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 ...
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 ...
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 ...
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 ...
Escalation Engineer
Austin, TX · On-site
Mentored L1 and L2 engineers into handling scenarios that used to route straight to you. What you ... Own the most complex technical escalations from L2: multi-system integration failures, network ...
Escalation Engineer
Austin, TX · On-site
Mentored L1 and L2 engineers into handling scenarios that used to route straight to you. What you ... Own the most complex technical escalations from L2: multi-system integration failures, network ...
Escalation Engineer - Dallas
Coppell, TX · On-site
$76K - $102K/yr
Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce ... Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis * Log analysis ...
Escalation Engineer - Dallas
Coppell, TX · On-site
$76K - $102K/yr
Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce ... Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis * Log analysis ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Field Service Engineer- "I & II"
Austin, TX · On-site
Support escalations and collaborate with crossfunctional experts to drive resolution What we are looking for: Engineer I, Field Service * Bachelor's degree in Electromechanical Engineering or related ...
Field Service Engineer- "I & II"
Austin, TX · On-site
Support escalations and collaborate with crossfunctional experts to drive resolution What we are looking for: Engineer I, Field Service * Bachelor's degree in Electromechanical Engineering or related ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Network Escalation Engineer
Dallas, TX · On-site
$102K - $140K/yr
The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter ...
Senior Staff Escalation Engineer
Richardson, TX · On-site
$160K - $212K/yr
In this high-impact, hands-on role, you will lead complex technical escalations, solve mission ... Collaborate with Celestica's Sales Engineering and Business Development teams in pre-sales ...
Senior Staff Escalation Engineer
Richardson, TX · On-site
$160K - $212K/yr
In this high-impact, hands-on role, you will lead complex technical escalations, solve mission ... Collaborate with Celestica's Sales Engineering and Business Development teams in pre-sales ...
Field Service Engineer- "I & II"
Austin, TX · On-site
Support escalations and collaborate with cross-functional experts to drive resolution What we are looking for: Engineer I, Field Service * Bachelor's degree in Electromechanical Engineering or ...
Field Service Engineer- "I & II"
Austin, TX · On-site
Support escalations and collaborate with cross-functional experts to drive resolution What we are looking for: Engineer I, Field Service * Bachelor's degree in Electromechanical Engineering or ...
Support Engineer
Waco, TX · On-site
What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the ... Keep Engineering focused on building. You're the filter that turns a flood of "something's broken ...
Support Engineer
Waco, TX · On-site
What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the ... Keep Engineering focused on building. You're the filter that turns a flood of "something's broken ...
Support Engineer
Waco, TX · Remote
What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the ... Keep Engineering focused on building. You're the filter that turns a flood of "something's broken ...
Support Engineer
Waco, TX · Remote
What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the ... Keep Engineering focused on building. You're the filter that turns a flood of "something's broken ...
Sr. Network Engineer (Serviceability)
Spring, TX · On-site
$119.50 - $275/hr
Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering. * Partner with Product ...
Sr. Network Engineer (Serviceability)
Spring, TX · On-site
$119.50 - $275/hr
Translate top support case drivers, escalation patterns, TAC pain points, and customer feedback into concrete enhancement requests for Product Management and Engineering. * Partner with Product ...
Support Engineer
Waco, TX · On-site
$90 - $130/hr
What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the ... Keep Engineering focused on building. You're the filter that turns a flood of 'something's broken ...
New
Support Engineer
Waco, TX · On-site
$90 - $130/hr
What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the ... Keep Engineering focused on building. You're the filter that turns a flood of 'something's broken ...
New
Mechanical Principal Engineer-Data Center IT Solutions Deployment and Escalations
Austin, TX · On-site
You will operate at the intersection of product engineering, manufacturing, and customer operations to drive reliability, performance, and customer success. You Will: * Lead Customer Escalations ...
Mechanical Principal Engineer-Data Center IT Solutions Deployment and Escalations
Austin, TX · On-site
You will operate at the intersection of product engineering, manufacturing, and customer operations to drive reliability, performance, and customer success. You Will: * Lead Customer Escalations ...
Mechanical Principal Engineer-Data Center IT Solutions Deployment and Escalations
Austin, TX · On-site
$145K - $187K/yr
Proven track record in failure analysis, reliability engineering, root cause methodologies, and leading customer-facing escalations and complex field issue resolution. * Manufacturing & Operational ...
Mechanical Principal Engineer-Data Center IT Solutions Deployment and Escalations
Austin, TX · On-site
$145K - $187K/yr
Proven track record in failure analysis, reliability engineering, root cause methodologies, and leading customer-facing escalations and complex field issue resolution. * Manufacturing & Operational ...
Field Service Engineer
Houston, TX · On-site
Provide technical support to customers via telephone and on-site visits * Assist as escalation engineer for difficult, delicate or on-going situations as needed Education and/or Experience Bachelor ...
Field Service Engineer
Houston, TX · On-site
Provide technical support to customers via telephone and on-site visits * Assist as escalation engineer for difficult, delicate or on-going situations as needed Education and/or Experience Bachelor ...
Field Service Engineer
Houston, TX · On-site
$75 - $105/hr
Provide technical support to customers via telephone and on-site visits * Assist as escalation engineer for difficult, delicate or on-going situations as needed Education and/or Experience Bachelor ...
New
Field Service Engineer
Houston, TX · On-site
$75 - $105/hr
Provide technical support to customers via telephone and on-site visits * Assist as escalation engineer for difficult, delicate or on-going situations as needed Education and/or Experience Bachelor ...
New
Field Service Engineer
Houston, TX · On-site
Provide technical support to customers via telephone and on-site visits * Assist as escalation engineer for difficult, delicate or on-going situations as needed Education and/or Experience Bachelor ...
Field Service Engineer
Houston, TX · On-site
Provide technical support to customers via telephone and on-site visits * Assist as escalation engineer for difficult, delicate or on-going situations as needed Education and/or Experience Bachelor ...
Escalations Engineer information
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?
| Aspect | Escalations Engineer | Support Engineer |
|---|---|---|
| Credentials | Technical certifications, relevant degrees | Technical certifications, relevant degrees |
| Work Environment | Handles complex issues, collaborates with engineering teams | Provides frontline customer support, troubleshooting |
| Employer & Industry Usage | Tech companies, SaaS providers, hardware firms | IT services, software companies, tech support |
| Search & Comparison Intent | Understanding advanced troubleshooting roles | Entry 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.
What are popular job titles related to Escalations Engineer jobs in Texas?
For Escalations Engineer jobs in Texas, the most frequently searched job titles are:
What job categories do people searching Escalations Engineer jobs in Texas look for?
The top searched job categories for Escalations Engineer jobs in Texas are:
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
Qualifications
Preferred Qualifications and Skills
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.
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.
About HungerRush
Sourced by ZipRecruiter
Industry
Software development
Company size
51 - 200 Employees
Headquarters location
Houston, TX, US
Year founded
2003