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Escalation Support Jobs (NOW HIRING)

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 ...

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 ...

Texas Dow Employees Credit Union

Target work split: ~25% EC/Board (VIP) support and ~75% Branch Tier-2 escalation support. Essential Duties, Responsibilities, and Deliverables: A) Executive / Board (VIP) Support (approx. 25%

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 ...

Leidos

Customer Programs Support Lead

Sacramento, CA · On-site

Support escalated customer/program inquiries and coordinate with SMUD staff on exceptions, policy questions, or complex cases. * Maintain accurate records in Salesforce, CRM systems, shared trackers ...

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 ...

Leidos

Customer Programs Support Lead

Sacramento, CA

Support escalated customer/program inquiries and coordinate with SMUD staff on exceptions, policy questions, or complex cases. * Maintain accurate records in Salesforce, CRM systems, shared trackers ...

ClifyX

The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for ...

VivSoft Technologies

Support Specialist

Herndon, VA · Remote

Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues affecting mission-critical personnel vetting systems. * Monitor system performance ...

SOCOMEC

Local Advanced Support- Engineer

Suwanee, GA · On-site

LAS serves as the primary operational technical escalation coordination layer for field service activities under normal circumstances, helping ensure consistent technical support, escalation ...

VivSoft Technologies LLC

Support Specialist

Herndon, VA · On-site +1

Provide Tier 3 escalation support for production incidents, service disruptions, and complex user-reported issues affecting mission-critical personnel vetting systems. * Monitor system performance ...

L7 Solutions

IT Support Escalation

Fort Lauderdale, FL · On-site

$20.50 - $28.25/hr

L7 Solutions, a leader in IT and cybersecurity, is seeking an experienced IT Support Escalation to handle advanced technical issues and provide top-tier support. In this role, you'll troubleshoot ...

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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 Jul 12, 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 does an escalations specialist do?

An escalations specialist handles complex customer issues that cannot be resolved by frontline support. They analyze problems, coordinate with other teams, and provide solutions to ensure customer satisfaction, often using tools like CRM software and maintaining detailed documentation. Strong communication and problem-solving skills are essential for this role.

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 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 jobs pay $4000 a week without a degree?

Escalation Support roles typically do not pay $4000 a week without specialized experience or certifications. High-paying jobs in this range often require advanced skills, technical knowledge, or management responsibilities, and are less common without a degree. Most roles offering such compensation are in fields like sales, real estate, or entrepreneurship, which rely on performance rather than formal education.

How can I make 2000 a week working from home?

Escalation Support roles can offer high earning potential, especially with experience, specialized skills, and certifications. To reach $2000 weekly, professionals often work full-time, handle complex issues, and may receive performance-based bonuses or overtime pay. Developing strong communication skills and technical expertise can help increase earning capacity in this field.

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 is the 3 month rule for jobs?

The 3 month rule in escalation support roles typically refers to a performance review period where employees are evaluated after three months of employment to determine their suitability for continued employment or potential advancement. It is a common onboarding milestone to ensure new support staff are meeting job expectations and developing necessary skills. This period may also be used to assess training effectiveness and adjust responsibilities if needed.

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.
More about Escalation Support jobs
What states have the most Escalation Support jobs? States with the most job openings for Escalation Support jobs include:
What job categories do people searching Escalation Support jobs look for? The top searched job categories for Escalation Support jobs are:
Escalation Support jobs near you
Infographic showing various Escalation Support job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 89% Full Time, 8% Part Time, and 2% Contract. Highlights an 87% Physical, 4% Hybrid, and 9% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.
Customer Support Escalation Engineer

Customer Support Escalation Engineer

IPA

Duluth, GA • On-site

$92K - $100K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 10 days ago

Job description

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 + On-call shift (including evenings and weekends) + on-demand travel
Salary: $92,000 - $100,000 + Bonus Eligible
Are you a technical expert who thrives in customer-facing roles? Do you love solving complex issues and helping teams deliver exceptional support? IPA is looking for a Customer Support Escalation Engineer-a key player within our Service & Support team-to take ownership of high-impact, unresolved customer issues.
This isn't an Engineering role, but you'll work closely with Engineering, Field Services, and Quality to bridge the gap between front-line support and product development. You'll be the final escalation point, ensuring even the toughest customer challenges are resolved with urgency, accuracy, and care.
What You'll Do
  • Own high-priority escalations end-to-end: triage, troubleshoot, resolve, and communicate clearly at every step.
  • Serve as the technical voice to the customer, delivering timely updates, setting expectations, and maintaining trust throughout the resolution process.
  • Diagnose complex issues across IPA's hardware, software, and firmware-integrated systems.
  • Collaborate with Engineering, Field Services, and Quality to replicate and resolve issues, escalate bugs, and recommend product improvements.
  • Travel onsite (as needed) to support critical customer situations and ensure resolution with urgency and professionalism.
  • Document root causes, action paths, and lessons learned in Salesforce, Jira, and internal knowledge systems.
  • Mentor frontline support teams and contribute to training content, diagnostic tools, and internal knowledge sharing.
  • Lead or support strategic customer-facing projects during non-escalation periods.

What You Bring
  • Bachelor's degree in Engineering (Mechanical, Electrical, Mechatronics, or similar) OR an associate degree with 6+ years of technical support or field service experience OR 8+ years of progressive, hands-on experience in electromechanical troubleshooting in lieu of a degree.
  • Deep experience diagnosing complex issues in machinery, firmware-enabled hardware, and software environments.
  • Proficiency with tools like Salesforce and Jira, and comfort working across systems and schematics.
  • Exceptional communication and customer service skills with a collaborative mindset.
  • Strong initiative, critical thinking, and ability to manage multiple priorities with minimal supervision.

You'll Excel If You:
  • Own problems with urgency and see them through to resolution.
  • Stay calm and confident in high-pressure customer-facing situations.
  • Collaborate with clarity and influence across engineering, field service, and customer teams.
  • Share knowledge generously to elevate the capabilities of those around you.
  • Advocate for the customer experience while driving systemic improvements internally.

Why Join IPA?:
At IPA, you're not just joining a company, you're joining a mission-driven, inclusive culture dedicated to improving infection prevention and operational efficiency in healthcare. We invest in our people with meaningful work, a collaborative environment, and benefits that support both your personal and professional success.
When you join IPA, you'll enjoy:
  • Generous paid time off and company holidays
  • Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine
  • Health Savings Account (HSA) with company contributions, plus optional FSA plans
  • Company-paid life and disability insurance
  • 401(k) with company match to support your retirement goals
  • Employee Stock Purchase Plan (ESPP) own a piece of what you're building
  • Tuition reimbursement to support continued learning and development
  • Paid parental leave for when your family grows

At IPA, we believe your career should be both meaningful and sustainable. If you're ready to make a real-world impact and grow with a company that invests in you, we'd love to meet you.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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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