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Technical Escalation Jobs (NOW HIRING)

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Qualys

Technical Escalation Manager

Raleigh, NC

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Qualys

Technical Escalation Manager

Raleigh, NC

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Jaguar Land Rover

Regional Technical Manager

Mahwah, NJ · On-site

$107K - $150K/yr

Oversee the end-to-end technical escalation process, managing LTS responses and deploying FDS resources efficiently to address complex vehicle issues. * Ensure timely and high-quality technical ...

Velocity1

Escalation Engineer

Chattanooga, TN · On-site

Receive technical escalation tickets and prioritize the client experience. * Monitor network service alerts and respond to critical alerts. * Provide technical support for users via phone, email ...

VOYAGER ACCESS INC

Technical Delivery Lead

Minneapolis, MN · Remote

$95K - $115K/yr

Lead troubleshooting and resolution of escalated technical issues * Support complex installations and occupied-property deployments * Coordinate with installers, vendors, manufacturers, and project ...

OneRail

Technical Support Lead

Orlando, FL · On-site

$64K - $88K/yr

The Technical Support Lead serves as the primary escalation point for complex issues, provides day-to-day guidance to team members, and helps improve the overall effectiveness of the support function ...

Velocity1

Escalation Engineer

Madison, AL · On-site

Receive technical escalation tickets and prioritize the client experience. * Monitor network service alerts and respond to critical alerts. * Provide technical support for users via phone, email ...

OneRail

Technical Support Lead

Orlando, FL · On-site

The Technical Support Lead serves as the primary escalation point for complex issues, provides day-to-day guidance to team members, and helps improve the overall effectiveness of the support function ...

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Technical Escalation information

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$30K

$156.3K

$206K

How much do technical escalation jobs pay per year?

As of Jun 11, 2026, the average yearly pay for technical escalation in the United States is $156,348.00, according to ZipRecruiter salary data. Most workers in this role earn between $116,000.00 and $205,000.00 per year, depending on experience, location, and employer.

What is the difference between Technical Escalation vs Support Engineer?

AspectTechnical EscalationSupport Engineer
Required CredentialsTechnical certifications, relevant technical degreesTechnical certifications, relevant technical degrees
Work EnvironmentHandles complex issues, collaborates with engineering teamsProvides frontline customer support, troubleshooting
Employer & Industry UsageUsed in tech companies, IT service providersCommon across tech, telecom, software companies
Search & Comparison IntentUnderstanding escalation process, advanced troubleshootingCustomer support, issue resolution

While Support Engineers handle initial customer issues and troubleshooting, Technical Escalation specialists focus on resolving complex problems that require advanced technical knowledge and collaboration with engineering teams. Both roles require technical certifications and are vital in tech and IT industries, but they differ mainly in complexity level and escalation responsibilities.

What is a Technical Escalation specialist?

A Technical Escalation specialist is a professional who handles complex technical issues that cannot be resolved by front-line support teams. They act as a point of contact for advanced troubleshooting, often working closely with engineering or product teams to resolve critical incidents or persistent problems. Their role is crucial in ensuring customer satisfaction by providing timely and effective solutions, maintaining communication with stakeholders, and minimizing downtime. Technical Escalation specialists may also document issues and contribute to process improvements to prevent future escalations.

How does a Technical Escalation role typically interact with other teams to resolve complex customer issues?

In a Technical Escalation role, you will frequently collaborate with cross-functional teams such as engineering, product management, and frontline support to resolve high-priority customer issues. This involves gathering detailed information, analyzing the root cause, and coordinating responses to ensure a timely and effective resolution. Clear communication, documentation, and the ability to translate technical details to non-technical stakeholders are essential. You'll often act as the bridge between customers and internal experts, ensuring that issues are resolved and feedback is looped back to improve products and services.

What are the key skills and qualifications needed to thrive as a Technical Escalation Engineer, and why are they important?

To excel as a Technical Escalation Engineer, you need deep technical expertise in relevant software or hardware, strong troubleshooting abilities, and typically a degree in computer science or a related field. Familiarity with ticketing systems, diagnostic tools, and industry certifications such as CompTIA or Microsoft certifications are often expected. Exceptional communication, problem-solving skills, and resilience under pressure help you effectively collaborate and resolve complex issues. These competencies are critical for quickly addressing high-priority problems, ensuring customer satisfaction, and maintaining system reliability.
More about Technical Escalation jobs
What are the most commonly searched types of Technical Escalation jobs? The most popular types of Technical Escalation jobs are:
What job categories do people searching Technical Escalation jobs look for? The top searched job categories for Technical Escalation jobs are:
Technical Escalation jobs near you
Infographic showing various Technical Escalation job openings in the United States as of June 2026, with employment types broken down into 2% Internship, 79% Full Time, 8% Part Time, 4% Temporary, 2% Contract, and 5% Nights. Highlights an 90% Physical, 3% Hybrid, and 7% Remote job distribution, with an average salary of $156,348 per year, or $75.2 per hour.
Technical Escalation Manager

Technical Escalation Manager

Qualys

Raleigh, NC • On-site

Full-time

Posted 9 days ago

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
About the Role
We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform.
In this role, you will act as the primary owner of critical escalations, driving rapid resolution of complex technical problems while ensuring clear communication with enterprise customers and internal stakeholders.
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
  • Own and manage critical (Severity 1 & 2) customer escalations
  • Lead incident response calls (war rooms/bridge calls) with cross-functional teams
  • Act as the single point of contact for escalated customers
  • Drive timely resolution with clear ownership, timelines, and accountability
  • Provide regular technical status updates to customers and internal leadership
  • Coordinate with Engineering and Product teams for bug fixes and feature gaps
  • Translate technical issues into business impact for executive stakeholders
  • Ensure Root Cause Analysis (RCA) is completed for all major incidents
  • Identify and drive improvements in:
    • Escalation processes
    • Knowledge base and troubleshooting playbooks
    • Support readiness and training
  • Partner with Sales and Customer Success to manage at-risk accounts and renewals
  • Track and report on escalation metrics (TTR, SLA, trends)

Required Qualifications
  • 8-10+ years of experience in Technical Support, Escalation Management, or Customer Engineering
  • 3+ years managing high-severity escalations in enterprise SaaS or cybersecurity environments
  • Strong understanding of:
    • Cloud/SaaS architectures
    • Cybersecurity domains (vulnerability management, compliance, web security, patching)
    • Networking fundamentals (TCP/IP, DNS, firewalls)
  • Proven ability to lead under pressure and manage critical incidents
  • Excellent communication and stakeholder management skills
  • Ability to work across global teams and time zones

Qualys is an Equal Opportunity Employer, please see our EEO policy.

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