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Senior Escalation Engineer Jobs (NOW HIRING)

AHEAD

Senior Cloud Engineer - Azure/OpenShift

$57 - $76.25/hr

The Senior Cloud Engineer - Managed Services is responsible for leading the day-to-day operation ... Serve as a senior escalation point within the on-call rotation for major incidents, high-impact ...

AHEAD

Senior Cloud Engineer - Azure/OpenShift

Chicago, IL · On-site

$57.50 - $76.75/hr

The Senior Cloud Engineer - Managed Services is responsible for leading the day-to-day operation ... Serve as a senior escalation point within the on-call rotation for major incidents, high-impact ...

CBTS

Network Engineer IV - Palo Alto Prisma

$97K - $132K/yr

The Network Engineer IV - Palo Alto Prisma is a senior technical engineer and Prisma subject-matter ... This role serves as a Tier-3 escalation engineer , supporting complex customer environments across ...

ProSource Technology Solutions

Be Seen First

Senior Solutions Engineer

Orlando, FL · On-site

$90K - $125K/yr

Senior Solutions Engineer ProSource Technology Solutions is a managed IT services provider that ... Serve as a senior escalation point for complex technical issues, delivering thoughtful and timely ...

Ventura Foods

Network Engineer Sr

Irvine, CA · On-site

$127K - $166K/yr

Act as senior escalation point for routing, switching, firewall, VPN, and wireless incidents ... engineering experience is required * Ability to travel up to 20% is required * Ability to work in ...

Ventura Foods

Network Engineer Sr

Irvine, CA · Hybrid

$127K - $166K/yr

Act as senior escalation point for routing, switching, firewall, VPN, and wireless incidents ... engineering experience is required * Ability to travel up to 20% is required * Ability to work in ...

Clevanoo LLC

Be Seen First

System Engineer

Beverly Hills, CA · On-site

$70 - $75/hr

Senior Systems Engineer / Microsoft Infrastructure Consultant Location: Beverly Hills, CA We are ... Experience serving as a senior escalation point or "super ticket taker" for complex infrastructure ...

Ventura Foods

Network Engineer Sr

Irvine, CA · Hybrid

$127K - $166K/yr

Act as senior escalation point for routing, switching, firewall, VPN, and wireless incidents ... engineering experience is required * Ability to travel up to 20% is required * Ability to work in ...

Ventura Foods

Network Engineer Sr

Irvine, CA · Hybrid

$127K - $166K/yr

Act as senior escalation point for routing, switching, firewall, VPN, and wireless incidents ... engineering experience is required * Ability to travel up to 20% is required * Ability to work in ...

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All JobsSenior Escalation Engineer Jobs

Senior Escalation Engineer information

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$59.5K

$126.6K

$183.5K

How much do senior escalation engineer jobs pay per year?

As of Jun 16, 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.

How much does an escalation engineer make?

An escalation engineer typically earns between $70,000 and $120,000 annually, depending on experience, location, and the industry. Senior escalation engineers with specialized skills or certifications can earn higher salaries, often exceeding $130,000.

Is 47 too old to become an engineer?

Age is not a barrier to becoming a Senior Escalation Engineer or any engineering role, as the industry values experience, problem-solving skills, and continuous learning. Many professionals successfully transition into engineering careers at various ages by gaining relevant certifications, technical skills, and industry knowledge.

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 experience, specialized skills, and in high-cost-of-living areas. Compensation often includes base salary, bonuses, and stock options, reflecting their advanced technical expertise and problem-solving responsibilities.

What engineer makes $500,000 a year?

Senior Escalation Engineers at large tech companies or specialized cybersecurity engineers can earn $500,000 or more annually, often through a combination of base salary, bonuses, and stock options. These roles typically require extensive experience, advanced technical skills, and certifications, and may involve high-pressure problem-solving in complex environments.

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 highly skilled technical professional responsible for handling the most complex and critical customer issues that have been escalated beyond the standard support tiers. They analyze, troubleshoot, and resolve advanced problems, often collaborating with product development teams and acting as a bridge between support and engineering. Their role involves deep technical expertise, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. Senior Escalation Engineers play a key part in ensuring customer satisfaction and maintaining product reliability.
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Senior Escalation Engineer jobs near you
Senior Cloud Engineer - Azure/OpenShift

