Escalation Engineer Jobs
Escalation Engineer jobs are open across cloud infrastructure, enterprise software, cybersecurity, and managed services, at every level from associate to staff and principal, with specializations in technical support engineering, incident management, and customer-facing escalation resolution. Find a role that fits below and apply directly.
Find Escalation Engineer JobsOverview
Open roles11
Top stateTexas
Top employerECI
Top cityDallas, TX
Work type43% Remote
Top industryTechnology
Showing 5 of 11+ Escalation Engineer jobs
Senior Network Escalation Engineer
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Added 1w ago
ECI
Senior Network Escalation Engineer
New York, New York
Added 1w ago
Network Svcs Escalation - Network Escalation Engineer
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Added 1w ago
ECI
Network Svcs Escalation - Network Escalation Engineer
New York, New York
Added 1w ago
Network Escalation Engineer
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Added 1w ago
IP Pathways
Network Escalation Engineer
Overland Park, Kansas
Added 1w ago
Lead Escalation Engineer (San Jose, CA)
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Added 1w ago
Hewlett Packard Enterprise | HPE
Lead Escalation Engineer (San Jose, CA)
San Jose, California
Added 1w ago
Associate Escalation Engineer
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Added 3w ago
Corelight
Associate Escalation Engineer
San Francisco, California
Added 3w ago
Added 1w ago
Senior Network Escalation Engineer
ECI·New York, New York
Job functions:
Bachelor's degree
501-1,000 employees
Job Description
About ECI
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
Position Summary
As a Senior Network Engineer at ECI, you will work within a global team managing client network infrastructure as part of an integrated, proactive service spanning observability and operations through architecture and resiliency. You will resolve complex incidents, deliver network changes, investigate recurring problems, and improve reliability through automation, assessment, and knowledge sharing. Working with engineering, architecture, security, and service teams, you will help prevent issues, strengthen operational readiness, and enable colleagues to handle routine work safely.
This is an onsite role within a global, follow-the-sun team providing 24x7 coverage. Working days and hours vary by location and assigned rotation, with some flexibility required to support coordinated global coverage.
Position Responsibilities
Support global service coverage with clear handoffs documenting client impact, diagnostic evidence, next actions, and ownership.
Resolve complex routing, switching, wireless, firewall, VPN, certificate, and performance issues within approved standards; escalate high-risk or nonstandard decisions to technical leadership.
Investigate recurring incidents, document root cause findings and corrective actions, and coordinate with technical teams, vendors, and carriers to deliver lasting fixes.
Provide accurate impact, recovery, and remediation updates to incident coordinators and client-facing teams, supporting clear communication without owning the wider incident or client relationship.
Validate network assessments and automated findings against technical evidence, prioritize compliance, vulnerability, and lifecycle risks, and track remediation. Use manual review where automation is unproven and follow security policy for corrective actions.
Plan and execute complex changes, maintenance, and upgrades with risk assessment, testing, rollback, and post-change validation under approved change controls.
Implement approved designs, office deployments, VPN solutions, and network refreshes. Partner with architecture and delivery teams to ensure resiliency, observability, supportability, and readiness for ongoing operations.
Support client onboarding, offboarding, and service transitions by validating inventory, access, monitoring, documentation, and support ownership.
Enable shift-left by developing tested runbooks and mentoring colleagues to handle routine work safely, with appropriate access, training, rollback steps, escalation guidance, and outcome checks.
Identify automation opportunities and work with development teams on requirements, acceptance testing, adoption, and measurable benefits. Use approved AI tools for troubleshooting, documentation, and scripting with human review and client-data protection.
Contribute recommendations to service reviews and deliver planned reliability improvements that reduce repeat incidents, manual effort, change failures, and network risk.
Position Requirements
Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.
At least 8 years of network support and project delivery experience, including complex troubleshooting, controlled changes, and reliability improvement.
Strong experience applying ITIL best practices for incident management, change enablement, and problem management.
Expert level technical certifications such as CCIE or training equivalent.
Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate networking equipment.
Working experience with Palo Alto Panorama for centralized firewall policy management, change implementation, and troubleshooting.
Advanced troubleshooting across routing, switching, wireless, firewalls, VPNs (GlobalProtect and AnyConnect), certificates, and network performance.
Strong understanding of networking protocols, security principles, and best practices
Experience delivering network changes and approved designs, including risk assessment, testing, rollback, and transition to support.
Clear written and verbal communication, strong client-service skills, and the ability to explain technical issues and manage expectations.
