Escalation Engineer

Island

. Own escalated cases from initial triage through root cause analysis and resolution across browser, network, cloud, and endpoint layers .

Posted 11/5/2026full-timeDallas • Texas • United StatesMid-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 customer communication. Proficient in web debugging, log analysis, and enterprise security concepts, ensuring effective resolution of complex technical issues.

Highest-signal resume keywords

Technical Support EscalationWeb Debugging ProficiencyLog Analysis ExperienceNetworking FundamentalsIdentity And Authentication Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TCP/IPDNSTLS/SSLJavaScriptC#GoPythonPowerShellBashChromium Architecture

Soft Skills

Excellent Written CommunicationEmpathyOwnershipAutonomous InvestigationStakeholder Management

Tools & Technologies

CoralogixSentryNew RelicBrowser Developer ToolsEnterprise Endpoint ManagementZero TrustDLPSecure Web GatewaysSASE/SSE ProductsAzure AD

Industry Keywords

Incident ResponseEnterprise SecurityFortune 500 SupportEndpoint ProtectionNetwork Traces

Tech Stack

Tools & technologies

AzureCloudDistributed SystemsDNSJavaScriptMacOSPythonTCP/IPGo

About the role

Key responsibilities & impact

Own escalated cases from initial triage through root cause analysis and resolution across browser, network, cloud, and endpoint layers
Analyze support debug packages, Chromium traces, network captures, logs, and diagnostic data
Isolate browser behavior and analyze network infrastructure
Correlate logs across distributed systems
Write evidence-based escalation reports with reproduction steps, logs, and traces for engineering teams
Own customer communications from escalation through resolution and translate technical findings into clear updates
Identify patterns across escalations and contribute to knowledge base articles and runbooks
Participate in cross-team triage and prioritization discussions
Join high-impact production incident investigations and coordinate remediation with customer-facing teams and Engineering
Contribute to post-incident analysis and 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 structured technical reports
Ability to drive investigations autonomously and triangulate 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 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

Benefits

Comp & perks

Work with cutting-edge technology at the intersection of browser engineering, enterprise security, and zero-trust networking
Direct mentorship from senior engineers across R&D, with deep exposure to Chromium, distributed networking, and cloud architecture
Visible customer impact: investigations directly shape product quality for some of the world's largest organizations
Collaborative, growth-oriented environment
Opportunities to grow into senior escalation, R&D engineering, product, or technical leadership roles
Cross-functional exposure across engineering, product, and customer success teams
Global team collaboration (US and Israel)