Top 303 Support escalation engineer Jobs in Austin, Tx

Customer Support Engineer (Remote)
Files.com —Austin, TX
- $95,000 - $150,000 a year
- Full-time
- Mid-level
- In-person
- Paid parental leave
- Paid holidays
Quick Apply
Support Engineer
Apple —Austin, TX
- $181,100 - $272,100 a year
- Call employer
- Computer science
- Computer Science
- Bachelor of Science
- Employee stock purchase plan
- Health insurance
14d
Senior Technical Support Engineer
LangChain —Austin, TX
- $130,000 - $195,000 a year
- Full-time
- Remote
- Continuous improvement
- Mentoring
- APIs
- Health insurance
- Dental insurance
Support Engineer
LightEdge —Austin, TX
- Full-time
- Computer science
- Computer Science
- Mid-level
7d
Support Engineer
Integritek —Austin, TX
- 5 years
- Windows
- Microsoft Office
Quick Apply
Service Engineer
Super Micro Computer —Austin, TX
- $70,000 - $100,000 a year
- Weekends as needed
- Computer science
- Computer Science
- 5 years
9d
Edge Systems Support Engineer
Flotek Industries, Inc. —Austin, TX
- Full-time
- Computer Science
- Customer service
- Mid-level
- Health savings account
- Health insurance
Quick Apply
3h
Support Engineer - External, AWS Marketplace TSO
Amazon Web Services, Inc. —Austin, TX
- $95,600 - $160,000 a year
- Full-time
- Computer science
- Computer Science
- Mid-level
- AD&D insurance
- Health insurance
Support Engineer - L3
Zello —Austin, TX
- Full-time
- Hybrid work
- System design
- Continuous improvement
- Mentoring
- Flexible schedule
Engineer: Tier 1 (On-site)
Trace3 —Austin, TX
- $80,000 - $85,000 a year
- English
- Research
- Mid-level
- Health savings account
- Disability insurance
Engineer: Tier 2 (On-site)
Trace3 —Austin, TX
- $85,000 - $95,000 a year
- 5 years
- English
- Research
- Health savings account
- Disability insurance
Computer Support Specialist
Galapagos Federal Systems LLC. —Austin, TX
- $85,000 - $95,000 a year
- Full-time
- Microsoft Outlook
- Word processing
- Mid-level
- Paid parental leave
- Paid holidays
CRSP Support Technician
University of Texas at Austin —Austin, TX
- From $70,000 a year
- Weekends as needed
- Computer science
- Azure
- Computer Science
- Paid holidays
- Disability insurance
Senior Engineer II, Technical Support
ASM —Austin, TX
- Microsoft Excel
- Computer Science
- 3 years
Engineer NOC I
IGT —Austin, TX
- $59,000 - $62,400 a year
- On call
- Mid-level
- Windows
- Bachelor's degree
- Disability insurance
- Health insurance
Applications Engineer
Clean Tech, Inc. —Austin, TX
- $85,529 - $98,845 a year
- 8 hour shift
- Mid-level
- Office
- Travel
- Profit sharing
- Disability insurance
Quick Apply
IT Help Desk Engineer
CyberStreams —Austin, TX
- Computer science
- Azure
- Computer Science
- Paid training
- Paid holidays
Technical Support Engineer
ASSA ABLOY —Austin, TX
- Part-time
- Azure
- Computer Science
- Windows
Software Support Engineer
HotSchedules Corporate —Austin, TX
- Full-time
- Computer science
- Computer Science
- Bachelor of Science
Korean-English Bilingual Physical Security Maintenance Specialist
EchoLink —Austin, TX
- $70,000 - $90,000 a year
- Full-time
- Management
- Mid-level
- Office
- Health insurance
- 401(k)
Quick Apply
2d

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support escalation engineer jobs near austin, tx

Customer Support Engineer (Remote)

Files.com
Austin, TX

Quick Apply

Job Details

Full-time
$95,000 - $150,000 a year

Benefits

Paid parental leave
Paid holidays
Health insurance
Dental insurance
Paid time off
401(k) 4% Match
Parental leave
Vision insurance
401(k) matching

Qualifications

Telecommunications network troubleshooting
Software issue identification
SFTP
Email customer support
Technical support via phone
Bug Tracking (Quality assurance practices)
Phone communication
Technical documentation
Zoom
Bug Reporting (Quality assurance practices)
Mid-level
Incident Escalation
Managing clients in a customer support role
Collaboration with product development teams
Customer engagement
Networking equipment (troubleshooting support)
Video conferences (communication methods)
API integrations
Identity and access management (IAM) solutions
Technical support via email
Escalation handling
Debugging
Ticketing system technical support
Client interaction via phone calls
Identity & access management

Full Job Description

Location: Remote or In-Office (Downtown Austin, TX or Old Town Scottsdale, AZ)
Type: Full-time
Compensation: $95,000 - $150,000 (subject to qualifications and experience) + equity + premium benefits

What We Stand For

Let's face it: in most companies, Customer Support is broken.

