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Escalation engineer skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

David Garaventa,

Dr. Wayne Wakeland Ph.D.

Below we've compiled a list of the most critical escalation engineer skills. We ranked the top skills for escalation engineers based on the percentage of resumes they appeared on. For example, 10.0% of escalation engineer resumes contained cloud as a skill. Continue reading to find out what skills an escalation engineer needs to be successful in the workplace.

15 escalation engineer skills for your resume and career

1. Cloud

Cloud is a server that is accessed over the internet. There are different programs and software that also run on these servers. These clouds can be accessed from anywhere in the world as they are not present in your computer storage, but have their online servers. Cloud consists of data centers all across the world.

Here's how escalation engineers use cloud:

Executed multiple Proof of Concept solutions for Cloud Computing environments for hybrid SharePoint environments for high-availability.
Deliver tier 3 support for Office 365 and customer dedicated cloud based Exchange 2010 / 2013 environments.

2. Azure

Here's how escalation engineers use azure:

Azure AD Premium and Exchange Online Protection 3 Hybrid Deployments to a Single Office 365 Tenant.
Trained on Microsoft Azure platform for future private-to-public cloud migrations.

3. Linux

Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.

Here's how escalation engineers use linux:

Support Spamhaus realtime block-list servers running in Windows and Linux server platforms.
Established automated configuration scripts to allow simplified management with integrated Perl, Power shell, and console based Linux utilities.

4. Java

Java is a widely-known programming language that was invented in 1995 and is owned by Oracle. It is a server-side language that was created to let app developers "write once, run anywhere". It is easy and simple to learn and use and is powerful, fast, and secure. This object-oriented programming language lets the code be reused that automatically lowers the development cost. Java is specially used for android apps, web and application servers, games, database connections, etc. This programming language is closely related to C++ making it easier for the users to switch between the two.

Here's how escalation engineers use java:

Resolved the issues related to Java Swing applets running in Internet Explorer.
Deployed Java/J2EE applications to Application servers in an Agile continuous integration environment and also automated the whole process.

5. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how escalation engineers use troubleshoot:

Collaborated with Cisco and Customer Engineering and Management staff in order to troubleshoot, resolve, document and debrief customer issues.
Secure, configure, troubleshoot customer firewall in high call volume environment while maintaining high CSAT.

6. Analyze Problems

Here's how escalation engineers use analyze problems:

Used trace analysis, debug skills, and other tools, to analyze problems and develop solutions to meet customer needs.

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7. Customer Support

Here's how escalation engineers use customer support:

Top level customer support engineer for complex converged infrastructure systems.
Provide customer support for Business Productivity Online and Office 365 to High profile white glove customers nationally and internationally.

8. PowerShell

Here's how escalation engineers use powershell:

Reduced build errors and production time by writing and customizing scripts in Shell, PowerShell & SQL.
Added support for PowerShell and wrote PowerShell Scripts.

9. Technical Issues

Here's how escalation engineers use technical issues:

Provide assistance and guidance on difficult technical issues to accelerate resolution.
Analyzed, identified and resolved trending technical issues through all support tiers to decrease escalation rates and improve first contact resolution.

10. Debugging

Here's how escalation engineers use debugging:

Promote team environment by assisting fellow employees and mentoring other engineers on advanced troubleshooting, debugging and case management.
Established and worked with reproduction environments for debugging.

11. DNS

Domain Name Systems, or DNS for short, is the internet's system for converting readable language, i.e., google.com, to machine language, i.e, 192.168. For a simple analogy, some call it the phonebook of the internet. Any website has its own IP address, for example, 192.168.160. Understandably this is hard to remember. So what a DNS does is link the domain name, google.com, with its IP address, 192.168.160.

Here's how escalation engineers use dns:

Provide BPOS to Office 365 transition support including troubleshooting Activity Directory, DNS, and ADFS issues.
Configured and managed internal and external Corporate DNS.

12. Infrastructure

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Here's how escalation engineers use infrastructure:

Provided superior support for all other customers' integration and infrastructure related escalations and problems.
Performed complete client/server infrastructure setup, installation, and configuration and troubleshooting.

13. OS

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Here's how escalation engineers use os:

Provide 3rd tier support globally for any Supported OS and Office application or sub application.
Supported a Client-Server enterprise software which streams OS over the network to diskless machines.

14. Microsoft Teams

Here's how escalation engineers use microsoft teams:

Collaborated with several cross platform Microsoft teams to identify and mitigate a host of technical Premier customer issues.

15. Virtualization

Here's how escalation engineers use virtualization:

Provided top-level support for Citrix Virtualization Software focused on Provisioning Services.
Research and build servers, test and deploy virtualization technologies (Microsoft Hyper-V, VMware ESX Server and Citrix XenServer).

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What skills help Escalation Engineers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on escalation engineer resumes?

David Garaventa

Director, Computer Information Systems and Cybersecurity Programs, Assistant Professor, CIS, Albertus Magnus College

The skills/attributes required across a variety of jobs in the IT fields.

What escalation engineer skills would you recommend for someone trying to advance their career?

Dr. Wayne Wakeland Ph.D.

Professor and Systems Science Program Chair, Portland State University

For analyst positions, I think that employers want to hire people with strong data analysis skills, which, of course, includes statistics, but also big data, machine learning (algorithms), computer-based modeling, and programming. And, in addition to these apparently rather specialized skills, there is growing recognition that a talent for thinking, communicating, and problem-solving in a very general sense, and being able to cope with/address complexity, is also quite important.

Do you want to know more?

List of escalation engineer skills to add to your resume

The most important skills for an escalation engineer resume and required skills for an escalation engineer to have include:

Cloud
Azure
Linux
Java
Troubleshoot
Analyze Problems
Customer Support
PowerShell
Technical Issues
Debugging
DNS
Infrastructure
OS
Microsoft Teams
Virtualization
SQL Server

Http
FTP
Customer Satisfaction
Wireshark
VMware
Escalation Support
Hyper-V
TCP/IP
VPN
Source Code
Technical Troubleshooting
Windows Server
Knowledge Base Articles
Technical Problems
Cooperative Relationships
QA

SAN
Network Troubleshooting
SharePoint
Unified Communications
Citrix
WAN
SSL
SLA
Software Products
VoIP
Unix
Vmware Esxi
CRM
Technical Training

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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