSA Healthcare & Dependent Care
  • Commuter Benefits
  • Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
  • 401(k), including employer match, and Roth
  • Employee Stock Purchase Plan (ESPP)
  • Paid Time off, Sick Time, as well as corporate holidays observed
  • Employee Assistance Program
  • Life Balance benefits with Travel Assistance Services and Identity Theft
  • Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.
The base salary range for candidates within the San Francisco Bay Area is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).
California Pay Range
$104,500-$135,000 USD

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