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Technical Escalation Jobs (NOW HIRING)

S1 Technology

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Technical Support Lead

Lafayette, LA · On-site

Serve as a technical escalation point for the support team, tackling advanced endpoint, networking, and cloud infrastructure issues. * Audit and update client configurations within tools like IT Glue ...

S1 Technology

Be Seen First

Technical Support Lead

Lafayette, LA · On-site

Serve as a technical escalation point for the support team, tackling advanced endpoint, networking, and cloud infrastructure issues. * Audit and update client configurations within tools like IT Glue ...

Hercules

Technical Community Lead

$80K - $180K/yr

Forum ownership + support routing: ensure every thread gets answered or redirected correctly (docs, support ticket, technical escalation) * Hands-on technical help: help users build apps, debug ...

Hercules

Technical Community Lead

San Francisco, CA · On-site

$80K - $180K/yr

Forum ownership + support routing: ensure every thread gets answered or redirected correctly (docs, support ticket, technical escalation) * Hands-on technical help: help users build apps, debug ...

ThyssenKrupp

Technical

Kennesaw, GA · On-site

$27 - $35/hr

Act as the technical escalation point for operators and supervisors on the floor * Train and coach brake press operators on setup, operation, safety, and quality standards * Build bench strength ...

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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.

Senior Technical Lead - Identity & Access Services

TechSur Solutions

Reston, VA • On-site

Full-time

Posted yesterday

Job description

Company Description
TechSur Solutions is a digital services company whose mission is to enable digital transformation for our customers to improve quality and efficiency. Based in the DC metropolitan area, TechSur specializes in advanced cloud services, modernization for both IT structures and applications, leveraging Agile development, and Data Analytics. Since we were formed in August of 2016, we have supported multiple impactful and exciting government programs.
Job Description
TechSur Solutions is seeking a highly capable Senior Technical Lead - Identity & Access Services to support a large federal enterprise environment. This individual will provide technical leadership and operational oversight for secure authentication and identity-related services supporting enterprise users and mission systems.
The ideal candidate combines strong technical depth in identity and access management (IAM), authentication technologies, and enterprise security architecture with demonstrated leadership experience guiding technical teams, coordinating cross-functional efforts, and driving operational excellence.
This role serves as a senior escalation point for complex authentication and access challenges while helping shape the strategic direction, implementation standards, and support model for enterprise identity services.
Key Responsibilities
Technical Leadership & Team Coordination
  • Provide day-to-day technical leadership for engineering and support activities related to enterprise authentication and identity services.
  • Lead technical troubleshooting efforts and coordinate resolution of high-priority operational incidents and escalations.
  • Mentor and guide engineers and support personnel on best practices, standards, and operational procedures.
  • Coordinate with project managers, technical writers, cybersecurity personnel, and partner organizations to ensure successful delivery and support operations.

Identity & Access Engineering
  • Design, implement, enhance, and maintain secure authentication and identity management solutions within a complex enterprise environment.
  • Support integration of authentication technologies with enterprise applications, infrastructure platforms, cloud environments, and remote access solutions.
  • Evaluate and recommend improvements to identity services architecture, operational workflows, and user experience.
  • Support modernization initiatives involving secure access technologies, conditional access, identity federation, and cloud-based authentication capabilities.

Operational Oversight & Escalation Management
  • Serve as a senior technical escalation point for authentication, access, and identity-related issues.
  • Coordinate Tier 3 support activities and ensure timely resolution of operational problems.
  • Identify recurring issues, support gaps, and process improvement opportunities; develop corrective action strategies.
  • Assist in developing support procedures, operational standards, and service documentation.

Security & Compliance
  • Ensure solutions align with federal cybersecurity standards and enterprise security policies, including NIST, FISMA, Zero Trust, and related guidance.
  • Collaborate with cybersecurity stakeholders to identify and mitigate risks associated with authentication and access management.
  • Participate in security reviews, audits, compliance activities, and operational readiness assessments.

Documentation & Stakeholder Engagement
  • Develop and maintain technical documentation, implementation guides, SOPs, knowledge articles, FAQs, and operational procedures.
  • Communicate technical concepts clearly to both technical and non-technical stakeholders.
  • Support end-user adoption efforts through guidance, training support, and operational communications.

Qualifications
Required Qualifications
  • Minimum 7+ years of experience supporting enterprise identity, authentication, or cybersecurity technologies.
  • Demonstrated experience serving in a technical lead, senior engineer, or escalation lead capacity.
  • Strong understanding of Identity & Access Management (IAM) principles, including authentication, authorization, federation, and identity lifecycle management.
  • Experience supporting secure authentication technologies in enterprise environments.
  • Experience integrating authentication solutions with cloud and enterprise platforms.
  • Strong troubleshooting and analytical skills within complex operational environments.
  • Experience supporting environments governed by federal cybersecurity standards and compliance requirements.
  • Ability to coordinate across technical, operational, and business stakeholders.
  • Strong written and verbal communication skills.

Preferred Qualifications
  • Experience supporting federal civilian agencies or government contractor environments.
  • Familiarity with Zero Trust Architecture initiatives and enterprise access modernization.
  • Experience with cloud identity and access technologies in Azure, AWS, or hybrid environments.
  • Experience supporting enterprise authentication platforms, federation services, or secure remote access technologies.
  • Scripting or automation experience using PowerShell, Python, or similar languages.
  • Relevant certifications such as CISSP, CISM, Security+, Azure Security Engineer, or equivalent.

Education
  • Bachelor's degree in Computer Science, Cybersecurity, Information Systems, or related field.
  • Equivalent combination of education, certifications, and relevant experience may be considered.

Additional Information
All your information will be kept confidential according to EEO guidelines.

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