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Remote Escalation Analyst Jobs (NOW HIRING)

Remote Services Inc.

Mobility Specialist - EMEA

Appropriately handle escalations, analyze when the senior-level review is required, determine ... At Remote we have international operations and a globally distributed workforce. We use geo ranges ...

DivIHN

Senior Data Analyst (Remote)

$88K - $111K/yr

Senior Data Analyst (Remote) Duration: 12 Months Location: Remote Only W2 candidates are eligible ... identification, escalation, resolution, and tracking. * Collaborate with SMEs across Risk ...

Remote Services Inc.

Mobility Specialist - AMER

Appropriately handle escalations, analyze when the senior-level review is required, determine ... At Remote we have international operations and a globally distributed workforce. We use geo ranges ...

Nerdio

Escalation Engineer (Tier 3 Support)

$80K - $100K/yr

Perform deep technical analysis to identify root cause and implement long-term solutions ... Experience with Windows Server and Remote Desktop Services * Familiarity with virtualization ...

SAIC

Cybersecurity Ops Analyst Senior

TN · Remote

$102K - $132K/yr

ORA_REMOTE Description SAIC has an opening for a Cybersecurity Ops Analyst Sr. This position is ... The senior analyst will investigate escalated security cases, analyze security telemetry, perform ...

Qcells

Complaint & Fraud Escalation Specialist

Irvine, CA · On-site +1

$79K - $93K/yr

Remote work may be considered for exceptional cases. RESPONSIBILITIES: * Serve as the primary point ... Strong analytical, investigative, and decision-making skills, including the ability to work with ...

Qcells

Complaint & Fraud Escalation Specialist

Teaneck, NJ · On-site +1

$79K - $93K/yr

Remote work may be considered for exceptional cases. RESPONSIBILITIES: * Serve as the primary point ... Strong analytical, investigative, and decision-making skills, including the ability to work with ...

HungerRush

Escalations Engineer (Remote)

Houston, TX · Remote

This is a remote role. Essential Responsibilities and Duties * Own escalations end-to-end ... Perform deep technical analysis (SQL forensics, logs, and telemetry) to identify impact and root ...

Zantech

Senior Functional Analyst (Remote)

Arlington, VA · Remote

$90K - $119K/yr

... for a Remote role based out of Arlington, VA. The Senior Functional Analyst will play a crucial ... Lead investigation and solution engineering on complex or escalated tickets, applying awareness of ...

Group1001

Production Operations Analyst II

... escalated within 15 minutes to minimize business impact. The Production Operations Analyst II role ... For these reasons, remote work is not viable for any in-office portions of the schedule * During ...

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Remote Escalation Analyst information

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How much do remote escalation analyst jobs pay per year?

As of Sep 14, 2026, the average yearly pay for remote escalation analyst in the United States is $73,261.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,500.00 and $87,000.00 per year, depending on experience, location, and employer.

What is a remote escalation analyst?

A Remote Escalation Analyst is a professional who handles complex technical issues or customer concerns that frontline support teams are unable to resolve. Working remotely, they analyze, troubleshoot, and resolve escalated cases using their specialized knowledge and advanced problem-solving skills. These analysts often collaborate with different departments, document solutions, and help improve processes to prevent similar issues in the future. Their role is crucial for maintaining customer satisfaction and ensuring that challenging problems are resolved efficiently.

What are the key skills and qualifications needed to thrive as a remote escalation analyst, and why are they important?

To thrive as a Remote Escalation Analyst, you need strong problem-solving abilities, analytical thinking, and expertise in technical troubleshooting, often supported by a degree in IT or computer science. Familiarity with ticketing systems like ServiceNow, remote diagnostic tools, and relevant certifications such as CompTIA or ITIL are typically required. Excellent communication, patience, and the ability to work independently are vital soft skills for managing complex customer issues. These skills and qualities are crucial for efficiently resolving high-priority technical problems and ensuring customer satisfaction in a remote support environment.