Ability to write tested runbooks, mentor colleagues, and collaborate across global engineering and service teams.
Self-motivated, adaptable, and able to prioritize competing demands in a fast-paced team environment.
Strong analytical skills and attention to detail in root cause investigation, network assessments, and risk prioritization.
Practical experience with ServiceNow for incident, problem, change, and request management, plus network monitoring and observability, scripting or workflow automation, and acceptance testing; ability to validate AI-assisted work and protect client data.
Bonus points if you have:
FortiGate certification
Experience with automation and infrastructure-as-code tools such as Ansible, Rundeck, and Terraform
Experience with LogicMonitor monitoring and Microsoft Azure networking or cloud infrastructure
Experience with Managed Service Providers (MSP)
Financial Services Industry experience
Working Conditions
Ability to work in an independent environment with moderate supervision
Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
Occasional schedule adjustments or additional hours may be required for planned maintenance, project delivery, or service incidents, depending on local coverage arrangements.
Ability to travel for business when necessary.
Ability to be flexible and successfully respond to multiple work pressures
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
About ECI
ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally.
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and the range for this role is a maximum of $130,000 annually (depending on experience & location), plus variable with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!!
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
Position Summary
As a Senior Network Engineer at ECI, you will work within a global team managing client network infrastructure as part of an integrated, proactive service spanning observability and operations through architecture and resiliency. You will resolve complex incidents, deliver network changes, investigate recurring problems, and improve reliability through automation, assessment, and knowledge sharing. Working with engineering, architecture, security, and service teams, you will help prevent issues, strengthen operational readiness, and enable colleagues to handle routine work safely.
This is an onsite role within a global, follow-the-sun team providing 24x7 coverage. Working days and hours vary by location and assigned rotation, with some flexibility required to support coordinated global coverage.
Position Responsibilities
Support global service coverage with clear handoffs documenting client impact, diagnostic evidence, next actions, and ownership.
Resolve complex routing, switching, wireless, firewall, VPN, certificate, and performance issues within approved standards; escalate high-risk or nonstandard decisions to technical leadership.
Investigate recurring incidents, document root cause findings and corrective actions, and coordinate with technical teams, vendors, and carriers to deliver lasting fixes.
Provide accurate impact, recovery, and remediation updates to incident coordinators and client-facing teams, supporting clear communication without owning the wider incident or client relationship.
Validate network assessments and automated findings against technical evidence, prioritize compliance, vulnerability, and lifecycle risks, and track remediation. Use manual review where automation is unproven and follow security policy for corrective actions.
Plan and execute complex changes, maintenance, and upgrades with risk assessment, testing, rollback, and post-change validation under approved change controls.
Implement approved designs, office deployments, VPN solutions, and network refreshes. Partner with architecture and delivery teams to ensure resiliency, observability, supportability, and readiness for ongoing operations.
Support client onboarding, offboarding, and service transitions by validating inventory, access, monitoring, documentation, and support ownership.
Enable shift-left by developing tested runbooks and mentoring colleagues to handle routine work safely, with appropriate access, training, rollback steps, escalation guidance, and outcome checks.
Identify automation opportunities and work with development teams on requirements, acceptance testing, adoption, and measurable benefits. Use approved AI tools for troubleshooting, documentation, and scripting with human review and client-data protection.
Contribute recommendations to service reviews and deliver planned reliability improvements that reduce repeat incidents, manual effort, change failures, and network risk.
Position Requirements
Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.
At least 8 years of network support and project delivery experience, including complex troubleshooting, controlled changes, and reliability improvement.
Strong experience applying ITIL best practices for incident management, change enablement, and problem management.
Expert level technical certifications such as CCIE or training equivalent.
Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate networking equipment.
Working experience with Palo Alto Panorama for centralized firewall policy management, change implementation, and troubleshooting.
Advanced troubleshooting across routing, switching, wireless, firewalls, VPNs (GlobalProtect and AnyConnect), certificates, and network performance.
Strong understanding of networking protocols, security principles, and best practices
Experience delivering network changes and approved designs, including risk assessment, testing, rollback, and transition to support.
Clear written and verbal communication, strong client-service skills, and the ability to explain technical issues and manage expectations.
Ability to write tested runbooks, mentor colleagues, and collaborate across global engineering and service teams.
Self-motivated, adaptable, and able to prioritize competing demands in a fast-paced team environment.
Strong analytical skills and attention to detail in root cause investigation, network assessments, and risk prioritization.
