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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 ...

Side

T3 Support Agent

Charleston, SC

You will support complex case resolution, root cause identification, escalation documentation, and operational learning across the programme. What You'll Be Doing * Own complex escalated cases ...

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 ...

Side

T3 Support Agent

Charleston, SC

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 ...

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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$26

$44

How much do escalation support jobs pay per hour?

As of Aug 22, 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 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 August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

IT Services Senior Engineer and Support Escalation

Acumen Consulting

Richmond Heights, MO • On-site

$70K - $90K/yr

Full-time

Medical, Dental, Vision, Life, PTO

Re-posted 29 days ago

Job description

Acumen Managed IT Services in Richmond Heights, MO is looking to hire a full-time Senior Engineer and Level 3 Escalation Support to work on a team providing innovative solutions and exceptional technology support to clients and maintaining their network systems. Do you love working in the field of IT? Would you like to work for a company that values and rewards your expertise? Do you want to join an established and growing business? If so, please read on!
This IT Services Senior Engineer position earns a competitive salary of $70,000-$90,000 a year, depending on experience. We provide competitive benefits, including medical, dental, vision, short-term disability, long-term disability, life, supplemental insurance, paid time off (PTO), paid holidays including floating holiday, a health savings account (HSA), a dependent care flexible spending account (FSA), an employee assistance program (EAP), mileage reimbursement, job training, and fun social events. If this career in finance sounds like the right opportunity for you, apply today!
ABOUT ACUMEN CONSULTING
Mission
Our mission is to empower businesses to achieve their goals by leveraging technology.
Core Values
Act with Honesty and Integrity
Create Win-Win Outcomes
Treat Everyone with Respect
Be Passionate and Enthusiastic
Perform with Professionalism
Our Passion
We are passionate about our customers' success, providing quality services, and improving our teams' technical skills.
A DAY IN THE LIFE OF AN IT SERVICES SENIOR ENGINEER & SUPPORT ESCALATION
As an IT Services Senior Engineer, you have the vital role of supporting client needs and ensuring their technology works for them. With careful attention to detail and an understanding of networking, business networks, software and hardware integrations, you use our Professional Services Automation platform to maintain, track and document client IT systems and make sure they are operating effectively, provide escalation support and systems design to collaborate on client projects and ensure services are delivered with excellence. As an IT systems problem-solver, you capably troubleshoot and resolve issues with technology and keep up to date with cutting-edge technologies. You demonstrate excellent customer service skills as you communicate with internal and client teams to understand their needs and ensure key success factors are met.
Your thorough knowledge of hardware, software, and technology tools allows you to be an expert escalation resource to efficiently troubleshoot and resolve issues, ensure security for users and systems, and help setup clients technology systems. Our team appreciates your team-oriented attitude as you helpfully talk to customers, document service tickets and keep clients productive. You also coordinate with vendors and other team members to keep client operations flowing smoothly. Committed to continual improvement, you research new technologies and recommend practices to our executive team to increase efficiency. You feel great knowing that your technical skills and great personality are valued!
KEY RESPONSIBILITIES
  • Diagnose and resolve advanced technical issues across systems, hardware, and software.
  • Provide expert-level support to Level 1 and Level 2 technicians.
  • Collaborate with engineering and development teams to troubleshoot and improve system performance.
  • Lead root cause analysis and implement long-term solutions.
  • Maintain documentation of technical procedures and resolutions.
  • Participate in on-call rotations and respond to high-priority incidents.
  • Train and mentor junior technicians.

QUALIFICATIONS
  • Associate or Bachelor's degree in a technical field (or equivalent experience).
  • 5+ years of hands-on experience in technical support or system administration.
  • Strong knowledge of networking, Windows/Linux, M365 and cloud platforms.
  • Excellent problem-solving and communication skills.
  • Certifications such as CompTIA, Microsoft, or Advanced certifications are a plus.

SKILLS WISHLIST
365 ManagementFortigate ConfigurationMail Flow TroubleshootingSharePoint configuration and managementDesktop and User SupportIP RoutingPowershellVLAN ConfigurationWorkstation SetupDNS, DHCPWindows ServerM365 LicensingEDR RemediationMDR (365) Remediation
WORK SCHEDULE
This IT Services Senior Engineer & Support Escalation position has a schedule of Monday - Friday, 8 am - 5 pm. This job has an on-call rotation and may require work during non-business hours to ensure clients' needs are met.
WHY WORK HERE?
Collaborative and supportive teamFocus on culture and core valuesCutting-edge technologyAlways something new, exciting industryOpportunities for growthCompetitive pay and benefits
ARE YOU READY TO JOIN OUR TEAM?
If you feel that you can accurately support our client's technology needs and would be right for this job, please fill out our initial 3-minute, mobile-friendly application. If you are selected to move forward (good news it means you have a chance of getting hired) we will require that you take a quick typing test and complete an online assessment. We look forward to meeting you!
Location: 63117

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