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Escalation Support Jobs (NOW HIRING)

FOCUSPOINT

Escalation Analyst

Brentwood, TN · On-site

Based on experience About the Role FocusPoint is seeking Escalation Support Analysts for a client located in Brentwood, TN to provide on-site coverage during a short-term transition period. This role ...

ChartSpan

RN Escalation

$65K/yr

Candidates will be assigned to a specific shift schedule upon hire, and coverage across shifts and weekends ensures continuous escalation support for patients. This is a full-time, full-benefits ...

ChartSpan

RN Escalation

$65K/yr

Candidates will be assigned to a specific shift schedule upon hire, and coverage across shifts and weekends ensures continuous escalation support for patients. This is a full-time, full-benefits ...

Prosum

Tier 2 Support Engineer

El Segundo, CA · On-site

Provide technical escalation support to lower level consultants and after hours' escalation support per client * Respond to and log support calls / tickets within primary ticketing system

Side

T3 Support Agent

Charleston, SC · On-site

Own complex escalated cases through investigation, resolution, or further escalation. * Support cases involving account security, sensitive player impact, policy interpretation, or complex technical ...

Side

T3 Support Agent

Charleston, SC · On-site

Own complex escalated cases through investigation, resolution, or further escalation. * Support cases involving account security, sensitive player impact, policy interpretation, or complex technical ...

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 contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access ...

L7-Solutions

IT Support Escalation

Fort Lauderdale, FL · On-site

$55K - $65K/yr

IT Support Escalation - Solve Complex IT Challenges at L7 Solutions! L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical ...

L7 Solutions

IT Support Escalation

Fort Lauderdale, FL · On-site

$60K - $70K/yr

IT Support Escalation - Solve Complex IT Challenges at L7 Solutions! L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical ...

L7 Solutions

IT Support Escalation

Fort Lauderdale, FL · On-site

$60K - $70K/yr

IT Support Escalation - Solve Complex IT Challenges at L7 Solutions! L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical ...

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 technical support and mentorship to our clients. This position is located in Oralndo, FL. This is NOT ...

Calix

Senior Systems Engineer, Technical Support

This position will provide escalation support via the telephone, web or at the customer site with specific data centric objectives based off product responsibilities. * The candidate must be able to ...

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Escalation Support information

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$14

$26

$44

How much do escalation support jobs pay per hour?

As of Sep 14, 2026, the average hourly pay for escalation support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What is escalation support?

Escalation support refers to a specialized customer service or technical support role responsible for handling issues that cannot be resolved by frontline support teams. When a customer’s problem is complex, urgent, or requires higher-level expertise, it is 'escalated' to these professionals. Escalation support staff analyze the issue, coordinate with other departments if necessary, and ensure that it is resolved efficiently. Their goal is to provide satisfactory solutions while minimizing disruptions for the customer and the business.

How does an escalation support specialist typically collaborate with other teams to resolve complex customer issues?

Escalation Support specialists frequently work cross-functionally, collaborating with product, engineering, and customer success teams to address challenging or unresolved customer problems. They serve as the communication bridge, gathering detailed information from the customer and relaying it to the appropriate internal experts. This role often requires coordinating meetings, tracking progress, and ensuring timely updates to both customers and internal stakeholders. Effective collaboration and clear documentation are key to successfully resolving escalated issues and maintaining customer satisfaction.

What are the key skills and qualifications needed to thrive as an escalation support specialist, and why are they important?

To thrive as an Escalation Support specialist, you need deep troubleshooting expertise, advanced product knowledge, and often a background in IT or customer support. Familiarity with ticketing systems (such as Zendesk or ServiceNow), CRM platforms, and sometimes certifications like ITIL are valuable. Strong communication, patience, and problem-solving abilities help you manage high-stress situations and deliver solutions to complex issues. These skills are crucial for resolving critical incidents efficiently and maintaining high customer satisfaction.

What is the difference between Escalation Support vs Customer Support Specialist?

AspectEscalation SupportCustomer Support Specialist
Required CredentialsTechnical certifications, relevant industry experienceCustomer service training, communication skills
Work EnvironmentTechnical teams, troubleshooting scenariosCall centers, help desks
Employer & Industry UsageIT, telecom, software companiesRetail, service industries, tech companies
Common Search & Comparison IntentTechnical issue resolution, advanced supportGeneral customer inquiries, basic support

Escalation Support focuses on resolving complex technical issues and often requires specialized certifications. Customer Support Specialists handle routine customer inquiries and provide basic assistance. While both roles involve customer interaction, Escalation Support deals with advanced problems that need technical expertise, whereas Customer Support Specialists manage everyday questions and issues.

What skills do you need to be an escalation support?

Escalation support requires strong communication skills, technical knowledge of the company's products or services, and problem-solving abilities to handle complex issues. Familiarity with troubleshooting tools, customer service experience, and the ability to work under pressure are also important for success in this role.
More about Escalation Support jobs

What are popular job titles related to Escalation Support jobs?

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Escalation Support jobs near you
Infographic showing various Escalation Support job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 74% Full Time, 21% Part Time, and 4% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Client Escalation Specialist

San Antonio, TX • On-site

SafeRide Health, Inc.
See more jobs at SafeRide Health, Inc.external

Full-time

Re-posted 11 days ago

Job description

Role Overview
Join our team at SafeRide Health as a Client Escalation Specialist. In this role, you will be responsible for overseeing health plan authorization approvals and resolving escalations from members and clients. Your customer service expertise and operational knowledge will help maintain high service standards while ensuring members can access the transportation services they need. You will act as a key escalation point for complex issues, partnering closely with internal teams such as Routing and Network to ensure timely and effective resolutions. This role requires strong communication skills, sound judgment, and the ability to manage sensitive situations with professionalism and empathy.
Primary Responsibilities
Customer Service & Escalation Support
• Serve as a resource for the call center team by answering questions, providing solutions, and handling member and client escalations.
• Communicate with members, transportation providers, and health plan partners as needed to ensure a seamless service delivery experience.
• Investigate and resolve complex service issues while maintaining a high level of professionalism and empathy.
• Relay critical operational insights and provide feedback to supervisors and managers to improve service delivery and operational efficiency.
Operational Support
• Oversee health plan authorization approvals to ensure accuracy and compliance with client requirements.
• Monitor escalated cases to ensure timely resolution and proper documentation.
• Perform Quality Assurance monitoring to maintain service standards and adherence to company policies.
• Create and distribute operational and escalation reports as needed.
• Identify trends, recurring issues, and opportunities for operational improvement.
• Perform other duties as assigned.
Minimum Qualifications
• High school diploma or equivalent required.
• One (1) year of experience in a call center leadership, escalation, or senior support role.
• Strong communication, problem-solving, and conflict resolution skills.
• Ability to work in a fast-paced environment while managing multiple priorities.
• Proficiency with call center software, workforce management applications, and quality monitoring tools.
• Must be authorized to work in the United States.
Preferred Qualifications
• Experience supporting healthcare, transportation, or health plan operations.
• Demonstrates a positive attitude and genuine empathy in interactions with members, clients, and transportation providers.
• Experience managing escalations or high-priority service issues.
• Some college or university coursework preferred (healthcare-related studies are a plus).
Why Join SafeRide Health
At SafeRide Health, our mission is to ensure transportation is never a barrier to care. By joining our team, you will play a meaningful role in helping members access the healthcare services they need while contributing to a collaborative and mission-driven environment.

Apply