Practical experience with ServiceNow for incident, problem, change, and request management, plus network monitoring and observability, scripting or workflow automation, and acceptance testing; ability to validate AI-assisted work and protect client data.
Bonus points if you have:
FortiGate certification
Experience with automation and infrastructure-as-code tools such as Ansible, Rundeck, and Terraform
Experience with LogicMonitor monitoring and Microsoft Azure networking or cloud infrastructure
Experience with Managed Service Providers (MSP)
Financial Services Industry experience
Working Conditions
Ability to work in an independent environment with moderate supervision
Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
Occasional schedule adjustments or additional hours may be required for planned maintenance, project delivery, or service incidents, depending on local coverage arrangements.
Ability to travel for business when necessary.
Ability to be flexible and successfully respond to multiple work pressures
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
About ECI
ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally.
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and the range for this role is a maximum of $130,000 annually (depending on experience & location), plus variable with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!!
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!
ECI
Senior Network Escalation Engineer
New York, New York
Added 1w ago501-1,000 employees
Job functions:
Bachelor's degree
Job Description
About ECI
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
Position Summary
As a Senior Network Engineer at ECI, you will work within a global team managing client network infrastructure as part of an integrated, proactive service spanning observability and operations through architecture and resiliency. You will resolve complex incidents, deliver network changes, investigate recurring problems, and improve reliability through automation, assessment, and knowledge sharing. Working with engineering, architecture, security, and service teams, you will help prevent issues, strengthen operational readiness, and enable colleagues to handle routine work safely.
This is an onsite role within a global, follow-the-sun team providing 24x7 coverage. Working days and hours vary by location and assigned rotation, with some flexibility required to support coordinated global coverage.
Position Responsibilities
Support global service coverage with clear handoffs documenting client impact, diagnostic evidence, next actions, and ownership.
Resolve complex routing, switching, wireless, firewall, VPN, certificate, and performance issues within approved standards; escalate high-risk or nonstandard decisions to technical leadership.
Investigate recurring incidents, document root cause findings and corrective actions, and coordinate with technical teams, vendors, and carriers to deliver lasting fixes.
Provide accurate impact, recovery, and remediation updates to incident coordinators and client-facing teams, supporting clear communication without owning the wider incident or client relationship.
Validate network assessments and automated findings against technical evidence, prioritize compliance, vulnerability, and lifecycle risks, and track remediation. Use manual review where automation is unproven and follow security policy for corrective actions.
Plan and execute complex changes, maintenance, and upgrades with risk assessment, testing, rollback, and post-change validation under approved change controls.
Implement approved designs, office deployments, VPN solutions, and network refreshes. Partner with architecture and delivery teams to ensure resiliency, observability, supportability, and readiness for ongoing operations.
Support client onboarding, offboarding, and service transitions by validating inventory, access, monitoring, documentation, and support ownership.
Enable shift-left by developing tested runbooks and mentoring colleagues to handle routine work safely, with appropriate access, training, rollback steps, escalation guidance, and outcome checks.
Identify automation opportunities and work with development teams on requirements, acceptance testing, adoption, and measurable benefits. Use approved AI tools for troubleshooting, documentation, and scripting with human review and client-data protection.
Contribute recommendations to service reviews and deliver planned reliability improvements that reduce repeat incidents, manual effort, change failures, and network risk.
Position Requirements
Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.
At least 8 years of network support and project delivery experience, including complex troubleshooting, controlled changes, and reliability improvement.
Strong experience applying ITIL best practices for incident management, change enablement, and problem management.
Expert level technical certifications such as CCIE or training equivalent.
Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate networking equipment.
Working experience with Palo Alto Panorama for centralized firewall policy management, change implementation, and troubleshooting.
Advanced troubleshooting across routing, switching, wireless, firewalls, VPNs (GlobalProtect and AnyConnect), certificates, and network performance.
Strong understanding of networking protocols, security principles, and best practices
Experience delivering network changes and approved designs, including risk assessment, testing, rollback, and transition to support.
Clear written and verbal communication, strong client-service skills, and the ability to explain technical issues and manage expectations.
Ability to write tested runbooks, mentor colleagues, and collaborate across global engineering and service teams.
Self-motivated, adaptable, and able to prioritize competing demands in a fast-paced team environment.
Strong analytical skills and attention to detail in root cause investigation, network assessments, and risk prioritization.
Practical experience with ServiceNow for incident, problem, change, and request management, plus network monitoring and observability, scripting or workflow automation, and acceptance testing; ability to validate AI-assisted work and protect client data.
