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Escalations Engineer Jobs (NOW HIRING)

HungerRush

Escalations Engineer

Houston, TX · On-site +1

Position Overview The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support ...

Motorola Solutions

Escalations Engineer

Uxbridge, MA · On-site

$120 - $150/hr

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 ...

New

HungerRush

Escalations Engineer

Houston, TX · On-site +1

Position Overview The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support ...

XPERTECHS

Escalations Engineer

Columbia, MD · On-site

We are seeking a skilled and experienced Escalation Engineer to join our growing team. In this role, you will be responsible for the design, maintenance, and support of server operating systems, line ...

Open Approach

Escalations Engineer (L3)

Burlington, VT · On-site

ESCALATIONS ENGINEER (L3) Location:Burlington, VT Employment Type:Full-time WHO WE ARE Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver ...

HungerRush

Escalations Engineer (Remote)

Houston, TX · Remote

Position Overview The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support ...

New

Open Approach

Escalations Engineer (L3)

Burlington, VT · On-site

$70K - $85K/yr

ESCALATIONS ENGINEER (L3) Location: Burlington, VT Employment Type: Full-time WHO WE ARE Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver ...

Open Approach

Escalations Engineer (L3)

Burlington, VT · On-site

ESCALATIONS ENGINEER (L3) Location: Burlington, VT Employment Type: Full-time WHO WE ARE Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver ...

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Escalations Engineer information

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$39K

$101.8K

$137.5K

How much do escalations engineer jobs pay per year?

As of Sep 2, 2026, the average yearly pay for escalations engineer in the United States is $101,752.00, according to ZipRecruiter salary data. Most workers in this role earn between $84,000.00 and $116,500.00 per year, depending on experience, location, and employer.

What is an escalations engineer?

An Escalations Engineer is a technical professional who handles complex or unresolved issues that have been escalated by frontline support teams. Their main responsibility is to diagnose, troubleshoot, and resolve advanced technical problems that require specialized expertise. Escalations Engineers often work closely with product development teams to identify root causes and implement long-term solutions. They play a critical role in ensuring customer satisfaction by addressing challenging issues efficiently and communicating resolutions clearly.

How does an escalations engineer typically collaborate with product and support teams to resolve complex technical issues?

Escalations Engineers work closely with both product development and frontline support teams to address high-priority, complex technical issues that cannot be resolved through standard support channels. They often act as a bridge, providing detailed technical analysis and feedback to product engineers while keeping support teams informed about progress and solutions. This collaboration ensures that critical customer problems are thoroughly investigated and resolved efficiently, often leading to product improvements and updated troubleshooting procedures. Regular communication and documentation are key aspects of this collaborative process.

What are the key skills and qualifications needed to thrive as an escalations engineer, and why are they important?

To thrive as an Escalations Engineer, you need a deep understanding of troubleshooting complex technical issues, advanced knowledge in relevant technologies, and typically a degree in computer science or a related field. Familiarity with ticketing systems, debugging tools, and certifications such as CompTIA, Microsoft, or Cisco are often required. Exceptional problem-solving skills, patience, and effective communication set top performers apart in this role. These skills ensure rapid resolution of critical issues, customer satisfaction, and the smooth operation of technical support processes.

What is the difference between Escalations Engineer vs Support Engineer?

AspectEscalations EngineerSupport Engineer
CredentialsTechnical certifications, relevant degreesTechnical certifications, relevant degrees
Work EnvironmentHandles complex issues, collaborates with engineering teamsProvides frontline customer support, troubleshooting
Employer & Industry UsageTech companies, SaaS providers, hardware firmsIT services, software companies, tech support
Search & Comparison IntentUnderstanding advanced troubleshooting rolesEntry to mid-level support roles

In summary, an Escalations Engineer focuses on resolving complex technical issues that require advanced expertise and often collaborates with engineering teams. A Support Engineer handles initial customer support, troubleshooting common problems. Both roles require technical skills and certifications but differ in complexity and scope.

More about Escalations Engineer jobs

What states have the most Escalations Engineer jobs?

States with the most job openings for Escalations Engineer jobs include:

What job categories do people searching Escalations Engineer jobs look for?

The top searched job categories for Escalations Engineer jobs are:

Escalations Engineer jobs near you
Infographic showing various Escalations Engineer job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $101,752 per year, or $48.9 per hour.

Escalations Engineer

HungerRush

Houston, TX • On-site, Remote

Full-time

Posted 8 days ago

Job description

Who We Are
HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.hungerrush.com.
Position Overview
The Escalations Engineer plays a critical role in resolving our most complex customer issues with speed, precision, and empathy. This position bridges the gap between Support, Engineering, and Product teams-owning escalations end-to-end, performing deep technical analysis, and turning insights into reusable tools and documentation that improve future support outcomes.
In this role, you'll use SQL forensics, diagnostic tooling, and light automation to identify root causes, deliver timely customer-safe updates, and prevent recurrence through clear communication and knowledge capture. You'll be at the center of the customer experience for our most critical situations-helping ensure confidence, stability, and continuous improvement across HungerRush 360.
This is a remote role.
Essential Responsibilities and Duties
  • Own escalations end-to-end: reproduce, isolate, verify, and communicate progress to stakeholders.
  • Perform deep technical analysis (SQL forensics, logs, and telemetry) to identify impact and root cause.
  • Deliver customer-safe updates including clear communication of impact, workaround, and resolution ETA.
  • Document clean repro kits and internal RCA notes to drive faster future resolutions.
  • Maintain and expand the Knowledge-Centered Support (KCS) library-articles, workarounds, and decision trees.
  • Partner cross-functionally with Development, QA, and Product to ensure permanent fixes are tracked and implemented.
  • Automate common checks and repetitive troubleshooting steps using SQL, PowerShell, or macros.
  • Monitor feature releases and flag changes that could impact support volume, publishing "Support Impact" notes proactively.
  • Represent the voice of Support in release readiness and defect triage meetings.
  • Contribute to team culture by modeling HungerRush TRACS values: Team, Respect, Accountability, Customer, and Speed

Qualifications
  • 4+ years in technical support, escalations engineering, or a related SaaS troubleshooting role
  • Proven ability to investigate complex technical issues across multiple systems
  • Advanced SQL skills, including joins, CTEs, window functions, and query optimization
  • Strong understanding of logs, APIs, and data structures within web or cloud-based applications
  • Excellent written and verbal communication skills with a customer-first tone
  • Demonstrated ability to work cross-functionally with Support, Product, and Engineering teams

Preferred Qualifications and Skills
  • Familiarity with .NET, C#, or similar backend environments
  • Familiarity with scripting (PowerShell, Python, or LINQPad) for light automation
  • Experience with SaaS, POS, or restaurant technology systems

Additional Details
This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.
Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.

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