Senior Technical Escalation Engineer

Technical investigations define this Escalation Engineer role at Island, using networking, web debugging, and log analysis across enterprise environments.As part of Island’s global Escalation team, you will connect customers with engineering teams through complex technical investigations. You will analyze browser, network, cloud, and endpoint layers while translating findings for enterprise customers. Your work will also identify systemic improvements and inform product priorities.Key Responsibilities:
Own escalated investigations from triage through root cause and resolutionAnalyze Chromium traces, network captures, logs, and diagnostic toolsWrite evidence-based reports with reproduction steps, logs, and tracesCommunicate technical findings clearly throughout customer escalationsContribute to runbooks, knowledge articles, and incident analysisRequirements:
Five or more years in technical support escalationKnowledge of TCP/IP, DNS, TLS/SSL, proxies, and VPNsWeb debugging experience with developer tools and network tracesExperience querying logs, traces, and metrics in observability platformsKnowledge of Windows or macOS and enterprise endpoint managementApply technical investigation, customer communication, and cross-team escalation skills to shape Island’s enterprise product experience.
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