Escalation Engineer

Island

. Own complex investigations end-to-end, from initial triage through root cause analysis and resolution, across browser, network, cloud, and endpoint layers .

Posted 11/11/2026full-timeToronto • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support escalation, with a strong focus on root cause analysis, network infrastructure, and effective communication with enterprise customers. Proficient in analyzing complex technical issues and translating findings into actionable insights for engineering teams.

Highest-signal resume keywords

Technical Support EscalationRoot Cause AnalysisWeb Debugging ProficiencyNetworking FundamentalsLog Analysis Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisWeb Debugging ProficiencyLog AnalysisScripting Ability in PythonJavaScript ProficiencyC# ProficiencyGo ProficiencyNetworking FundamentalsEnterprise Endpoint ManagementIdentity and Authentication Expertise

Soft Skills

Excellent Written CommunicationEmpathy in Stakeholder ManagementAutonomous Investigation

Tools & Technologies

Browser Developer ToolsCoralogixSentryNew RelicChromium ArchitectureEnterprise Browser ProductsEndpoint Security ProductsSASE/SSE Products

Industry Keywords

TCP/IPDNSTLS/SSLZero TrustDLPSecure Web GatewaysIncident ResponseFortune 500 Support

Tech Stack

Tools & technologies

AzureCloudDistributed SystemsDNSJavaScriptMacOSPythonTCP/IPGo

About the role

Key responsibilities & impact

Own complex investigations end-to-end, from initial triage through root cause analysis and resolution, across browser, network, cloud, and endpoint layers
Analyze support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools
Isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems
Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces for engineering teams
Own the communication loop with enterprise customers from escalation through resolution
Translate complex technical findings into clear customer updates
Identify escalation patterns and contribute to knowledge base articles and runbooks
Participate in prioritization discussions to influence product fixes
Join high-impact production incidents and coordinate investigation and remediation with customer-facing teams and Engineering
Contribute to post-incident analysis, including root cause analysis documentation

Requirements

What you’ll need

5+ years in a technical support escalation or similar customer-facing technical role
Networking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts
Web debugging proficiency: Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis
Log analysis experience with observability platforms such as Coralogix, Sentry, New Relic, or similar
Windows and/or macOS internals knowledge
Enterprise endpoint management concepts
Understanding of enterprise security concepts, including zero trust, DLP, secure web gateways, and endpoint protection
Excellent written communication for clear, structured technical reports
Ability to drive investigations autonomously and triangulate across multiple data sources
Ability to manage frustrated enterprise stakeholders with empathy and ownership
Experience with enterprise browser, endpoint security, or SASE/SSE products
Familiarity with Chromium architecture, extensions, or browser internals
Identity and authentication expertise: SSO, SAML, OAuth/OIDC, Azure AD, Okta
Ability to read and follow code in JavaScript, C#, Go, or similar languages
Scripting ability in Python, PowerShell, or Bash
Background in incident response
Experience supporting Fortune 500 or large enterprise customers