Escalation Engineer - Toronto

Island; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

Island, a rapid-growing startup in Toronto, Ontario, is seeking an experienced Escalation Engineer to manage complex support cases and ensure customer satisfaction. You will collaborate with global Fortune 500 companies and work closely with technical teams to provide effective solutions. Ideal candidates should have over 5 years of experience, expertise in SaaS/cloud troubleshooting, and a strong Cyber Security background. This position offers a dynamic work environment with growth opportunities.

Qualifications

• 5+ years of experience in Customer Support, preferably as a Tier 3 support or Escalation Engineer.
• Proven experience with SaaS and cloud troubleshooting.
• Strong capabilities in web troubleshooting and debugging.

Responsibilities

• Manage escalated support cases and conduct technical investigations.
• Work closely with customers to provide tailored solutions.
• Ensure customer issues are addressed promptly.

Skills

SaaS troubleshooting

Cloud-based troubleshooting

Web troubleshooting

Cyber Security

Customer Support

Job description

Description

We’re a team of hungry, high-character professionals from all backgrounds who came together to reinvent work for the modern enterprise.

Island, the Enterprise Browser is the ideal enterprise workplace where work flows freely while remaining fundamentally secure. With the core needs of the enterprise naturally embedded in the browser itself, Island gives organizations complete control, visibility, and governance over the last mile, while delivering the same smooth Chromium-based browser experience users expect. What we’re building now - it’s not another solution. It’s a whole new chapter for enterprise work.

Island, a rapidly expanding startup developing an Enterprise Browser, is seeking an experienced Escalation Engineer to join our growing team. This is an exciting opportunity to be a part of our first Escalation team, working closely with our Engineering and Support organizations.

Responsibilities:

As an Escalation Engineer, you will be responsible for:

1. Managing escalated support cases and conducting intricate technical investigations in collaboration with our Research and Development team.
2. Working closely with Island customers, including many global, Fortune 500 companies, on providing solutions that meet their needs.
3. Providing effective resolutions to customer issues, ensuring bugs are reported and addressed promptly.
4. Representing the customer’s perspective in internal discussions, and working closely with our Product and R&D leadership to ensure customer satisfaction.
5. Sharing knowledge through the creation of internal documentation and mentoring our customer-facing teams (Support, Customer Success, Sales Engineering).

Requirements

The ideal candidate will have:

1. A minimum of 5 years of experience in the Customer Support field, preferably as a Tier 3 support or Escalation Engineer.
2. Proven experience with SaaS and Cloud-based troubleshooting as well as strong capabilities in web troubleshooting and debugging.
3. Experience with investigation tools, as well as alerting and monitoring tools.
4. Experience in Cyber Security.
5. Ability to read and understand code.

At Island, we value our team members and strive to create a supportive and growth-oriented environment. If you are a problem-solver who enjoys technical challenges, has a passion for customer service, and possesses a strong background in Cyber Security and coding, we would love to hear from you.