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Support Escalation Engineer Jobs (NOW HIRING)

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · Hybrid

... with engineering and product teams to address customer-facing escalations and systemic issues ... support workflows and reduce time-to-resolution Design and implement diagnostic procedures to ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

... with engineering and product teams to address customer-facing escalations and systemic issues ... support workflows and reduce time-to-resolution Design and implement diagnostic procedures to ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

... with engineering and product teams to address customer-facing escalations and systemic issues ... support workflows and reduce time-to-resolution Design and implement diagnostic procedures to ...

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 · 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

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 ...

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How much do support escalation engineer jobs pay per hour?

As of Jul 24, 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
Infographic showing various Support Escalation Engineer job openings in the United States as of July 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $82,930 per year, or $39.9 per hour.
Software Escalation Engineer (Python) R&D Morrisville, North Carolina

Software Escalation Engineer (Python) R&D Morrisville, North Carolina

Varonis Systems

Morrisville, NC

Other

Posted 27 days ago

Varonis rating

7.3

Company rating: 7.3 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

158th of 217 rated software companies

Job description

Description

Software Escalation Engineer (Python)

The Company:

Varonis (Nasdaq: VRNS) secures AI and the data that powers it. The Varonis platform gives organizations automated visibility and control over their critical data wherever it lives and ensures safe and trustworthy AI from code to runtime. Backed by 24x7x365 managed detection and response, Varonis gives thousands of organizations worldwide the confidence to adopt AI, reduce data exposure, and stop AI-powered threats.

The Role: We are searching for a highly motivated Escalation Engineer (Tier-IV) to join our growing team! The Escalation Engineer must learn fast and adopt to quickly changing technology and to provide top tier Engineering solution for our product line. This position will focus on investigating customer issues of our products and provide timely resolutions, while collaborating with our development teams and support.

The Escalation Engineer must learn fast and adapt to quickly changing technology in order to provide top-tier support for our product line. This position will investigate customer issues with our products and provide timely resolution while coordinating with our support and development teams.

The Location: We are considering candidates who are able to work by hybrid model, located within physical proximity to Morrisville, NC.

The Responsibilities:

  • Act as the technical point of contact for customerimpacting issues.
  • Investigate and resolve issues in Python services.
  • Analyze behavior across services, databases, messaging, and infrastructure.
  • Perform testing on UI and performance.
  • Drive root cause analysis in collaboration with engineering and infrastructure teams.
  • Provide training and technical guidance to internal teams.

The Requirements:

  • B.Sc. in Computer Science or equivalent from known university. 
  • Minimum of 3 years of experience in developing Enterprise-level Python Applications.
  • Experience working with cloud-native architectures and distributed systems.
  • Experience working with AWS, Azure, or GCP, Docker, Kubernetes, and microservices - Advantage.
  • Knowledge of IT Fundamentals (Networking / Security / Storage).
  • Strong understanding of REST API, scalability, and security concepts (OAuth2, JWT, API Gateways).
  • Experience with relational and NoSQL databases (PostgreSQL, MySQL, MongoDB, Redis).
  • Familiarity with asynchronous processing and messaging systems (RabbitMQ, Kafka) - Advantage.
  • Knowledge of multi-tenant SaaS architectures - Advantage.
  • Familiarity with infrastructure as code and monitoring/observability tools.
  • Hands-on experience with AI projects and applications.
  • Fluent English (written and verbal).
  • Advantageous, not required:
    • Familiarity with additional languages (PHP, Angular/JS, Swift/ObjectiveC, Kotlin/Java).
    • Previous customer-facing technical positions.
    • Provide training and support to internal teams.
    • Familiarity with Datadog. 

We invite you to check out our Instagram Page to gain further insight into the Varonis culture!

@VaronisLife

Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics

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