Sr. Escalation Engineer

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Remote work across US

Mentorship and cross-training

Continuous learning resources

Job summary

Ladders is seeking a Sr. Escalation Engineer to join our enterprise technology team. You will resolve complex technical issues, support customer deployments remotely, and communicate timelines clearly to customers and internal teams.

You will partner with customers, field engineers, and product teams to diagnose defects, maintain deployments, and improve knowledge base and documentation for future issues. This role is US remote with no visa sponsorship available.

Qualifications

• 5+ years in technical support engineering with case management and resolution.
• Excellent written and verbal communication abilities.
• Detail-oriented with a client-centric approach.
• Enthusiastic self-starter committed to learning and teamwork.

Responsibilities

• Maintain deployments for leading customers.
• Log and update support cases, and keep customers informed.
• Analyze customer systems to recommend solutions for defects.
• Collaborate with external customers and internal teams for effective resolution.
• Set accurate customer expectations regarding support timelines.
• Provide technical support for complex product issues to field engineers.
• Update technical documentation and contribute to the knowledge base.

Skills

Problem-solving

Systems analysis

Communication skills

Attention to detail

Team collaboration

Tools

Windows

Linux

AIX

Solaris

Public cloud

Job description

For our client, we are seeking a Sr. Escalation Engineer to join the team of a leader in the Enterprise Technology space. This role will focus on resolving complex technical issues, supporting customer deployments, and ensuring timely, accurate communication throughout the support process. You will partner closely with customers, field engineers, and internal technical teams to troubleshoot system behavior, diagnose defects, and drive effective resolution. The position also plays an important role in strengthening support documentation and improving the knowledge base for future issue resolution.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Maintain technology deployments for industry-leading customers
• Log and update support cases, keeping customers informed
• Analyze customer systems to recommend solutions for defects
• Collaborate with external customers and internal teams for effective problem resolution
• Set accurate customer expectations regarding support timelines
• Provide technical support for complex product issues to field engineers
• Update technical documentation and contribute to the knowledge base

Qualifications

• 5+ years as a Technical Support Engineer in case management and call resolution
• Proficient in Windows and Linux OS; AIX and Solaris knowledge is a plus
• Experience with public cloud infrastructure and services
• Strong problem-solving and systems analysis skills
• Excellent written and verbal communication abilities
• Detail-oriented with a client-centric approach
• Enthusiastic self-starter committed to learning and team collaboration

Benefits

• Remote work flexibility across the US
• Opportunity to work with leading technology in the security sector
• Engagement with a diverse range of customers and technical challenges
• Mentorship and cross-training opportunities within the team
• Access to continuous learning and development resources

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.