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Become An Escalation Engineer

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Working As An Escalation Engineer

  • Interacting With Computers
  • Getting Information
  • Identifying Objects, Actions, and Events
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Mostly Sitting

  • Repetitive

  • $114,087

    Average Salary

What Does An Escalation Engineer Do At Microsoft Corporation

* Use trace analysis and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs.
* Manage customer relationship that require driving the quickest resolution possible to the customer’s issues and thoroughly documenting case work,.
* May be required to travel on-site to an Enterprise Customer via a ROSS request to work directly with the customer to speed problem resolution and drive favorable customer satisfaction.
* Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
* Collaborate with Tech Leads and other escalation resources when appropriate.
* Assist in reporting software bugs and customer suggestions.
* Periodically lead triage meetings to share knowledge with other engineers and develop customer solutions.
* Consistently shares best practices with team members.
* Act as technical resource for broad and complex issues, and may be assigned as the go-to technical person to moderately strategic accounts.
* Able to develop and deliver “in depth” technical training to other engineers.
* Write complex technical articles for knowledge base.
* Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas

What Does An Escalation Engineer Do At Apollo Staffing

* Provide level 2/3 technical Systems and Network Infrastructure support to Clients based on established procedures through various support mediums (telephone, email and remote) with emphasis on working on critical/challenging issues
* Provide remote services for managed services clients based on established procedures
* Maintain information regarding solutions and client changes in our case management system and network documentation
* Recommend proactive solutions to recurring support issues
* Automate tasks and monitor their effectivenessResolve issues when escalated by troubleshooting cloud and local infrastructureCollaborate with third-party support and service vendors to ensure that the network stays operationalInstall, configure and troubleshoot operating systems, applications, and backup systemsPerforming network maintenance and system upgrades including service packs, patches, hot fixes and security configurationsMentor TAC Team members on technical issuesEstablish goals, policies and stand operating procedures for the IS

What Does An Escalation Engineer Do At Nutanix

* Debug, root cause and resolve customer issues escalated via Critical Accounts Program (CAP)
* Manage critical customer situations through communication with customers including periodic statusing, Root Cause Analysis and consistent dialog with Engineering, as needed
* Provide technical leadership to SRE teams on Nutanix products and customer handling
* Act as a technical escalation path for SRE teams for critical bug prioritization
* Perform case reviews for accounts identified as hot to improve customer satisfaction
* Pro-actively seek out issues that can affect the customers and take necessary steps to resolve them
* Improve serviceability of the product by contributing to the development of tools to scale our field deployment and auto-support infrastructure
* Define and drive changes to our product with the Engineering teams
* Work with technology partners (ie.
* VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem
* Develop and contribute to internal and external knowledge base articles
* Actively participate in ONCALL and support case deflection activities
* Be a champion for our customers.
* Go above and beyond to support their business and use of the Nutanix product

What Does An Escalation Engineer Do At Ultimate Software

* other duties may be assigned)
* Provide the highest level of technical support to internal and external customers
* Problem analysis and root cause documentation for all issues
* Identify frequently occurring issues and coordinate with Product Development.nfrastructure teams as needed
* Work with all departments to facilitate issue resolution of problems elevated by our Technical Resolution Team or other internal teams
* Monitor aging escalations.
* Review escalated issues to identify trends and communicate
* Execute projects assigned by Management
* Documentation and training participation when needed
* Provide recommendations for improving existing processes and procedures
* Organize conference calls between multi parties
* Strong awareness of knowing when to escalate internally to managment
* Consistently model the highest levels of team work and professionalism
* Learning and staying up to date with product releases and environment changes
* Participate in on call rotations
* Work under minimal supervision
* Always keeping a can do attitude and willingness to help others

What Does An Escalation Engineer Do At Cisco

* Create, execute and analyze technical test plans to obtain data needed to validate mission-critical networks
* Model RF, network, and application performance using industry-standard tools.
* Learn quickly, navigate difficult political conversations, and strategically take charge of complex situations
* Read, weigh in, and potentially scope Support bug issues
* Create expert-level documentation:
* Use knowledge gained from escalations work to provide in-depth documentation
* Present interesting escalations/projects to Support and other Meraki business units to share learnings
* on-demand travel to customer sites
* Professional Development:
* Obtain certifications and learn programming languages
* Attend industry meetups, webinars, and conferences
* Stay current on networking best practices and competitor solutions
* Explore new tools and investigate advancements in the field of computer networking

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How To Become An Escalation Engineer

Most employers require network and computer systems administrators to have a bachelor’s degree in a field related to computer or information science. Others may require only a postsecondary certificate.


Although some employers require only a postsecondary certificate, most require a bachelor’s degree in a field related to computer or information science. There are degree programs that focus on computer network and system administration. However, because administrators work with computer hardware and equipment, a degree in computer engineering or electrical engineering usually is acceptable as well. Programs in these fields usually include classes in computer programming, networking, or systems design.

Because network technology is continually changing, administrators need to keep up with the latest developments. Many continue to take courses throughout their careers and attend information technology (IT) conferences to keep up with the latest technology. Some businesses require that an administrator get a master’s degree.