Bonus points if you have:
FortiGate certification
Experience with automation and infrastructure-as-code tools such as Ansible, Rundeck, and Terraform
Experience with LogicMonitor monitoring and Microsoft Azure networking or cloud infrastructure
Experience with Managed Service Providers (MSP)
Financial Services Industry experience
Working Conditions
Ability to work in an independent environment with moderate supervision
Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
Occasional schedule adjustments or additional hours may be required for planned maintenance, project delivery, or service incidents, depending on local coverage arrangements.
Ability to travel for business when necessary.
Ability to be flexible and successfully respond to multiple work pressures
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
About ECI
ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally.
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and the range for this role is a maximum of $130,000 annually (depending on experience & location), plus variable with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!!
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
Position Summary
As a Senior Network Engineer at ECI, you will work within a global team managing client network infrastructure as part of an integrated, proactive service spanning observability and operations through architecture and resiliency. You will resolve complex incidents, deliver network changes, investigate recurring problems, and improve reliability through automation, assessment, and knowledge sharing. Working with engineering, architecture, security, and service teams, you will help prevent issues, strengthen operational readiness, and enable colleagues to handle routine work safely.
This is an onsite role within a global, follow-the-sun team providing 24x7 coverage. Working days and hours vary by location and assigned rotation, with some flexibility required to support coordinated global coverage.
Position Responsibilities
Support global service coverage with clear handoffs documenting client impact, diagnostic evidence, next actions, and ownership.
Resolve complex routing, switching, wireless, firewall, VPN, certificate, and performance issues within approved standards; escalate high-risk or nonstandard decisions to technical leadership.
Investigate recurring incidents, document root cause findings and corrective actions, and coordinate with technical teams, vendors, and carriers to deliver lasting fixes.
Provide accurate impact, recovery, and remediation updates to incident coordinators and client-facing teams, supporting clear communication without owning the wider incident or client relationship.
Validate network assessments and automated findings against technical evidence, prioritize compliance, vulnerability, and lifecycle risks, and track remediation. Use manual review where automation is unproven and follow security policy for corrective actions.
Plan and execute complex changes, maintenance, and upgrades with risk assessment, testing, rollback, and post-change validation under approved change controls.
Implement approved designs, office deployments, VPN solutions, and network refreshes. Partner with architecture and delivery teams to ensure resiliency, observability, supportability, and readiness for ongoing operations.
Support client onboarding, offboarding, and service transitions by validating inventory, access, monitoring, documentation, and support ownership.
Enable shift-left by developing tested runbooks and mentoring colleagues to handle routine work safely, with appropriate access, training, rollback steps, escalation guidance, and outcome checks.
Identify automation opportunities and work with development teams on requirements, acceptance testing, adoption, and measurable benefits. Use approved AI tools for troubleshooting, documentation, and scripting with human review and client-data protection.
Contribute recommendations to service reviews and deliver planned reliability improvements that reduce repeat incidents, manual effort, change failures, and network risk.
Position Requirements
Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.
At least 8 years of network support and project delivery experience, including complex troubleshooting, controlled changes, and reliability improvement.
Strong experience applying ITIL best practices for incident management, change enablement, and problem management.
Expert level technical certifications such as CCIE or training equivalent.
Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate networking equipment.
Working experience with Palo Alto Panorama for centralized firewall policy management, change implementation, and troubleshooting.
Advanced troubleshooting across routing, switching, wireless, firewalls, VPNs (GlobalProtect and AnyConnect), certificates, and network performance.
Strong understanding of networking protocols, security principles, and best practices
Experience delivering network changes and approved designs, including risk assessment, testing, rollback, and transition to support.
Clear written and verbal communication, strong client-service skills, and the ability to explain technical issues and manage expectations.
Ability to write tested runbooks, mentor colleagues, and collaborate across global engineering and service teams.
Self-motivated, adaptable, and able to prioritize competing demands in a fast-paced team environment.
Strong analytical skills and attention to detail in root cause investigation, network assessments, and risk prioritization.
Practical experience with ServiceNow for incident, problem, change, and request management, plus network monitoring and observability, scripting or workflow automation, and acceptance testing; ability to validate AI-assisted work and protect client data.
Bonus points if you have:
FortiGate certification
Experience with automation and infrastructure-as-code tools such as Ansible, Rundeck, and Terraform
Experience with LogicMonitor monitoring and Microsoft Azure networking or cloud infrastructure
Experience with Managed Service Providers (MSP)
Financial Services Industry experience
Working Conditions
Ability to work in an independent environment with moderate supervision
Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
Occasional schedule adjustments or additional hours may be required for planned maintenance, project delivery, or service incidents, depending on local coverage arrangements.
