How To Become An Escalation Engineer: What It Is and Career Path

What is an escalation engineer and how to become one

Updated January 8, 2025

3 min read

Quoted expert

Maryam Farahani

Escalation engineers are responsible for the overall technological improvements of a company. They resolve complex issues related to the technological aptitude of business or company operations.

Working as an escalation engineer, you will be a member of a team of subject matter experts within an organization. You will work together with other departments, such as development and infrastructure, making sure that technological tools are up to date and serve the company's operations to the fullest.

Providing technical support and troubleshooting will be your main responsibilities. You will analyze problems and create documentation of issues related to the work carried out. You will monitor and review escalated issues, recommend solutions for recurring problems, and occasionally participate in training staff on the correct use of equipment.

What general advice would you give to an escalation engineer?

Maryam Farahani

Engineering Instructor, Bakersfield College

Thinking about the fields they want to experience or try. And to be intentional about their job search. The best advice is learning as much as they can about what company offers. Visualizing themselves in the next 5 years as a starting point. Do they want to travel a lot, or be in management positions? Do they want to be subject matter expert, or a hands-on engineer or technologist? Their goal may change as they progress in their career but having one makes a big difference in their career choices and keeping them on track.

ScoreEscalation EngineerUS Average

Salary

7.8

Avg. Salary $109,368

Avg. Salary $59,228

Stability level

5.7

Growth rate 5%

Growth rate 0.3%

Diversity

3.6

Race

American Indian and Alaska Native 0.31%

Asian 13.21%

Black or African American 8.04%

Hispanic or Latino 11.76%

Unknown 5.01%

White 61.66%

Gender

female 8.29%

male 91.71%

Age - 42

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 42

Stress level

5.7

Stress level is manageable

7.1 - high

Complexity level

6.7

Complexity level is challenging

7 - challenging

Work life balance

7.1

Work life balance is good

6.4 - fair

Key steps to become an escalation engineer

Explore escalation engineer education requirements

Most common escalation engineer degrees

Bachelor's

61.8 %

Associate

19.9 %

Master's

11.1 %

Start to develop specific escalation engineer skills

Skills	Percentages
Cloud	9.99%
Azure	7.45%
Linux	4.89%
Java	4.29%
Troubleshoot	3.98%

Complete relevant escalation engineer training and internships

Accountants spend an average of 3-6 months on post-employment, on-the-job training. New escalation engineers learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as an escalation engineer based on U.S. Bureau of Labor Statistics data and data from real escalation engineer resumes.

Research escalation engineer duties and responsibilities

Create Powershell and PowerCli scripts to automate tasks for maintaining and troubleshooting the ESXi hosts.
Manage VDI environment, configure XD (pervasive desktop) vs XA (non-pervasive laptop) environments.
Maintain, monitor, manage and right size the VM environment using industry virtualization tools on a daily basis.
Deploy DDC and provisioning services, as well as deployed VDI.

Prepare your escalation engineer resume

When your background is strong enough, you can start writing your escalation engineer resume.

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