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Remote Senior Escalation Engineer Jobs (NOW HIRING)

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 ... Direct mentorship from senior engineers across R&D, with deep exposure to Chromium, distributed ...

ZEISS

Global Technical Escalation Engineer

OR · On-site +1

This job can be Fully Remote, Anywhere USA. Salary rate based on location. SF Bay Area: $49.00 ... Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and ...

ZEISS

Global Technical Escalation Engineer

This job can be Fully Remote, Anywhere USA. Salary rate based on location. SF Bay Area: $49.00 ... Engineers, Affiliates, and Distributors by providing technical support, resolving escalations, and ...

Nerdio

Escalation Engineer (Tier 3 Support)

$80K - $100K/yr

About The Role When the hardest problems land in Nerdio's support queue, the Escalation Engineer is ... Experience with Windows Server and Remote Desktop Services * Familiarity with virtualization ...

www.exigotechnology.com

Senior Engineer

New Orleans, LA · On-site +1

$100K - $137K/yr

This role is a senior escalation point within Exigo's service delivery and project teams and is ... and remote access issues. • Assist with network segmentation, secure remote access, firewall ...

Pax8

Senior IAM Engineer

Denver, CO · Remote

$107K - $147K/yr

Senior IAM Engineer | USA | Pax8 | Remote As a senior member of Pax8's internal Technology Services ... Act as a senior escalation consultant for Level I, II, and III engineers and leads resolution of ...

Pax8

Senior IAM Engineer

Denver, CO · On-site +1

$107K - $147K/yr

Senior IAM Engineer | USA | Pax8 | Remote As a senior member of Pax8's internal Technology Services ... Act as a senior escalation consultant for Level I, II, and III engineers and leads resolution of ...

Digital Links Inc

Senior Terraform Engineer

Springfield, MO · Remote

$111K - $151K/yr

Remote Senior Terraform Engineer who will lead the design, development, and governance of Infrastructure as Code (IaC) using Terraform in a cloud environment. This person will build and maintain ...

Harris

$116K - $153K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

$121K - $160K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

(Remote) Senior Software Engineer

Carolina, RI · Remote

$123K - $162K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

$116K - $153K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

$104K - $138K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

$104K - $138K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

(Remote) Senior Software Engineer

Florida, NY · Remote

$126K - $166K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

(Remote) Senior Software Engineer

Alabama, NY · Remote

$110K - $145K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

Harris

(Remote) Senior Software Engineer

Iowa, LA · Remote

$108K - $143K/yr

The Senior Software Engineer, RPG is a hands-on technical leader responsible for complex IBM i/RPG ... This remote role welcomes candidates anywhere in the US. Salary: 110K - 135K What your impact will ...

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Remote Senior Escalation Engineer information

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$59.5K

$126.6K

$183.5K

How much do remote senior escalation engineer jobs pay per year?

As of Aug 29, 2026, the average yearly pay for remote senior escalation engineer in the United States is $126,557.00, according to ZipRecruiter salary data. Most workers in this role earn between $104,500.00 and $143,500.00 per year, depending on experience, location, and employer.

What is a remote senior escalation engineer?

A Remote Senior Escalation Engineer is an experienced technical specialist who works remotely to resolve complex, high-priority customer issues that frontline support teams cannot solve. They act as the final point of technical escalation, troubleshooting advanced problems, collaborating with engineering teams, and ensuring customer satisfaction. This role often requires deep expertise in specific products or technologies, strong problem-solving skills, and excellent communication abilities to handle critical incidents and guide less experienced engineers.

What are the key skills and qualifications needed to thrive as a remote senior escalation engineer?

To thrive as a Remote Senior Escalation Engineer, you need advanced troubleshooting abilities, deep technical expertise in relevant platforms (such as cloud infrastructure or enterprise software), and several years of experience in technical support or engineering roles. Proficiency with ticketing systems (e.g., Zendesk, ServiceNow), remote diagnostic tools, and certifications like Microsoft Certified: Azure Solutions Architect or AWS Certified Solutions Architect are highly valuable. Outstanding problem-solving, communication, and customer empathy skills help distinguish top performers in this role. These skills are critical for resolving complex issues efficiently, maintaining customer satisfaction, and serving as a technical resource within the support team.

What are the typical challenges faced by a remote senior escalation engineer, and how can candidates prepare for them?

Remote Senior Escalation Engineers often encounter complex, high-priority technical issues that require advanced problem-solving skills and a calm, methodical approach under pressure. Since the role is remote, maintaining clear communication with both internal engineering teams and external customers across different time zones is essential. Candidates can prepare by honing their technical expertise, developing strong written and verbal communication skills, and becoming comfortable using remote collaboration tools. Proactively learning about the company’s products and support processes will also help you hit the ground running and effectively manage escalated cases.

What is the difference between Remote Senior Escalation Engineer vs Remote Customer Support Engineer?

AspectRemote Senior Escalation EngineerRemote Customer Support Engineer
CredentialsTechnical certifications, engineering degreeCustomer service training, technical knowledge
Work EnvironmentTechnical teams, engineering departmentsCustomer service centers, support teams
Industry UsageTech, SaaS, hardware companiesTech, retail, service industries
Primary FocusResolving complex technical issues, escalation managementAssisting customers, troubleshooting basic issues

The Remote Senior Escalation Engineer focuses on resolving complex technical problems and managing escalations within technical teams, often requiring advanced engineering skills. In contrast, the Remote Customer Support Engineer handles customer inquiries, troubleshooting common issues, and providing support. While both roles require technical knowledge, the escalation engineer's role is more specialized and technical, whereas the customer support engineer emphasizes customer interaction and issue resolution.

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What cities are hiring for Remote Senior Escalation Engineer jobs?

Cities with the most Remote Senior Escalation Engineer job openings:

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

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Remote Senior Escalation Engineer jobs near you
Infographic showing various Remote Senior Escalation Engineer job openings in the United States as of August 2026, with employment types broken down into 94% Full Time, 2% Part Time, and 4% Contract. Highlights an 85% Physical, 5% Hybrid, and 10% Remote job distribution, with an average salary of $126,557 per year, or $60.8 per hour.

Escalation Engineer - Dallas

Island

Coppell, TX • On-site, Remote

$76K - $102K/yr

Full-time

Re-posted 11 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)

Apply