Ability to travel for business when necessary.
Ability to be flexible and successfully respond to multiple work pressures
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
About ECI
ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally.
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and the range for this role is a maximum of $130,000 annually (depending on experience & location), plus variable with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!!
ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!
See All 11 Escalation Engineer Jobs
Find roles that match your experience and apply in just a few clicks.
Find Escalation Engineer JobsEscalation Engineer Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
What Employers Look For
The qualifications that appear most often in escalation engineer jobs.
- Three or more years of technical support or systems engineering experience in a tiered environment
- Proficiency diagnosing issues across networks, cloud platforms, or enterprise software stacks
- Experience with incident management frameworks such as ITIL or equivalent structured escalation processes
- Strong written and verbal communication skills for cross-functional handoffs and customer-facing updates
- Familiarity with ticketing and case management systems used in enterprise support operations
- Bachelor's degree in computer science, information technology, or a related technical field
Tips for Your Escalation Engineer Job Search
Tailor your resume to escalation depth
Hiring managers want to see how far escalations went, not just that you handled them. Describe the tier you owned, the systems involved, and how you resolved issues that front-line teams couldn't close. Specificity here separates you from generalist support candidates.
Apply early to roles that fit
Migrate Mate lists escalation engineer openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Lead with incident management credentials
Certifications like ITIL, Cisco CCNP, or AWS SysOps signal you understand structured escalation workflows, not just troubleshooting. Add these to your resume header and your cover letter opening so they're visible before a recruiter reads your experience section.
Target job postings by product stack
Escalation engineer roles differ significantly by platform. Search using the product name alongside the title, such as the cloud provider or enterprise platform, to find postings where your hands-on experience with that stack is a direct match rather than a general fit.
Prepare for technical triage interview rounds
Many escalation engineer interviews include a live scenario where you diagnose a vague customer complaint under time pressure. Practice walking an interviewer through your decision tree out loud, naming the data you'd pull and when you'd loop in engineering versus resolving independently.
Negotiate on-call terms before accepting
Escalation roles often carry on-call rotations that don't appear in job postings. Ask directly about rotation frequency, response-time expectations, and whether on-call hours count toward overtime before you discuss base compensation, so you're comparing total workload across offers.
Escalation Engineer Jobs: Frequently Asked Questions
Which companies are hiring the most escalation engineers?
The most active employers for escalation engineers right now are ECI, Abacus, and Celestica, and the most openings are in Texas, New York, and California, based on current listings on Migrate Mate as of November 2026. Demand is concentrated at cloud providers, enterprise software vendors, and managed security service firms.
How many escalation engineer jobs are remote?
About 71% of escalation engineer openings are fully remote or hybrid as of November 2026, reflecting the role's focus on asynchronous case management and cross-team coordination rather than on-site hardware access. Fully remote arrangements are most common in cloud support and software-as-a-service environments, where all diagnostic tools are accessible remotely.
How do you become an escalation engineer?
Start in a front-line technical support or help desk role to build foundational troubleshooting skills and familiarity with ticketing workflows. Move into a tier-two or senior support position where you own complex cases end to end. Earning an ITIL foundation certification and demonstrating cross-functional communication skills, such as writing clear engineering handoff notes, positions you for escalation engineer roles. Building depth in one product ecosystem, like a major cloud platform or enterprise network vendor, accelerates the transition.
Can I get an escalation engineer job with little or no experience?
Entry-level escalation engineer roles are uncommon, but you can bridge the gap by working two or three years in tiered technical support, documenting complex cases you resolved, and earning relevant certifications. Applying to associate or junior escalation engineer titles at mid-size software companies, where the role is more structured for newer hires, is a more realistic entry point than targeting senior roles at large enterprises from the start.
What does the escalation engineer interview process look like?
Most escalation engineer interviews include a recruiter screen focused on your support background, followed by a technical round where you walk through a past complex case or diagnose a scenario live. A hiring manager round typically probes your judgment on when to escalate versus resolve independently and how you manage communication under pressure. Some companies add a cross-functional panel with engineering or customer success stakeholders to assess how you collaborate across teams.
Where can I find and apply to escalation engineer jobs?
You can find and apply to escalation engineer jobs on Migrate Mate, which lists current openings from across the United States in one place. Search by role, location, or work arrangement to find positions that match your experience level and technical background, then apply directly to each listing that fits.
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