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Support Escalation Engineer Jobs (NOW HIRING)

Celestica

Senior Staff Escalation Engineer

Richardson, TX · On-site

$160K - $212K/yr

We are seeking a Senior Staff Escalation Engineer to serve as a principal technical authority ... To support mission-critical global operations (North America & Europe hours), participation in a ...

Celestica

Senior Staff Escalation Engineer

San Jose, CA · On-site

$175K - $243K/yr

We are seeking a Senior Staff Escalation Engineer to serve as a principal technical authority ... To support mission-critical global operations (North America & Europe hours), participation in a ...

Albi

Escalation Engineer (Ref#IM0426)

Chicago, IL · On-site

$80 - $120/hr

Coordinate with engineering and product teams to address customer‑facing escalations and systemic ... Develop tools, scripts, and documentation to enhance internal support workflows and reduce ...

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Support Escalation Engineer information

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How much do support escalation engineer jobs pay per hour?

As of Sep 6, 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.

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.

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 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.

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.

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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 August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% 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.

Technical Escalation Engineer (Third Shift)

VAST Data

Lehi, UT • On-site

Full-time

Re-posted 11 days ago

Job description

Description
VAST Data is looking for a Technical Escalation Engineer to join our growing team!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"VAST's data management vision is the future of the market." - Forbes
VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company's growth and at a pivotal point in computing history.
Summary
As a Technical Escalation Engineer, you will be responsible for monitoring and maintaining the health and performance of our fleet of installed clusters. You will work in a 24/7 network operations center-style environment, ensuring the availability, reliability, and security of services. This role involves real-time monitoring, incident detection, incident management, incident resolution, and clear written and verbal communication with other teams and stakeholders.
The Role
  • Monitor clusters using internal monitoring tools to detect and troubleshoot issues promptly.
  • Respond to alerts and incidents in a timely manner, following standard operating procedures (SOPs) and escalation processes.
  • Perform initial investigation and diagnosis of problems, escalating complex issues to support.
  • Document incidents, including their details, troubleshooting steps, and resolutions in the incident tracking system.
  • Collaborate with other teams, including Support, R&D, Account teams, and customers to ensure effective incident resolution and communication.
  • Conduct routine checks and audits to identify potential problems or vulnerabilities.
  • Assist with the implementation of changes and updates to the infrastructure as directed by team leads.
  • Assist with writing Root Cause Analysis documentation, and delivering to customers within prescribed timelines.
  • Participate in shift-based work schedules, including nights, weekends, and holidays, to provide 24/7 coverage.
  • Maintain up-to-date knowledge of VAST Data Platform technologies via prescribed hands-on training modules.
  • Adhere to security protocols and ensure the confidentiality, integrity, and availability of network and system data.
  • Provide excellent customer service to internal and external stakeholders during incident resolution and communication.

Requirements
  • Proven experience as a NOC Operator or in a similar network monitoring role is preferred.
  • Superior communication skills, both written and verbal, to interact with technical and non-technical stakeholders.
  • Strong understanding of networking concepts, protocols, and technologies (TCP/IP, SNMP, DHCP, DNS, etc.).
  • Ability to work independently and collaboratively in a team-based environment.
  • Excellent problem-solving and analytical skills, with the ability to multitask effectively.
  • Willingness to work in a 24/7 shift-based environment, including nights, weekends, and holidays. Option for Wednesday - Saturday shift, Sunday -Wednesday, or Monday - Friday.
  • Detail-oriented and committed to maintaining accurate documentation.
  • Demonstrated commitment to continuous learning and self-improvement

Apply