Enterprise Escalation Engineer

Island; Richmond Hill; On-site; CAD 110,000 - 150,000; Full time

Job summary

Island is seeking an Escalation Engineer to join our global team that bridges customers and engineering. You will own complex investigations end-to-end across browser, network, cloud, and endpoint layers, driving improvements back into the product.

You will analyze debug packages, traces, and logs, produce clear, evidence-based escalation reports, and communicate updates to Fortune 500 customers with empathy and ownership.

Qualifications

• 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: Comfort working with observability platforms to query logs, traces, and metrics.
• OS knowledge: Windows and/or macOS internals, enterprise endpoint management concepts.
• Cybersecurity 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 customers.
• Self-directed investigation skills: Comfortable driving investigations autonomously, triangulating across multiple data sources without a predefined playbook.
• Composure under pressure: Ability to manage frustrated enterprise stakeholders with empathy and ownership.

Responsibilities

• Own complex investigations end-to-end: from triage through root cause analysis and resolution across browser, network, cloud, and endpoint layers.
• Analyze technical data: work with support debug packages, traces, network captures, logs to isolate issues.
• Collaborate with R&D: write detailed escalation reports with reproduction steps, logs, and traces for engineering.
• Be the customer's advocate: communicate updates to enterprise customers through escalation and resolution.
• Drive systemic improvements: identify patterns, contribute to knowledge bases and runbooks to reduce future volume.
• Incident Response & Coordination: assist in production incidents, coordinating investigation and remediation with cross-team teams and contributing to RCA.

Skills

Technical support escalation

Networking fundamentals

Web debugging

Log analysis

Windows/macOS internals

Cybersecurity awareness

Technical writing

Autonomous investigation

Under pressure communication

Tools

Coralogix

Sentry

New Relic

Log platforms

Job description

Island is seeking an Escalation Engineer to join our global team that bridges customers and engineering. You will own complex investigations end-to-end across browser, network, cloud, and endpoint layers, driving improvements back into the product.

You will analyze debug packages, traces, and logs, produce clear, evidence-based escalation reports, and communicate updates to Fortune 500 customers with empathy and ownership.