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Support Escalation Engineer Jobs (NOW HIRING)

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 ...

XPERTECHS

Escalations Engineer

Columbia, MD

We are seeking a skilled and experienced Escalation Engineer to join our growing team. In this role, you will be responsible for the design, maintenance, and support of server operating systems, line ...

Cooley

Product Support Engineer

Boston, MA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley LLP

Product Support Engineer

San Diego, CA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley LLP

Product Support Engineer

Reston, VA · On-site

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley LLP

Product Support Engineer

New York, NY · On-site

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley

Product Support Engineer

San Francisco, CA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley

Product Support Engineer

Palo Alto, CA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley LLP

Product Support Engineer

Boston, MA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley

Product Support Engineer

Reston, VA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley LLP

Product Support Engineer

Chicago, IL · On-site

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

Cooley

Product Support Engineer

San Diego, CA

Advanced Support & Escalation * Serve as the Level 2+ escalation owner for issues unsolved by ... Partner with engineering to validate fixes and support release readiness Cross-Functional ...

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Support Escalation Engineer information

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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

IT Support Technician

L7 Solutions

Fort Lauderdale, FL • On-site

$42K - $55K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 4 days ago

Job description

IT Support Technician – Launch Your Tech Career with L7 Solutions!

L7 Solutions, a leading IT and cybersecurity provider, is seeking a skilled IT Support Technician to deliver top-tier technical support and ensure seamless IT operations for our clients. In this role, you'll troubleshoot issues, resolve technical challenges, and provide exceptional customer service.

✔ Competitive Pay + Growth Opportunities
✔ Hands-On Experience with Cutting-Edge Technology
✔ Collaborative, Fast-Paced Work Environment

If you’re a problem-solver with a passion for IT, apply today and grow with us!
 

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 IT support, ranging from desktop and peripheral support to server and network issues. You will work directly with clients and internal staff of all technical levels and be driven to provide only the best customer service and support.

Requirements:

  • 2+ years of experience in supporting network connectivity and networking equipment for LAN/WAN topologies, Microsoft Products (i.e. Office 365, Windows OS's), Microsoft Active Directory administration, and internet-related technologies, including registrars, SSL, and hosting providers
  • Technical certifications or training equivalent to A+ and Network+ preferred
  • Prior experience in an MSP or support environment highly desirable
  • Familiarity with server hardware and related technologies such as RAID, iLO, DRAC, bare metal restores, and backup methods considered a plus
  • Experience with LabTech or similar RMM and ConnectWise or similar PSA software desirable
  • Strong work ethic, attention to detail, problem-solving skills, and ability to work well with others
  • Local candidates only

Our benefits package includes medical, dental, and vision insurance, short-term and long-term disability insurance, life insurance, 401K with company match, flexible work from home options, paid vacation, a company-sponsored cell phone, performance-based bonuses, training, and other perks that make this a great place to work, learn, and grow. We also have Friday Happy Hours and quarterly major company events to promote team bonding. 

Responsibilities:

  • Provide remote and on-site support for PCs, networking equipment, servers, and desktop software for small, medium-sized, and enterprise organizations
  • Work directly with clients and internal staff of varying technical abilities
  • Contribute to the maintenance and enhancement of internal systems and customer-facing hosted and cloud environments
  • Participate in projects when needed
  • Contribute to improving the IT environment and providing exceptional customer service and support

Prior experience in an MSP or support environment, server hardware and related tech, LabTech or similar RMM experience, and ConnectWise experience or similar PSA experience are all considered a plus. Only local candidates in Fort Lauderdale, FL need apply.

Benefits:

  • 401K with company match
  • Mobile phone reimbursement
  • Competitive salary based on experience and qualifications
  • Health, vision, and dental benefits included
  • Mileage reimbursement
  • Performance-based incentives
  • Generous bonus levels
  • Full on the job training & support
  • Fun working environment and culture
  • Great opportunity for advancement
  • PTO

Compensation Range: $42.5K - $55K, depending on experience and qualifications.

Join L7 Solutions and be a part of a dynamic team that values innovation, client satisfaction, and professional growth. Apply now and lead our team to new heights!

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