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Support Escalation Engineer Jobs (NOW HIRING)

SOCOMEC

Local Advanced Support- Engineer

Atlanta, GA · On-site

LAS serves as the primary operational technical escalation coordination layer for field service ... Effective technical communication capability across field personnel, customers, engineering support ...

CloudShare

Technical Support Analyst

Denver, CO · On-site

$60K/yr

Bachelor's or Master's degree in Computer Science or a related field. * 2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role. * Experience ...

CloudShare

Technical Support Analyst

Denver, CO · On-site

$60K/yr

Bachelor's or Master's degree in Computer Science or a related field. * 2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role. * Experience ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience. Key Responsibilities

Qualys

Technical Escalation Manager

Raleigh, NC

You will work closely with Support, Engineering, Product, and Customer Success teams to manage escalations end-to-end, improve processes, and enhance overall customer experience. Key Responsibilities

Cyera

Director of Technical Support

New York, NY · On-site +1

$140K - $180K/yr

Build technical career ladders within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison). * Foster a culture of ownership, analytical rigor, and proactive problem-solving over ...

L7 Solutions

IT Support Technician

Fort Lauderdale, FL · On-site

$42K - $55K/yr

As a Support Technician, you will report to the IT Support Escalation Engineer and work as part of a team that is committed to the future of the organization. You will perform a wide variety of ...

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How much do support escalation engineer jobs pay per hour?

As of Jul 3, 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.
More about Support Escalation Engineer jobs
What job categories do people searching Support Escalation Engineer jobs look for? The top searched job categories for Support Escalation Engineer jobs are:
Support Escalation Engineer jobs near you

Principal Escalation Engineer

PaloAlto Networks

Charlotte, NC • On-site

$147K - $237K/yr

Other

Posted 24 days ago

Job description

Our Mission
At Palo Alto Networks , we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Job Summary
The Team
Engineering - Our engineering team is at the core of our products and connected directly to the mission of preventing cyberattacks. We are constantly innovating - challenging the way we, and the industry, think about cybersecurity. Our engineers don't shy away from building products to solve problems no one has pursued before. We define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.
Job Summary
As a Principal Escalation Engineer, you will hold a highly visible, senior-level position on a growing team. This role requires a blend of customer management and deep technical expertise in telecommunication equipment and internet traffic. You will leverage your background in troubleshooting modern networks and understanding of internet protocols to resolve the most critical technical escalations that reach the executive level.
Key Responsibilities
  • Intercept, assist, and drive highly critical technical escalations that are raised to the executive engineering level.
  • Serve as a primary technical point of contact for executive-level customers, effectively communicating situation status, root cause analysis, and resolution progress.
  • Proactively collaborate with internal account teams to ensure alignment and provide status updates on critical customer issues.
  • Address and clarify complex technical questions during high-stakes customer interactions, ensuring clarity and confidence.
  • Analyze complex network issues, including dynamic routing and security protocols, to identify root causes and deliver robust solutions.
  • Engage in open discussions regarding network design, security architecture, and other technical topics with both technical and non-technical stakeholders.

Qualifications
Required Qualifications
  • BE/B.Tech degree, equivalent technical graduation, or equivalent military experience.
  • Career-level experience in a technical support, service, or troubleshooting-related role within a network security or equipment vendor organization.
  • Demonstrated experience as a technical lead in a relevant area of expertise.
  • Proficiency in configuring and troubleshooting dynamic routing protocols, primarily BGP and OSPF.
  • Strong skills in Layer 1-3 (OSI model) troubleshooting and packet capture analysis using tools like Wireshark.
  • Experience troubleshooting VPNs (IPSec and SSL tunnels) and telecommunications hardware.

Preferred Qualifications
  • Advanced industry certifications such as JNCIE, CCIE, CCNP, or similar.
  • Experience with cloud deployments and solutions in AWS, Google Cloud Platform, Azure, or KVM environments.
  • Programming or scripting knowledge in languages like C, C++, or Python.
  • Proven ability to explain complex technical issues effectively to non-technical audiences.

Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$147,000.00 - $237,500.00/yr
Our Commitment
We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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