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Escalations Engineer Jobs (NOW HIRING)

Velocity1

Escalation Engineer

Chattanooga, TN · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should ...

Solvere One

Help Desk Technician - Tier 3

Dulles, VA · On-site

$70K - $90K/yr

Opening Position Summary We are seeking an Escalations Engineer with MSP experience to serve as a senior escalation resource and technical leader for the service desk. This role requires deep ...

Solvere One

Help Desk Technician - Tier 3

Dulles, VA · On-site

$70K - $90K/yr

Opening Position Summary We are seeking an Escalations Engineer with MSP experience to serve as a senior escalation resource and technical leader for the service desk. This role requires deep ...

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 ...

ASM

Engineer, Field Service- "I & II"

Boise, ID

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 ...

ASM

Engineer, Field Service- "I & II"

Hillsboro, OR

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 ...

ASM

Engineer, Field Service- "I & II"

Phoenix, AZ

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 ...

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All JobsEscalations Engineer Jobs

Escalations Engineer information

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$39K

$101.8K

$137.5K

How much do escalations engineer jobs pay per year?

As of Jul 24, 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 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.
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 July 2026, with employment types broken down into 92% Full Time, and 8% Part Time. Highlights an 100% In-person job distribution, with an average salary of $101,752 per year, or $48.9 per hour.

Software Engineer - Customer Escalations - C++

Omnissa

Mountain View, CA • On-site

$120K - $200K/yr

Full-time

Medical, Retirement, PTO

Posted 28 days ago

Job description

Job Description:
Job Title: Customer Escalation Engineer
Job Summary
We are seeking a passionate and highly skilled Customer Support Engineer to diagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience. In this role, you will leverage your understanding of enterprise VDI solutions to ensure world-class product quality for customers across diverse virtual environments. You'll serve as a technical mentor, champion continuous improvement, and help bridge teams through effective communication and leadership. This is an exciting opportunity to make a direct impact on enterprise software solutions powering today's remote and hybrid workplaces.
Guided by our Core Values-Act in Alignment, Build Trust, Drive Efficiency, and Maximize Customer Value-we're growing rapidly and committed to delivering meaningful impact. If you're passionate about shaping the future of work, we'd love to hear from you.
At Omnissa, we are committed to maintaining a fair, consistent, and secure hiring process for all candidates. As part of this approach, we use standard interview and verification practices designed to ensure alignment and protect both candidates and the organization. These practices are applied thoughtfully and with respect for candidate privacy.
Key Responsibilities
  • Troubleshoot and resolve customer issues across our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed.

  • Communicate solutions clearly and professionally, adapting explanations to each customer's technical level.

  • Document findings, including troubleshooting steps, root cause summaries, and knowledge-base content to support self-service.

  • Collaborate cross-functionally with Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently.

  • Advocate for the customer by identifying patterns in reported issues and recommending product improvements.

  • Participate in on-call rotations (if applicable) to ensure timely support coverage.

  • Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions.

Continuous Improvement:
  • Identify and drive supportability improvements for products, tools, and processes.

  • Participate in technical reviews, contributing to a culture of engineering excellence and high ownership.

Qualifications
  • 3-5 years of experience in software engineering with a strong focus on customer engineering and support.

  • Expertise in architecting, designing, and debugging enterprise software or cloud services using C++.

  • Proven experience performing root-cause analysis and implementing solutions in high-performance, scalable systems.

  • Hands-on proficiency in Python and PowerShell for automation and data analysis.

  • Knowledge of profiling and debugging tools (e.g., WinDBG, WireShark).

  • Experience with virtualization/cloud environments (vSphere, AWS, Azure)

  • Experience installing/configuring Windows and/or Linux OS, Active Directory, DNS.

  • Experience in customer-facing problem solving.

  • Excellent communication and teamwork skills.

  • Familiarity with DevOps, Agile, and CI/CD practices and tools (Git, Perforce, JIRA, Jenkins) is preferred.

Performance Goals
  • First 2 Months: Become familiar with the remote experience stack in Horizon and handle incoming customer issues, focusing on US customers.

  • By Sixth Month: Handle at least 50% of incoming issues as either the primary engineer or as the proxy engaging with other SMEs.

  • Ongoing: Develop product changes to help address chronic customer issues or improve supportability of the product.

*please note we will require candidates to go onsite for interview*
The typical base salary for this role is between USD $120,000 - $200,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.
Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:
Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.
This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.

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