Licenses, Certifications, and Registrations

Certification programs are generally offered directly from vendors or from vendor-neutral certification providers. Certification validates knowledge and best practices required from network and computer systems administrators. Companies may require their network and computer systems administrators to be certified in the product they use. Microsoft and Cisco offer some of the most common certifications.

Other Experience

To gain practical experience, many network administrators participate in internship programs while in school.


Network administrators can advance to become computer network architects. They can also advance to managerial jobs in information technology (IT) departments, such as computer and information systems managers.

Important Qualities

Analytical skills. Administrators need analytical skills to evaluate network and system performance and determine how changes in the environment will affect them.

Communication skills. Administrators must be able to describe problems and their solutions to non-IT workers.

Computer skills. Administrators oversee the connections of many different types of computer equipment and must ensure that they all work together properly.

Multitasking skills. Administrators may have to work on many problems and tasks at the same time.

Problem-solving skills. Administrators must be able to quickly resolve any problems that arise with computer networks.

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Escalation Engineer jobs

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Real Escalation Engineer Salaries

Job Title Company Location Start Date Salary
Software Escalation Engineer Ruckus Wireless, Inc. Sunnyvale, CA Jul 23, 2015 $155,150
Senior Escalation Engineer Microsoft Corporation Charlotte, NC Feb 06, 2016 $146,804
Senior Escalation Engineer Microsoft Corporation Sunnyvale, CA Apr 28, 2016 $143,570
Cisco Ucce Escalation Engineer Eloyalty LLC Austin, TX Apr 19, 2016 $140,000
Quality Escalation Engineer Nicira, Inc. Palo Alto, CA Sep 07, 2015 $140,000
Senior Escalation Engineer Microsoft Corporation Redmond, WA Feb 06, 2016 $136,700 -
Senior Escalation Engineer Microsoft Corporation Redmond, WA Jul 17, 2016 $136,700
Senior Escalation Engineer Microsoft Corporation Issaquah, WA Apr 28, 2016 $136,400
Support Escalation Engineer Pure Storage, Inc. Mountain View, CA Mar 02, 2015 $135,000
Senior Escalation Engineer Microsoft Corporation Issaquah, WA May 19, 2015 $134,200
Escalation Engineer, Senior Eee-Dev Microsoft Corporation Redmond, WA Jun 22, 2016 $132,295 -
Senior Escalation Engineer Eee-Dev Microsoft Corporation Issaquah, WA Oct 07, 2016 $132,295
Escalation Engineer Microsoft Corporation Redmond, WA Jul 09, 2016 $129,850 -
Escalation Engineer Microsoft Corporation Redmond, WA Jun 30, 2016 $129,850
Support Escalation Engineer Microsoft Corporation Issaquah, WA Sep 18, 2015 $115,500
Escalation Engineer Riverbed Technology Sunnyvale, CA Jan 16, 2015 $115,253
Support Escalation Engineer Microsoft Corporation Redmond, WA May 16, 2016 $115,000 -
Ucce Principal Escalation Engineer Eloyalty LLC Austin, TX Sep 30, 2015 $115,000
Support Escalation Engineer Microsoft Corporation Morrisville, NC Aug 19, 2015 $115,000
Principal Escalation Engineer Citrix Systems, Inc. Santa Clara, CA Jun 16, 2016 $115,000 -
Escalation Engineer-Global Business Support or Other Microsoft Corporation Charlotte, NC Dec 17, 2015 $114,900 -
Escalation Engineer Microsoft Corporation Charlotte, NC Jul 02, 2015 $114,900
Escalation Engineer Flexera Software Itasca, IL Jul 10, 2015 $103,626
Escalation Engineer Riverbed Technology, Inc. New York, NY Apr 26, 2016 $103,051 -
Support Escalation Engineer Microsoft Corporation Irving, TX Sep 02, 2015 $103,000
Escalation Engineer Facebook, Inc. Seattle, WA Jul 15, 2016 $102,866
Escalation Engineer Riverbed Technology Cary, NC Aug 17, 2016 $102,731
Support Escalation Engineer Americas Microsoft Corporation Irving, TX Jul 13, 2016 $102,700 -
Support Escalation Engineer Americas Microsoft Corporation Irving, TX Jun 06, 2016 $102,700
Support Escalation Engineer Microsoft Corporation Irving, TX Jun 17, 2016 $102,700 -

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Top Skills for An Escalation Engineer


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Top Escalation Engineer Skills

  1. Hot Customer Issues
  2. Knowledge Base Articles
  3. Troubleshoot
You can check out examples of real life uses of top skills on resumes here:
  • Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
  • Reviewed documents, including knowledge base articles, and recommend changes or revisions for web content.
  • Establish procedures for reference by Network Operations Center personnel to direct troubleshooting efforts during outages/degraded service.
  • Consulted customers on enterprise network security infrastructure design and solution strategies.
  • Designed, maintained and provided technical support to the Windows server platform in the data center and remote locations.

Top Escalation Engineer Employers

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