Senior Cloud Engineer - Azure/OpenShift

AHEAD

Remote

$57 - $76.25/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

Job description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Senior Cloud Engineer - Managed Services is responsible for leading the day-to-day operation, administration, monitoring, support, and continuous improvement of customer cloud environments, including production Red Hat OpenShift (Kubernetes) platforms, across public Clouds such as Azure, AWS, GCP or OCI. This role is primarily focused on advanced cloud operations, ITSM execution, customer advisory, mentorship, and operational improvement, with secondary exposure to automation, DevOps, and reliability practices where they improve consistency, scale, and service quality. The role is expected to independently own complex and high-risk operational work, serve as a senior escalation point for major incidents and changes, and partner with architects on major design or platform engineering decisions as appropriate. There is an expectation of some travel and after-hours/weekend support in the event of major outages/issues, or when requested by the client for change windows (or similar events).
Responsibilities
  • Lead the support and operation of cloud infrastructure, platform services, identity, networking, security controls, and operational tooling across customer environments.
  • Able to architect and lead deployment of moderately complex solutions related to cloud solutions.
  • Understands performance, scaling and functional characteristics of software technologies.
  • Ability to understand open-source and cloud use-cases and recommend standard design patterns commonly used in such solutions (best practices).
  • Own complex incidents, escalations, and problem investigations; perform advanced troubleshooting, coordination, service restoration, and follow-through durable resolution.
  • Plan and execute complex changes and recurring operational activities including provisioning, access changes, maintenance events, backup and recovery validation, patching coordination, and platform hygiene.
  • Serve as a senior escalation point within the on-call rotation for major incidents, high-impact issues, and customer-approved after-hours change activity.
  • Follow and reinforce established ITSM processes for incident, request, change, problem, escalation, documentation, and customer-facing status communication.
  • Develop and maintain runbooks, SOPs, standards, knowledge articles, and technical documentation that improve consistency and service quality.
  • Mentor other Cloud Engineers, review work for quality and completeness, and provide technical guidance on operational best practices.
  • Drive monitoring, alerting, logging, tagging, policy, compliance, and cost-visibility improvements that strengthen managed cloud operations.
  • Use scripting, automation, and AI to reduce repetitive effort, improve consistency, and scale service delivery.
  • General familiarity with DevOps/SRE tooling is required but is not the primary emphasis of the role.
  • Participate in customer meetings, service reviews, and advisory discussions; translate technical issues, risk, and improvement opportunities into clear business-facing communication.
  • Operate and support Red Hat OpenShift (Kubernetes) clusters in production, including cluster health, upgrades, scaling, and lifecycle management.
  • Manage OpenShift access and security controls, including RBAC, SCCs, NetworkPolicies, secrets management, and certificate/ingress considerations.
  • Troubleshoot platform and workload issues across Kubernetes/OpenShift constructs (nodes, operators, routes/ingress, services, deployments, pods, persistent volumes) and coordinate remediation with application, network, and security teams.
  • Implement and validate platform backup, restore, and disaster recovery procedures (e.g., etcd, cluster resources, and persistent data) in accordance with customer requirements.
  • Support platform automation and standardization efforts using infrastructure as code and GitOps practices (e.g., Terraform, Ansible, Helm, Argo CD) to improve repeatability and reduce operational risk.
  • Define and improve observability for cloud and OpenShift platforms (metrics, logs, traces), tune alerting to reduce noise, and contribute to availability, performance, and capacity planning.
  • Other job duties as assigned.

Qualifications
  • 5+ years in customer-facing IT infrastructure, cloud operations, systems administration, or managed services support, including work in production environments.
  • Strong operational expertise in at least one major cloud platform, with the ability to lead complex support and administration activities in Azure.
  • Experience with other clouds such as GCP, AWS, and OCI is a strong preference.
  • Minimum 3+ years of experience supporting a production OpenShift environment (on-premises, ROSA, ARO, etc.).
  • Experience leading complex incidents, escalations, change execution, and problem investigations in production environments.
  • Experience with Windows and/or Linux server operations, networking fundamentals, identity and access management, monitoring, governance, and operational documentation.
  • Experience in a managed services, consulting, or multi-customer support environment, ideally supporting complex enterprise customers (preferred).
  • Strong working knowledge of PowerShell, Python, Bash, infrastructure as code, automation, CI/CD, or related platform tooling used to improve cloud operations (preferred).
  • Relevant advanced cloud, operations, or platform certifications are a plus (preferred).

Skills
  • Advanced troubleshooting, operational execution, and issue ownership skills in live production environments.
  • Preferred certifications: Red Hat Certified Specialist in OpenShift Administration (or Red Hat Certified OpenShift Administrator), Red Hat Certified System Administrator (RHCSA), Kubernetes certifications (CKA/CKAD), along with AWS/Azure certifications.
  • Ability to independently own complex and high-risk operational work, drive resolution across multiple teams, and make sound escalation decisions.
  • Strong customer-facing verbal and written communication skills for technical, operational, and advisory conversations.
  • Experience and ability to "jump on a whiteboard" in front of a customer to develop a solution to a business / technology goal or challenge.
  • Participate in pre-sales activities including scoping, positioning, technology adoption and maturation.
  • Strong documentation discipline, attention to detail, well organized, and respect for change control, service quality, and operational process.
  • Strong working knowledge of identity and access management, RBAC, least privilege, networking fundamentals, security controls, governance, and monitoring concepts.
  • Working knowledge of incident, request, change, problem, major incident, and escalation management in a managed services environment.
  • Ability to mentor others, review technical work, promote standards, and contribute to continuous service improvement.
  • Familiarity with source control, pipelines, infrastructure as code, observability, and related DevOps/SRE concepts as supporting capabilities rather than the primary focus of the role.

$140,000 - $160,000 a year
The compensation range indicated in this posting reflects the On-Target Earnings ("OTE") for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate's relevant experience, qualifications, and geographic location.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Use of AI:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. 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 refer to the Candidate Privacy Notice or contact us at [email protected].
You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview. Candidates will not be penalized for choosing to opt-out.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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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