Escalation Engineer - Toronto

Island; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A fast-growing tech startup in Toronto is seeking an experienced Escalation Engineer to manage complex support cases and work closely with customers. The ideal candidate has over 5 years in Customer Support, especially as a Tier 3 or Escalation Engineer, with strong skills in SaaS, Cloud troubleshooting, and Cyber Security. This is an exciting opportunity to contribute to the formation of the Escalation team.

Qualifications

• At least 5 years in Customer Support, preferably as Tier 3 or Escalation Engineer.
• Experience with SaaS and Cloud troubleshooting.
• Strong capabilities in web troubleshooting.

Responsibilities

• Manage escalated support cases and conduct technical investigations.
• Work with customers on solutions to meet their needs.
• Provide effective resolutions to customer issues.

Skills

Customer Support

Web troubleshooting

SaaS and Cloud-based troubleshooting

Cyber Security

Code reading

Tools

Investigation tools

Alerting and monitoring tools

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.