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Escalations Engineer Jobs (NOW HIRING)

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

IT Escalation Engineer, Boston, MA We are seeking IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a ...

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 ...

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 ...

My IT Crew

Escalation Engineer, FL

Orlando, FL

$73K - $97K/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 ...

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

Remote Escalation Engineer - MSP

Brooklyn, NY · On-site +1

$85K - $100K/yr

Escalation Engineer Duties and Responsibilities * Be Fanatically awesome all the time! * Be an active advocate for customer satisfaction * Provide technical excellence t for systems, software, and ...

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 complex API escalations end-to-end: integration failures, CLOB order issues, FIX/REST/WebSocket ...

IP Pathways

Network Escalation Engineer

Columbus, OH · On-site

Network Escalation Engineer Department: Advanced Technical Services Location: Columbus, Ohio Job Summary: IP Pathways is experiencing explosive company growth! In fact, weve doubled in size over the ...

IP Pathways

Network Escalation Engineer

Columbus, OH · Hybrid

Network Escalation Engineer Department: Advanced Technical Services Location: Columbus, Ohio Job Summary: IP Pathways is experiencing explosive company growth! In fact, we've doubled in size over the ...

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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 Jun 12, 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 does an escalation engineer do?

An escalation engineer handles complex technical issues that cannot be resolved by frontline support teams. They analyze problems, coordinate with other departments, and provide advanced troubleshooting to ensure customer satisfaction and issue resolution, often using diagnostic tools and technical knowledge. This role requires strong problem-solving skills and technical expertise in relevant systems or products.

What engineers make $300,000 a year?

Senior engineers in specialized fields such as software engineering, data engineering, or cloud engineering can earn $300,000 or more annually, especially with extensive experience, advanced skills, and certifications like AWS or Google Cloud. High-level roles often involve leadership, complex problem-solving, and working in high-demand industries or companies.

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 engineer makes $500,000 a year?

Highly experienced senior engineers in specialized fields such as software engineering, data engineering, or cloud infrastructure can earn $500,000 or more annually, often through a combination of base salary, bonuses, and stock options. These roles typically require advanced skills, certifications, and years of industry experience, especially in high-demand tech companies or executive-level positions.

How much does an escalation engineer make?

An escalation engineer's salary typically ranges from $70,000 to $120,000 annually, depending on experience, location, and the company. Senior roles or those with specialized skills in networking, troubleshooting, or certifications may earn higher salaries.

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.
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Escalations Engineer jobs near you
IT Escalation Engineer

IT Escalation Engineer

Next Step Systems

Boston, MA • On-site

Full-time

Medical, Retirement, PTO

Posted 5 days ago

Job description

IT Escalation Engineer, Boston, MA
We are seeking IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a Tier III escalation technician, supporting a help desk team with complex issues. Hours are Monday through Friday from 8:30 am to 5:30 pm. This position is a hybrid role working at least 3 days per week in the Boston office. The successful candidate will also work on projects both at a client site as well as off-site and be available for dispatch to client sites as needed.
Responsibilities:
- Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution.
- Identify, propose, and enforce escalation process improvements.
- Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
- Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
- Handle service tickets for technical assistance via phone and email.
- Follow, update, and maintain Help Desk procedures and contribute to the knowledge bank.
- Respond to incoming cases of client services department as backup during peak times.
- Participate in on-call rotation for nights and weekends (approximately once every 6 weeks).
- Attend monthly Help Desk Team meetings and quarterly staff meetings.
Qualifications:
- 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus.
- Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues.
- In-depth knowledge of Windows 10 End-Point Administration.
- Extensive experience with Windows Server 2012-2019.
- Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory).
- Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments.
- Advanced PC/desktop expertise.
- Experience with ConnectWise and/or Kaseya is a plus.
- Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation.
- Industry certifications such as Network+, MCSA, MCSE, or an Associate's degree, and/or Bachelor's degree a plus.
Benefits include medical insurance, retirement plan, PTO, etc. Salary: 80K+ DOE. Keywords: Boston MA Jobs, IT Escalation Engineer, Break Fix, Windows 10 End-Point Administration, Windows Server, Active Directory, PowerShell, Microsoft 365, PC, Desktop, Network, Networking, Massachusetts Recruiters, Information Technology Jobs, IT Jobs, Massachusetts Recruiting
Looking to hire for similar positions in Boston, MA or in other cities? Our IT recruiting agencies and staffing companies can help.
We help companies that are looking to hire IT Escalation Engineers for jobs in Boston, Massachusetts and in other cities too. Please contact our IT recruiting agencies and IT staffing companies today! Phone 630-428-0600 ext. 11 or email us at jobs@nextstepsystems.com. Click here to submit your resume for this job and others.
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