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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 ...

Zscaler

This is a hybrid based in Bangalore role, reporting to the Sr. Manager, Customer Support in the Support department. The Escalation Engineer will provide world-class post-sales technical support to ...

Motorola

Senior Escalations Engineer

California, MD

$100K - $137K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$99K - $136K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

Senior Escalations Engineer

Tennessee, IL · On-site

$100K - $138K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$91K - $125K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$100K - $137K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

Senior Escalations Engineer

Louisiana, MO · On-site

$92K - $126K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$103K - $141K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

Senior Escalations Engineer

Indiana, PA

$95K - $131K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$96K - $132K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

Motorola

$100K - $137K/yr

We are justifiably proud to hire escalations engineers who are recognized as the best in the industry. Support queries are initially handled by Motorola's partner network, with more complex cases ...

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All JobsSenior Escalation Engineer Jobs

Senior Escalation Engineer information

See salary details

$59.5K

$126.6K

$183.5K

How much do senior escalation engineer jobs pay per year?

As of Jul 4, 2026, the average yearly pay for 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 are the key skills and qualifications needed to thrive as a Senior Escalation Engineer, and why are they important?

To thrive as a Senior Escalation Engineer, you need deep technical expertise in troubleshooting complex systems, advanced knowledge of relevant software or hardware, and a bachelor’s degree in computer science or a related field. Familiarity with ticketing systems, diagnostic tools, and certifications such as Microsoft Certified Solutions Expert (MCSE) or similar are often required. Strong analytical thinking, effective communication, and patience under pressure are standout soft skills for this role. These skills are vital to efficiently resolve critical customer issues, maintain client satisfaction, and support continuous product improvement.

What engineers make $300,000 a year?

Senior Escalation Engineers in technology companies can earn $300,000 or more annually, especially with extensive experience, specialized skills, and in high-demand industries like cloud computing or cybersecurity. Compensation often includes base salary, bonuses, and stock options, particularly at large tech firms or in leadership roles.

What is the difference between Senior Escalation Engineer vs Network Engineer?

AspectSenior Escalation EngineerNetwork Engineer
CredentialsTechnical certifications, experience in troubleshooting complex issuesNetworking certifications (e.g., CCNA, CCNP), technical experience
Work EnvironmentCustomer support, technical escalation teams, cross-functional collaborationDesign, implement, and maintain network infrastructure
Industry UsageTech companies, service providers, hardware/software vendorsTelecommunications, IT services, enterprise networks
Common Search IntentUnderstanding role differences, career paths, required skillsNetwork setup, troubleshooting, career development

The Senior Escalation Engineer focuses on resolving complex technical issues escalated from support teams, often working closely with customers and product teams. In contrast, a Network Engineer primarily designs, implements, and maintains network infrastructure. While both roles require technical certifications and experience, the Senior Escalation Engineer emphasizes troubleshooting and customer support, whereas the Network Engineer concentrates on network architecture and deployment.

How does a Senior Escalation Engineer typically collaborate with product and development teams to resolve complex customer issues?

Senior Escalation Engineers often act as a bridge between frontline support and product or development teams. When standard troubleshooting fails to resolve a customer's technical problem, they work closely with engineers and product managers to conduct deeper root cause analysis, share diagnostic data, and propose workarounds or permanent fixes. This collaboration may involve participating in technical meetings, contributing to post-incident reviews, and providing feedback to influence future product improvements. Effective communication and a solid understanding of both customer needs and internal technical processes are key to success in this role.

What is a senior escalation engineer?

A senior escalation engineer is a technical professional responsible for resolving complex customer issues that cannot be addressed by frontline support. They analyze problems, coordinate with other teams, and often have expertise in specific products or systems, using tools like troubleshooting software and knowledge bases. This role typically requires several years of experience and strong problem-solving skills.

What engineers make $500,000?

Senior Escalation Engineers in technology companies can reach or exceed $500,000 annually with bonuses and stock options, especially in high-cost living areas or large firms. Achieving this level typically requires extensive experience, specialized skills, and often leadership responsibilities or advanced certifications.

What engineers make $200,000 a year?

Senior Escalation Engineers in technology companies can earn $200,000 or more annually, especially with experience, specialized skills, and certifications in areas like cloud computing, networking, or cybersecurity. High-level engineers often have advanced technical knowledge, strong problem-solving abilities, and may work in fast-paced environments or on critical systems.
More about Senior Escalation Engineer jobs
What cities are hiring for Senior Escalation Engineer jobs? Cities with the most Senior Escalation Engineer job openings:
What states have the most Senior Escalation Engineer jobs? States with the most job openings for Senior Escalation Engineer jobs include:
What job categories do people searching Senior Escalation Engineer jobs look for? The top searched job categories for Senior Escalation Engineer jobs are:
Senior Escalation Engineer jobs near you
Infographic showing various Senior Escalation Engineer job openings in the United States as of June 2026, with employment types broken down into 97% Full Time, 1% Part Time, 1% Temporary, and 1% Contract. Highlights an 88% Physical, 4% Hybrid, and 8% Remote job distribution, with an average salary of $126,557 per year, or $60.8 per hour.
Escalation Engineer - Dallas

Escalation Engineer - Dallas

Island

Coppell, TX • On-site, Remote

$76K - $102K/yr

Full-time

Posted 15 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)

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