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Global Escalation Support Engineer Jobs (NOW HIRING)

Akamai

Product Support Engineer

Cambridge, MA · On-site

$105K - $189K/yr

Join our Global Escalation Team As a Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access ...

Element Biosciences

Global Support Engineer

San Diego, CA · On-site

$90K - $110K/yr

The Global Support Engineer is an entry point into the Global Service technical ladder, based at ... Support standardization of troubleshooting documentation and escalation records * Maintain and ...

Element Biosciences

Global Support Engineer

San Diego, CA · On-site

$90K - $110K/yr

The Global Support Engineer is an entry point into the Global Service technical ladder, based at ... Support standardization of troubleshooting documentation and escalation records * Maintain and ...

ASM

Engineer II, Global Product Support

Phoenix, AZ · On-site

We're seeking a Senior Global Product Support Engineer who thrives on solving complex problems ... Act as the escalation point when standard troubleshooting paths are exhausted, delivering clear ...

Doist

Global Support Engineer

San Diego, CA · On-site

$100 - $125/hr

... Engineers ahead of product launch * Contribute to global knowledgebase content to ensure readiness ... Support standardization of troubleshooting documentation and escalation records * Maintain and ...

ASM

Engineer II, Global Product Support

Phoenix, AZ · On-site

We're seeking a Senior Global Product Support Engineer who thrives on solving complex problems ... Act as the escalation point when standard troubleshooting paths are exhausted, delivering clear ...

Red Dot Capital Partners

Support Engineer

Palo Alto, CA · On-site

$60 - $80/hr

Tel Aviv • Hybrid Support Engineer We're looking for a Support Engineer to join our team and help ... escalation. * Willingness to work in shifts when needed to support global customer coverage.

Island

Escalation Engineer - Dallas

Coppell, TX · On-site +1

$76K - $102K/yr

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 ...

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How much do global escalation support engineer jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for global escalation support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a global escalation support engineer?

A Global Escalation Support Engineer is a technical expert responsible for resolving complex or critical customer issues that have been escalated beyond standard support channels. They work closely with engineering, product, and frontline support teams to diagnose problems, provide solutions, and ensure customer satisfaction worldwide. Their role often involves troubleshooting, root cause analysis, and direct communication with customers and stakeholders to ensure timely resolution of high-impact incidents.

What skills and qualifications are needed to thrive as a global escalation support engineer?

To thrive as a Global Escalation Support Engineer, you need deep technical expertise in troubleshooting, system analysis, and customer support, typically backed by a degree in computer science or related fields. Familiarity with ticketing systems, diagnostic tools, and relevant certifications such as ITIL or vendor-specific credentials are commonly required. Strong communication, problem-solving abilities, and the capacity to remain calm under pressure distinguish top performers in this role. These skills are crucial for efficiently resolving complex, high-priority issues and maintaining customer satisfaction on a global scale.

How does a global escalation support engineer typically interact with cross-functional teams when resolving complex customer issues?

As a Global Escalation Support Engineer, you will regularly collaborate with cross-functional teams such as product development, quality assurance, and operations to troubleshoot and resolve high-priority customer issues. This collaboration often involves gathering technical details, sharing insights from customer interactions, and participating in joint problem-solving sessions. Effective communication and documentation are key, as you'll frequently serve as the bridge between the customer-facing support team and internal engineering groups to ensure a swift and thorough resolution.

What cities are hiring for Global Escalation Support Engineer jobs?

Cities with the most Global Escalation Support Engineer job openings:

What are popular job titles related to Global Escalation Support Engineer jobs?

For Global Escalation Support Engineer jobs, the most frequently searched job titles are:

Infographic showing various Global Escalation Support Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

Product Support Engineer

Cambridge, MA • On-site

Akamai
Software Development • 5 - 10K employees
Learn more about Akamaiexternal

$105K - $189K/yr

Full-time

Medical, Life, Retirement, PTO

Re-posted 18 days ago

Akamai Technologies rating

8.0

Company rating: 8.0 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

125th of 247 rated software companies

Job description


Are you excited about working with cutting-edge technologies?
Would you like to work with our Zero Trust portfolio?
Join our Global Escalation Team
As a Product Support Engineer, you will become a key technical contributor within a global expert team responsible for the escalations of Akamai's Enterprise Access and Security Group. We're looking for excellent technical staff to create and support core technology to deliver a secure, accelerated experience to enterprise customers.
Partner with the best
In this role, you will provide escalation support for security products including our Zero Trust Security platform. You'll focus on cutting-edge services, ensuring application and network performance, reliability, and security for users connecting through Akamai's Zero Trust platform.
As a Product Support Engineer, you will be responsible for:
  • Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers.
  • Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes.
  • Representing the organization as an SME/Technical Lead in internal and external correspondence
  • Managing partners integration and Beta Support
  • Participating in our on call schedule (~2 occurrences per quarter).

Do what you love
To be successful in this role you will:
  • Have 5+ years in a technical support position and have a bachelor's degree in Computer Science, similar degree or relevant experience
  • Have 5+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
  • Be able to troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.
  • Show understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies
  • Demonstrate experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
  • Have understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
  • Be comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
  • Be eligible to obtain and Secret Security Clearance

About us
At Akamai, we make life better for billions of people, trillions of times a day.
Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.
Our focus is simple:
Cloud and Edge: Running apps closer to users for instant performance.
Security: Neutralizing threats before they ever reach your data.
Content Delivery: Scaling the world's biggest moments without a glitch.
AI: Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.
At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.
Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits.
FlexBase adapts to your job's needs
Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.
We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.
Connect with us on social and see what life at Akamai is like!
Compensation
Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $105,400 - $189,600/year; a candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.

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