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Escalations Engineer Jobs in Texas (NOW HIRING)

Island

Escalation Engineer - Dallas

Coppell, TX · On-site +1

$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 ...

ASM

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 ...

Celestica

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 ...

New

ASM

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 ...

Proofpoint

Director, Presales Engineering

Houston, TX · On-site

$180 - $250/hr

Day to Day * Lead the evolution of Presales Engineering escalation strategy, including routing models, intake boundaries, ownership clarity, technical decision paths, and measurable service ...

Posted today

Proofpoint

Director, Presales Engineering

Dallas, TX · On-site

$180 - $240/hr

Lead the evolution of Presales Engineering escalation strategy, including routing models, intake boundaries, ownership clarity, technical decision paths, and measurable service expectations. * Drive ...

New

Zello Inc

Support Engineer - L3

Austin, TX · On-site

Owned and resolved every Tier-1 enterprise escalation that reached you, with documented root-cause analyses that Engineering could act on directly. * Built or meaningfully expanded the internal ...

Arista Networks

Technical Solutions Engineer

Dallas, TX · On-site

A TSE at Arista is equivalent to a Tier 3 TAC or Escalation Engineer in most support organizations. We drive the success of our customers through passion and teamwork and via ensuring quick response ...

Meriplex Communications

Systems Engineer

Houston, TX · On-site

Coordinate the escalation of high-level technical issues with vendors, partners, internal engineering teams, and customer stakeholders as required. * Perform root cause analysis (RCA) and develop ...

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Escalations Engineer information

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.

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 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:
Escalations Engineer jobs near you
Infographic showing various Escalations Engineer job openings in Texas as of August 2026, with employment types broken down into 90% Full Time, 5% Part Time, and 5% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution.

Escalation Engineer - Dallas

Island

Coppell, TX • On-site, Remote

$76K - $102K/yr

Full-time

Re-posted 19 days ago

Job description

Description
Island is the ideal environment for enterprise work - security is everywhere without ever getting in the way. The Island Enterprise Platform unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace, giving organizations universal visibility and control while delivering a fast, fluid, beautifully simple experience to users. It's not just a better way to secure work. It's a better way to work.
Backed by Coatue Management, Insight Partners, Sequoia Capital, and others, and trusted by some of the largest enterprises on the planet, Island is redefining what the modern workplace can be.
Recent Awards:
2024 - Chosen as one of LinkedIn's Top Startups of 2024 in Dallas
2025 - Named #6 in the 2025 Dallas 100™ Entrepreneur Awards
2026 - CNBC Disruptor 50 List
Come join us in building something that's already changing how the world works.
What You'll Do
As an Escalation Engineer, you'll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support experiences to some of the world's largest enterprises by owning complex investigations end-to-end and driving systemic improvements back into the product. Your frontline insights will shape product priorities and directly impact how Fortune 500 enterprises experience Island.
  • Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.
  • Analyze real technical data: Work directly with support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.
  • Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly to get issues resolved.
  • Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
  • Drive systemic improvements & cross-team triage: Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce future volume, and participate in prioritization discussions where your insight directly influences what gets fixed and when.
  • Incident Response & Coordination: You'll occasionally join high-impact production incidents affecting enterprise customers, partnering with customer-facing teams and Engineering to help coordinate investigation and remediation efforts. You'll also contribute to post-incident analysis, including root cause analysis (RCA) documentation and

Requirements
Must Have
  • 5+ years in a technical support escalation or similar customer-facing technical role
  • Networking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts
  • Web debugging proficiency: Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis
  • Log analysis experience: Comfort working with observability platforms (Coralogix, Sentry, New Relic, or similar) to query logs, traces, and metrics
  • OS knowledge: Windows and/or macOS internals, enterprise endpoint management concepts
  • Cybersecurity awareness: Understanding of enterprise security concepts (zero trust, DLP, secure web gateways, endpoint protection)
  • Excellent written communication: Ability to write clear, structured technical reports for both engineering teams and enterprise customers
  • Self-directed investigation skills: Comfortable driving investigations autonomously, triangulating across multiple data sources without a predefined playbook
  • Composure under pressure: Ability to manage frustrated enterprise stakeholders with empathy and ownership

Nice to Have
  • Experience with enterprise browser, endpoint security, or SASE/SSE products
  • Familiarity with Chromium architecture, extensions, or browser internals
  • Identity and authentication expertise (SSO, SAML, OAuth/OIDC, Azure AD, Okta)
  • Code reading ability: Can read and follow code in JavaScript, C#, Go, or similar languages to understand product behavior
  • Scripting ability (Python, PowerShell, Bash) for log parsing or reproduction automation
  • Background in incident response
  • Experience supporting Fortune 500 or large enterprise customers

What We Offer
  • Work with cutting-edge technology at the intersection of browser engineering, enterprise security, and zero-trust networking
  • Direct mentorship from senior engineers across R&D, with deep exposure to Chromium, distributed networking, and cloud architecture
  • Visible customer impact: your investigations directly shape product quality for some of the world's largest organizations
  • A collaborative, growth-oriented environment where escalation engineers regularly grow into senior escalation, R&D engineering, product, or technical leadership roles
  • Cross-functional exposure across engineering, product, and customer success teams
  • Global team collaboration (US and Israel)

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