ZipRecruiter

Log In

1

Support Escalation Engineer Jobs (NOW HIRING)

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

Cisco

Technical Lead- Escalation Engineer

San Jose, CA · On-site

$151K - $222K/yr

Troubleshoots and files bugs or works through software issues if required to support customers ... Influences software and/or hardware engineering roadmaps. Guides in the development and ...

previous page

Showing results 41-60

All JobsSupport Escalation Engineer Jobs

Support Escalation Engineer information

See salary details

$16

$39

$68

How much do support escalation engineer jobs pay per hour?

As of Aug 15, 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 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.

Technical Support Analyst

CloudShare

Denver, CO • On-site

$60K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 13 days ago

Job description

CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments.
We are looking for a customer-focused and technically skilled Technical Support Analyst to join our growing global team. In this role, you will provide high-quality technical support and troubleshooting assistance to customers using CloudShare's virtual lab and cloud environment platform. You will work closely with customers, Customer Success, Product, and Engineering teams to resolve technical issues, improve the customer experience, and ensure customers get the most value from our platform.
The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment.
Responsibilities:
  • Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels.
  • Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issues.
  • Take ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused manner.
  • Collaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when needed.
  • Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality.
  • Monitor customer environments and identify recurring issues, trends, and opportunities for improvement.
  • Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles.
  • Support internal processes and contribute to improving support workflows, tools, and overall customer experience.
  • Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features.
  • Ensure timely communication and updates to customers throughout the support process.

Requirements:
  • 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 working in a SaaS, cloud, or enterprise software environment.
  • Strong troubleshooting and analytical problem-solving skills.
  • Technical aptitude with the ability to quickly learn new technologies and systems.
  • Proven experience in troubleshooting and configuring networking (routing/DNS), operating systems (Windows/Linux), and virtual machine/hardware configurations in a cloud environment.
  • Ability to prioritize, manage, and escalate customer issues effectively when needed.
  • Excellent written and verbal communication skills in English, with the ability to clearly explain technical solutions to customers.
  • Customer-oriented mindset with a proactive, positive, and service-focused approach.
  • Comfortable working cross-functionally with Customer Success, Product, Engineering, and other internal teams.
  • Experience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools - advantage.
  • Highly organized, detail-oriented, and able to work effectively in a fast-paced environment.

Benefits:
We offer a competitive compensation package including:
  • Medical, Dental, Vision benefits
  • 401K
  • Flexible PTO
  • 12 Paid Holidays
  • Hybrid work (3 days in office) with modern downtown Denver location
  • Free Parking
  • Onsite Gym

Compensation Range: $60,000 annual base salary + 10% discretionary annual bonus.

Apply