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Escalation Jobs (NOW HIRING)

Cloud Software Group

Lead Escalation Engineer

$104.90K - $138.20K/yr

As a Lead Escalation Engineer, you will work on MDM software called EBX, acting as a liaison between customers, the product team, and engineers to address complex issues and enhance product ...

New

Waymo

Escalation Manager Lead

Tempe, AZ

$17.75 - $19.75/hr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

My It Crew

Escalation Engineer, FL

Orlando, FL · On-site

Escalation Engineer Duties and Responsibilities: * Provide oversight and mentorship to the team in addition to your technical role. * Suggest and organize team-building activities. * Ensure team ...

My IT Crew

Escalation Engineer, FL

Orlando, FL

$73.40K - $97.90K/yr

Escalation Engineer Duties and Responsibilities: * Provide oversight and mentorship to the team in addition to your technical role. * Suggest and organize team-building activities. * Ensure team ...

Accenture

Provider Enrollment Escalation Support Analyst, L11 Location: Remote Accenture is a leading global professional services company that helps the world's leading businesses, governments and other ...

Akeyless

Escalation Engineer- US

$160K - $180K/yr

We are looking for an Escalation Engineer- US (part of the Engineering organization) to support escalation points from both the Customer Success organization as well as internally within the ...

My IT Crew

Escalation Engineer, FL

Orlando, FL · On-site

$100K - $120K/yr

Escalation Engineer Duties and Responsibilities: * Provide oversight and mentorship to the team in addition to your technical role. * Suggest and organize team-building activities. * Ensure team ...

Zscaler

The Escalation Engineer will provide world-class post-sales technical support to internal Level I & Level II Support Engineers, as well as provide direct support to customers and partners on ...

Polymarket

Escalation Engineer, CX

New York, NY · On-site +1

About the Role Polymarket is looking for an Escalation Engineer to sit within the CX function and own the most technically complex support issues our traders and API builders encounter. You'll be the ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$190K - $234K/yr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

Jazwares

Order Escalation Associate

Santa Fe Springs, CA · On-site

$19.74 - $22.77/hr

The Order Escalation Associate will be responsible for the day-to-day operations supporting Escalation and customer service delivery. They will work closely with the management team to plan and ...

Advantest

Customer Engineering Escalation

San Jose, CA · On-site

The Customer Engineer Escalation position plays a critical role as a member of assigned Global Customer Service Teams for AAI-based accounts. The person taking on this role will be expected to ...

Cloud Software Group

Lead Escalation Engineer

San Ramon, CA · Remote

$104.90K - $138.20K/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 ...

Jazwares

Order Escalation Associate

Santa Fe Springs, CA · On-site

$19.74 - $22.77/hr

The Order Escalation Associate will be responsible for the day-to-day operations supporting Escalation and customer service delivery. They will work closely with the management team to plan and ...

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How much do escalation jobs pay per hour?

As of May 31, 2026, the average hourly pay for escalation in the United States is $41.31, according to ZipRecruiter salary data. Most workers in this role earn between $30.53 and $52.88 per hour, depending on experience, location, and employer.

What is an Escalation job?

An Escalation job involves handling complex customer issues that frontline support teams cannot resolve. Escalation specialists or managers analyze problems, provide solutions, and coordinate with different teams to ensure a satisfactory resolution. They often work under high-pressure situations, requiring strong problem-solving and communication skills. The role ensures customer concerns are addressed efficiently while improving internal processes to prevent recurring issues.

What are the key skills and qualifications needed to thrive in the Escalation position, and why are they important?

To excel in an Escalation role, a solid background in customer support, problem-solving, and strong analytical abilities is crucial, often backed by experience in technical troubleshooting or service management. Familiarity with CRM software, ticketing systems like Zendesk or Salesforce, and ITIL certifications can be highly beneficial. Outstanding communication skills, resilience under pressure, and conflict resolution abilities help individuals thrive in this position. These competencies are vital as Escalation professionals handle complex or unresolved customer issues, ensuring swift resolution and high customer satisfaction.

What are some common challenges faced in an Escalation role, and how are they typically addressed?

Professionals in Escalation roles often deal with complex, high-priority issues that standard support teams are unable to resolve, which can create a fast-paced and high-pressure environment. They regularly engage with upset or frustrated customers, requiring patience and effective communication to de-escalate situations while finding solutions. Collaboration with technical teams and stakeholders is key to resolving underlying problems efficiently. Ongoing training, strong internal resources, and established escalation protocols help Escalation specialists successfully navigate these challenges and maintain excellent customer satisfaction.
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Escalation jobs near you
Infrastructure Escalation Manager

Infrastructure Escalation Manager

Apex Informatics

Remote

Other

Posted 3 days ago

Job description

Title: Infrastructure Escalation Manager,
Location: Remote (EST/CST Candidates Only)
Duration: 6+ months extendable
Job Description:
The Global Hosting team is responsible for managing Infrastructure Operations. These teams consist of Service Delivery (ITSM function), Cloud Operations, Database Management, Storage/Backup/Monitoring and Network. This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in enterprise environments. This person has strong technical capabilities and is a confident communicator. They will be able to multitask in a face-paced environment with short timelines and high visibility from our clients and internal customers. This person will interface with Infrastructure Architects, Application teams, Business Units, and Senior Leadership.
The ideal candidate will be comfortable communicating at all levels and have a broad technical understanding. This person should have above average written and verbal communication skills as well as Project management and presentation skills. They should have experience in gathering requirements and be results-oriented.
Essential Duties and responsibilities
  • Respond to critical escalations across Global Hosting teams, the Business Units and Senior Leaders across the business.
  • Track deliverables and drive results, frequently working with technical teams, architects, and business leaders.
  • Ensure appropriate participation from all stakeholders and regular reporting on progress, calling out delays and roadblocks and proposing workarounds.
  • Provide SME-level expertise. This requires a broad infrastructure background, ability to communicate technical terminology
  • Analysis of Infrastructure-related issues and identify proactive improvement measures
  • Ability to bring cross-functional teams together for a common goal
  • Experience with Process orchestration and Operational Efficiency
  • Utilize operational expertise to assist with driving resolution efforts regarding mission critical incidents
  • Understanding of infrastructure and application architecture and able to communicate effectively in relation to that architecture
  • Adherence to ITIL and ITSM Best Practices
  • Ability to work independently and manage multiple responsibilities simultaneously
  • An energetic individual who works with a high sense of urgency, A problem solver,
  • Can drive disparate teams through positive influence
  • Ability to deliver nuanced communication
  • Willingness and ability to speak up and take control of a situation. Must possess confidence and strong technical communication skills.

Key Requirements
    • Bachelor's Degree or equivalent relevant experience
    • Above average written and verbal communication skills
    • In-depth conceptual and practical knowledge related to IT Infrastructure & Operations
    • Experience Azure, AWS and Cloud Networking as well as common operational functions such as Storage/Backup/Monitoring
    • Demonstrated analytical and problem-solving skills with strong attention to detail
    • Ability to drive projects forward with limited oversight
    • 10+ years of supporting IT operations in a large-scale environment
    • 3+ years of Cloud, Infrastructure and Network experience
    • Able to work independently and drive efforts to completion.
    • Strong communication, problem solving, and analytical skills
    • Able to manage project requirements and timelines independently

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