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Support 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 ... You will deliver exceptional support experiences to some of the world's largest enterprises by ...

Velocity1

Escalation Engineer

Madison, AL · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues ... Provide technical support for users via phone, email, remote or onsite. * Provide support for ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

IT Escalation Engineer, Boston, MA We are seeking IT Escalation Engineer to join a fast growing ... Qualifications: - 2+ years of experience as Tier III support professional acting as the escalation ...

Alkira

Escalation Engineer

San Jose, CA

$100K - $150K/yr

Provide support to troubleshoot and resolve technical issues that have been escalated from customer success team * Identify bugs, test, reproduce, report and work with the Engineers to assist with a ...

Alkira, Inc.

Escalation Engineer

San Jose, CA · On-site

$100K - $150K/yr

Provide support to troubleshoot and resolve technical issues that have been escalated from customer success team * Identify bugs, test, reproduce, report and work with the Engineers to assist with a ...

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 who they land with. This is a Tier 3 role built for engineers who thrive on deep investigation and ...

ZEISS

Global Technical Escalation Engineer

Dublin, CA · On-site +1

Technical Support * Act as the primary point of contact for technical inquiries and integration ... Escalation Engineer, preferably within medical device industry. * High degree of technical ...

ZEISS

Global Technical Escalation Engineer

Dublin, CA · On-site +1

Technical Support * Act as the primary point of contact for technical inquiries and integration ... Escalation Engineer, preferably within medical device industry. * High degree of technical ...

ZEISS

Global Technical Escalation Engineer

OR · On-site +1

Technical Support * Act as the primary point of contact for technical inquiries and integration ... Escalation Engineer, preferably within medical device industry. * High degree of technical ...

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Support Escalation Engineer information

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How much do support escalation engineer jobs pay per hour?

As of Aug 14, 2026, the average hourly pay for support escalation 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.

How does a support escalation engineer typically interact with other teams when resolving complex customer issues?

Support Escalation Engineers often collaborate closely with product development, quality assurance, and operations teams to resolve high-priority or technically challenging customer issues. When a case goes beyond standard troubleshooting, they coordinate with these teams to analyze logs, replicate problems, and implement fixes or workarounds. Effective communication and documentation are essential, as Support Escalation Engineers act as both technical experts and customer advocates, ensuring timely and accurate resolutions while keeping all stakeholders informed throughout the process.

What is the difference between Support Escalation Engineer vs Support Engineer?

AspectSupport Escalation EngineerSupport Engineer
CredentialsTechnical certifications, relevant degreesTechnical certifications, relevant degrees
Work EnvironmentHandles complex issues, collaborates with engineering teamsProvides frontline support, resolves common customer issues
Employer & IndustryTech companies, SaaS providers, hardware vendorsTech companies, service providers, hardware vendors
Search & Comparison IntentUnderstanding advanced support roles, escalation processesBasic support roles, troubleshooting responsibilities

The Support Escalation Engineer focuses on resolving complex technical issues that require advanced troubleshooting and collaboration with engineering teams. In contrast, Support Engineers handle initial customer support, addressing common problems. Both roles require technical skills and certifications, but the Escalation Engineer typically deals with more advanced cases and works closely with product development teams.

What is a support escalation engineer?

A Support Escalation Engineer is a technical expert who handles complex customer issues that cannot be resolved by frontline support teams. They work closely with customers to diagnose, troubleshoot, and resolve advanced technical problems, often involving software, hardware, or cloud services. Support Escalation Engineers collaborate with product development teams to identify bugs or systemic issues and may also help improve support processes. Their role is critical in ensuring customer satisfaction and minimizing downtime for clients experiencing urgent or high-impact technical challenges.

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

To thrive as a Support Escalation Engineer, you need strong troubleshooting skills, in-depth technical knowledge of relevant platforms or products, and a degree in computer science or a related field. Familiarity with ticketing systems, diagnostic tools, scripting languages, and certifications such as Microsoft Certified: Azure Solutions Architect or similar are typically required. Exceptional problem-solving abilities, communication, and customer empathy set top performers apart. These skills ensure timely resolution of complex technical issues, effective customer interactions, and the maintenance of high service standards.
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What job categories do people searching Support Escalation Engineer jobs look for?

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Support Escalation Engineer jobs near you
Infographic showing various Support Escalation Engineer job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% 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.

Escalation Engineer - Dallas

Island

Coppell, TX • On-site, Remote

$76K - $102K/yr

Full-time

Re-posted 27 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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