Senior Escalation Engineer: Enterprise Security & Networking

Island; Dallas (TX); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Mentorship from senior engineers

Global team collaboration

Competitive compensation

Job summary

Island is seeking an experienced Escalation Engineer to join our global team, blending deep technical investigation with clear communication to Fortune 500 customers. You will own complex escalations end-to-end, spanning browser, network, cloud, and endpoint layers, and translate findings into actionable fixes for engineering and product teams.

You’ll collaborate with R&D, write thorough escalation reports, guide customers through resolution, and help drive systemic improvements across the org

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 dev tools and network traces
• Log analysis with observability platforms to query logs, traces, and metrics
• OS knowledge: Windows and/or macOS internals
• Cybersecurity awareness: zero trust, DLP, secure web gateways
• Excellent written communication for engineering teams and customers
• Self-directed investigation skills
• Composure under pressure with empathy and ownership

Responsibilities

• Own complex investigations end-to-end from triage to resolution across browser, network, cloud, and endpoint layers.
• Analyze real technical data using debug packages, traces, and logs to isolate issues.
• Collaborate with R&D by writing evidence-based escalation reports with reproduction steps.
• Be the customer's advocate, communicating updates throughout escalation and resolution.
• Drive systemic improvements by identifying patterns and contributing to runbooks.
• Occasionally join high-impact production incidents and assist with RCA documentation.

Skills

Escalation support

Networking fundamentals

Web debugging

Log analysis

OS knowledge

Cybersecurity awareness

Technical reporting

Investigation skills

Communication with customers

Cross-functional collaboration

Tools

Coralogix

Sentry

New Relic

Job description

Island is seeking an experienced Escalation Engineer to join our global team, blending deep technical investigation with clear communication to Fortune 500 customers. You will own complex escalations end-to-end, spanning browser, network, cloud, and endpoint layers, and translate findings into actionable fixes for engineering and product teams.

You’ll collaborate with R&D, write thorough escalation reports, guide customers through resolution, and help drive systemic improvements across the org