Underpaid, under-respected, and treated like a cost center. Customers wait hours—sometimes days—for a real answer, often from someone who can't actually fix the problem. Bugs linger across quarters. Feedback vanishes into a black hole.

At Files.com, it's the opposite. Our Customer Support Engineers are a first-class technical function. They resolve complex issues, influence product direction, and keep 4,000+ enterprise customers successful. Support here is a growth engine: a sharp feedback loop into Engineering, Product, and Leadership.

You won't just answer tickets. You'll debug APIs, troubleshoot network misconfigurations, flag bugs, and directly shape the roadmap. And you'll do it backed by an Engineering team that fixes issues in days, not quarters.

This is Support done right: high-caliber, high-impact, and central to our growth.

Who We Are

We're Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000+ brands you know: Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more.

We've built a $35M+ business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Backed by $46.5M from Riverwood Capital, we're scaling intentionally—and this role is a core part of that growth.

What Makes This Role Different

Technical depth and daily challenge: You'll solve nuanced technical puzzles every week—API integrations, network misconfigurations, edge-case SFTP workflows, and more. If you like variety and real intellectual engagement, you'll never be bored here.

Support with leverage: You're backed by an engineering team that tackles bugs in days (not quarters) and a leadership team that listens and acts. We don't stack up "known issues"—we fix them.

Career mobility: Support at Files.com isn't a stepping stone—it's a launchpad. Our Support Engineers grow into roles in management, Customer Success, Product, Sales, and even Finance. We invest in you and move fast to unlock your next chapter.

Tight-knit, high-performance culture: We've built a $35M+ revenue business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. We're backed by $46.5M from Riverwood Capital and scaling with discipline—not chaos.

What You'll Actually Do

Front-Line Engagement: Support customers via phone, email, and Zoom—owning the resolution end-to-end.
Technical Troubleshooting: Diagnose and resolve issues across networking, API usage, integrations, identity management, and file automation.
Bug Identification & Escalation: Spot patterns, replicate edge cases, and work side-by-side with Engineering to get fixes shipped fast.
Product Feedback Loop: Turn customer insights into actionable improvements for Product and R&D.
Clear Communication & Documentation: Write crisp, empathetic updates that keep customers confident and teammates aligned.

What Success Looks Like

Customers consistently rate their support experience as excellent
Complex issues are resolved quickly, with crisp handoffs to Engineering when needed
Bugs are identified, escalated, and fixed within days—not months
Documentation is thorough enough that anyone can understand the status at a glance
Customer feedback shapes product decisions and improves workflows

Who Thrives in This Role

✅ You're technically curious and love solving complex puzzles
✅ You communicate clearly—especially on the phone and over Zoom
✅ You empathize with customers while staying focused on solutions
✅ You thrive in fast-moving environments without dropping details
✅ You write crisp, professional notes that keep teams aligned

Where This Role Can Take You (Growth Path)

We don't let talent stagnate. Perform here and we'll unlock your next chapter—fast.

Real paths include:

Support Customer Engagement Manager – coach, mentor, and scale team impact
Support Product / Solutions Engineer – shape the product with customer insights
Support Sales or Success – bring your technical expertise to growth functions
Support Finance/Controller-track – optimize internal processes and revenue ops

Your trajectory is only limited by your clarity, discipline, and drive.

This Role Is Not for You If...

We hold a high bar—for ourselves and each other. This role won't be a fit if:

You prefer email-only support and avoid phone or video conversations
You see technical issues in isolation without considering customer impact
You wait for direction instead of taking ownership
You freeze in fast-moving environments
You dislike feedback or take it personally

Perks & Benefits

100% Paid Health, Dental & Vision (75% for family)
401(k) with 4% Company Match
Equity Grants for Every Employee
Paid Parental Leave
20 PTO Days + 11 Holidays + Full Company Winter Break
$1,000 Signing Bonus + Modern Apple Laptop + Anniversary Gifts
✈️ Team Travel to NYC, Austin, San Diego, and More

Bottom Line: This is a high-visibility, high-leverage role where you'll solve real technical challenges, shape the product, and build a career—not just a job. If you want daily variety, intellectual engagement, and a fast-growth environment, this is your seat.

Quick Apply

Refine Your Search

support escalation engineer jobs in austin, tx

Customer Support Engineer (Remote)

Support Engineer

Senior Technical Support Engineer

Support Engineer

Support Engineer

Service Engineer

Edge Systems Support Engineer

Support Engineer - External, AWS Marketplace TSO

Support Engineer - L3

Engineer: Tier 1 (On-site)

Engineer: Tier 2 (On-site)

Computer Support Specialist

CRSP Support Technician

Senior Engineer II, Technical Support

Engineer NOC I

Applications Engineer

IT Help Desk Engineer

Technical Support Engineer

Software Support Engineer

Korean-English Bilingual Physical Security Maintenance Specialist

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