ZipRecruiter

Log In

1

Escalation Engineer Jobs (NOW HIRING)

Meriplex Communications

Lead, Managed Services

Seattle, WA · On-site

$85K - $120K/yr

Previous experience serving as an escalation engineer, team lead, or senior technical resource. * Strong understanding of ITIL principles and service management practices. * Experience with ticketing ...

NCR

Network Engineering Manager

Dayton, OH

Lead & Engineer (PlayerCoach Responsibilities) * Remain handson in the design, review, and implementation of enterprise network solutions. * Serve as a technical authority and escalation point for ...

Motorola

Senior Escalations Engineer

California, MD · On-site

$100K - $137K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$100K - $137K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

Senior Escalations Engineer

Tennessee, IL · On-site

$100K - $138K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$99K - $136K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

BECPOS

Network Engineering Manager

Dayton, OH

Lead & Engineer (PlayerCoach Responsibilities) * Remain handson in the design, review, and implementation of enterprise network solutions. * Serve as a technical authority and escalation point for ...

Motorola

$91K - $125K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

BECPOS

Network Engineering Manager

Atlanta, GA

Lead & Engineer (PlayerCoach Responsibilities) * Remain handson in the design, review, and implementation of enterprise network solutions. * Serve as a technical authority and escalation point for ...

Motorola

Senior Escalations Engineer

Louisiana, MO · On-site

$92K - $126K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$103K - $141K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$96K - $132K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$100K - $137K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

Senior Escalations Engineer

Indiana, PA · On-site

$95K - $131K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Open Approach

Escalations Engineer (L3)

Burlington, VT · On-site

When part of an engineering escalation, take ownership of an issue, seeing it through to the end and use the opportunity to mentor your Support Desk peers. * Be a great, first, technical interface of ...

next page

Showing results 1-20

All JobsEscalation Engineer Jobs

Escalation Engineer information

See salary details

$46.5K

$97.1K

$136.5K

How much do escalation engineer jobs pay per year?

As of Jul 12, 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 does an escalation engineer do?

An escalation engineer handles complex technical issues that cannot be resolved by frontline support teams. They analyze problems, collaborate with other departments, and provide advanced troubleshooting to ensure customer satisfaction and issue resolution, often using tools like ticketing systems and diagnostic software.

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 engineers make $500,000 a year?

Highly experienced engineers in specialized fields such as software engineering, data engineering, or systems architecture can earn $500,000 or more annually, often through a combination of base salary, bonuses, and stock options. These roles typically require advanced skills, certifications, and work in high-demand industries like technology or finance.

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.

How much does an escalation engineer make?

An escalation engineer's average salary typically ranges from $70,000 to $120,000 annually, depending on experience, location, and industry. They often require strong technical skills and problem-solving abilities to handle complex customer issues and may earn additional compensation through bonuses or certifications.

What engineers make $200,000 a year?

Senior engineers in fields such as software, electrical, and aerospace engineering can earn $200,000 or more annually, especially with extensive experience, specialized skills, and advanced certifications. Roles in high-demand industries, leadership positions, or those working in competitive markets often reach or exceed this salary level.
More about Escalation Engineer jobs
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:
What states have the most Escalation Engineer jobs? States with the most job openings for Escalation Engineer jobs include:
What job categories do people searching Escalation Engineer jobs look for? The top searched job categories for Escalation Engineer jobs are:
Escalation Engineer jobs near you
Infographic showing various Escalation Engineer job openings in the United States as of July 2026, with employment types broken down into 95% Full Time, 2% Part Time, and 3% Contract. Highlights an 87% Physical, 4% Hybrid, and 9% Remote job distribution, with an average salary of $97,063 per year, or $46.7 per hour.
Lead, Managed Services

Lead, Managed Services

Meriplex Communications

Seattle, WA • On-site

$85K - $120K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted yesterday

Job description

Lead, Managed Services
The Lead, Managed Services, serves as the senior technical resource and escalation point for the TAC team. This role provides day-to-day technical leadership, mentorship, and operational support to ensure timely resolution of customer issues and delivery of exceptional service. The Lead collaborates closely with TAC management to drive service excellence, improve processes, maintain documentation standards, and develop team capabilities.
The ideal candidate possesses advanced technical expertise, strong troubleshooting skills, and a passion for coaching others while serving as a subject matter expert for complex customer environments.
Job Responsibilities:
Technical Leadership & Escalation Management
  • Serve as the primary escalation point for complex technical incidents and service requests.
  • Provide advanced troubleshooting and root cause analysis for critical customer issues.
  • Lead technical response efforts during high-priority incidents and service disruptions.
  • Assist team members with diagnosing and resolving technical challenges across supported technologies.
  • Act as a subject matter expert for TAC-supported services and solutions.
  • Review and validate technical solutions prior to implementation when appropriate.
Team Development & Mentorship
  • Provide guidance, coaching, and technical mentoring to TAC team members.
  • Assist with onboarding and training of new technicians.
  • Identify skill gaps and recommend development opportunities for team members.
  • Promote adherence to technical standards, best practices, and operational procedures.
  • Support certification and professional development initiatives across the team.
Service Delivery & Operational Excellence
  • Assist in monitoring ticket queues and workload distribution to ensure service levels are met.
  • Partner with TAC management to maintain service quality and customer satisfaction.
  • Monitor SLA performance and proactively identify risks to service delivery.
  • Participate in customer meetings and technical review discussions as needed.
  • Ensure accurate and thorough documentation of customer environments, incidents, and resolutions.
  • Recommend process improvements that enhance efficiency, consistency, and customer experience.
Documentation & Process Improvement
  • Develop, maintain, and improve technical documentation, knowledge base articles, and support procedures.
  • Assist in creating standards and best practices for service delivery.
  • Identify recurring issues and recommend preventative solutions.
  • Participate in operational reviews and continuous improvement initiatives.
Cross-Functional Collaboration
  • Work closely with Service Desk, NOC, Engineering, Professional Services, and Account Management teams to support customer success.
  • Facilitate effective communication between departments during escalated incidents.
  • Support implementation and transition activities for new customer environments and services.
Required Qualifications:
  • 5+ years of progressive IT support or technical operations experience.
  • 2+ years of experience serving as a senior technician, escalation engineer, or technical lead.
  • Strong troubleshooting skills across multiple technology platforms.
  • Demonstrated ability to mentor and develop technical team members.
  • Excellent customer service and communication skills.
  • Strong organizational and analytical abilities.
  • Ability to prioritize multiple competing tasks in a fast-paced environment.
  • Ability to lead technical discussions and influence outcomes without direct authority.
Desired Qualifications:
  • Experience in a Managed Service Provider (MSP) environment.
  • Previous experience serving as an escalation engineer, team lead, or senior technical resource.
  • Strong understanding of ITIL principles and service management practices.
  • Experience with ticketing systems, monitoring platforms, and remote management tools.
  • Knowledge of networking, cloud platforms, cybersecurity, Microsoft technologies, and enterprise infrastructure.
Education:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred, or equivalent combination of education and work experience.
Desired Certifications:
  • ITIL Foundation
  • Microsoft Certifications
  • Cisco Certifications
  • CompTIA Network+, Security+, or equivalent industry certifications

Standard Meriplex business hours of 8:00 AM to 5:00 PM with flexibility to support after-hours escalations and critical customer issues as needed. Travel up to 20% may be required based on business and customer needs.
Benefits & Compensation
Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.
Current Pay Range: $85,000 - $120,000
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.

Apply