How does a remote escalation analyst typically collaborate with other support teams to resolve complex technical issues?

A Remote Escalation Analyst frequently works alongside Tier 1 and Tier 2 support teams, leveraging their specialized expertise to handle advanced or unresolved cases. Collaboration often involves participating in virtual meetings, sharing detailed case documentation, and coordinating troubleshooting steps with engineers or product specialists. Effective communication and timely updates are crucial to ensure that issues are resolved efficiently and customer satisfaction is maintained. This role also often requires analysts to document solutions and feedback for knowledge base improvements, benefiting the entire support organization.

What is the difference between Remote Escalation Analyst vs Customer Support Specialist?

AspectRemote Escalation AnalystCustomer Support Specialist
CredentialsTechnical certifications, problem-solving skillsCustomer service training, communication skills
Work EnvironmentTechnical teams, remote troubleshootingCustomer service centers, remote or on-site
Industry UsageIT, tech, telecomRetail, service, tech
Search IntentTechnical escalation, problem resolutionCustomer inquiries, issue resolution

The Remote Escalation Analyst primarily handles complex technical issues and escalations within technical teams, requiring specialized certifications and troubleshooting skills. In contrast, Customer Support Specialists focus on addressing general customer inquiries and providing support, often with customer service training. While both roles may be remote, the Escalation Analyst deals with technical escalations in industries like IT and telecom, whereas Customer Support Specialists serve broader customer needs across various sectors.

More about Remote Escalation Analyst jobs

What cities are hiring for Remote Escalation Analyst jobs?

Cities with the most Remote Escalation Analyst job openings:

What are the most commonly searched types of Escalation Analyst jobs?

The most popular types of Escalation Analyst jobs are:

What states have the most Remote Escalation Analyst jobs?

States with the most job openings for Remote Escalation Analyst jobs include:

What are popular job titles related to Remote Escalation Analyst jobs?

For Remote Escalation Analyst jobs, the most frequently searched job titles are:

Remote Escalation Analyst jobs near you
Infographic showing various Remote Escalation Analyst job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 89% Full Time, 6% Part Time, and 4% Contract. Highlights an 79% Physical, 7% Hybrid, and 14% Remote job distribution, with an average salary of $73,261 per year, or $35.2 per hour.

Canada- Escalation Manager (Customer Support)

OR • On-site, Remote

PointClickCare
IT Services • 1 - 5K employees
Learn more about PointClickCareexternal

$100K - $110K/yr

Full-time

Retirement, PTO

Re-posted 16 days ago

Key responsibilities

  • Manage high-level, high-visibility support escalations in partnership with engineering, product management, customer success, support, and customers until resolution.

  • Build out the escalation management function, processes, standards, and templates across the support organization.

  • Create and execute data-driven customer recovery plans for every escalation and incident that is addressed.

Job description

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare - so it doesn't just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.


**Travel to Office expectations**
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Job Summary: 
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations.  They will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations.  This role requires a builder who can both act as the escalation manager while building out the function within our support team.    
Reporting into the VP, Customer Support 
Key Duties and Responsibilities:
Manage high level, high visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution. 
   Build out the escalation management function, processes, standards, and templates across the support organization.  
   Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management. 
   Create and execute data-driven customer recovery plans for every escalation and incident that is addressed. 
   Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes. 
Skills and Qualifications: 
    A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required. 
   Experience building the escalation management function within a SaaS software environment including cross-functional deliverables and outcomes. 
   Experience working cross-functionally with support, engineering, product management, customer success and directly with customers to drive successful outcomes. 
   Ability to communicate effectively at an executive level with customers and internal stakeholders.  
   Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences. 
    Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field.  (Nice to have)
$100,000 - $110,000 a year
Canada: At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $100,000 - $110,000 and Fulltime Benefits.
Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
#Corp-E P4
#remote
#Canada 
#MG-Li1

PointClickCare Benefits & Perks:

Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition ... and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it.  If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare's human resources team: [email protected] 

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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