Escalation Engineer- Toronto

Island
is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely.Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume.Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises.Come build with us. Together, we’re changing how the world works.What You’ll Do
As an Escalation Engineer, you’ll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support experiences to some of the world’s largest enterprises by owning complex investigations end-to-end and driving systemic improvements back into the product. Your frontline insights will shape product priorities and directly impact how Fortune 500 enterprises experience Island.Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.Analyze real technical data: Work directly with support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly to get issues resolved.Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.Drive systemic improvements & cross-team triage: Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce future volume, and participate in prioritization discussions where your insight directly influences what gets fixed and when.Incident Response & Coordination: You’ll occasionally join high-impact production incidents affecting enterprise customers, partnering with customer-facing teams and Engineering to help coordinate investigation and remediation efforts. You’ll also contribute to post-incident analysis, including root cause analysis (RCA) documentation.Must Have
5+ years in a technical support escalation or similar customer-facing technical roleNetworking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN conceptsWeb debugging proficiency: Browser developer tools, network traces (HAR, net-export), analysisLog analysis experience: Comfort working with observability platforms (Coralogix, Sentry, New Relic, or similar) to query logs, traces, and metricsOS knowledge: Windows and/or macOS internals, enterprise endpoint management conceptsCybersecurity awareness: Understanding of enterprise security concepts (zero trust, DLP, secure web gateways, endpoint protection)Excellent written communication: Ability to write clear, structured technical reports for both engineering teams and enterprise customersSelf-directed investigation skills: Comfortable driving investigations autonomously, triangulating across multiple data sources without a predefined playbookComposure under pressure: Ability to manage frustrated enterprise stakeholders with empathy and ownershipNice to Have
Experience with enterprise browser, endpoint security, or SASE/SSE productsFamiliarity with Chromium architecture, extensions, or browser internalsIdentity and authentication expertise (SSO, SAML, OAuth/OIDC, Azure AD, Okta)Code reading ability: Can read and follow code in JavaScript, C#, Go, or similar languages to understand product behaviorScripting ability (Python, PowerShell, Bash) for log parsing or reproduction automationBackground in incident responseExperience supporting Fortune 500 or large enterprise customersData Privacy
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