First seen by our source: last month
Escalation Engineer - Toronto
@ Island
Richmond Hill, Ontario
Overview
Island is hiring an Escalation Engineer in Toronto to own complex enterprise investigations end-to-end, spanning browser, network, cloud and endpoint layers. The role involves analyzing debug packages, traces and logs, writing evidence-based reports for R&D, and managing communication with large enterprise customers. The posting states a full-time position and occasional participation in high-impact production incidents.
Responsibilities:
- Own complex investigations from triage to resolution
- Analyze debug packages, traces, network captures and logs
- Write evidence-based escalation reports for R&D
- Communicate findings to enterprise customers
- Contribute to runbooks, knowledge base and RCA documentation
Requirements summary:
- 5+ years in technical support escalation or similar role
- Networking fundamentals: TCP/IP, DNS, TLS/SSL, proxies, VPN
- Web debugging and log analysis experience
- Windows and/or macOS knowledge
- Enterprise security awareness
- Excellent written communication
Tools & skills
Source and dates
Employer career site / ATS feed · comeet
- Employer posting date
- Not provided
- First seen by our source
- 2026-10-11
- Source record updated
- 2026-11-11
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Customer service |
| Experience | 5+ years |
| Hours per week | 40 (estimated) |
| Work setting | Office, Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Island
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Sometimes changing one thing changes everything.
Full company description
What if the enterprise had complete control over the browser? What would it mean for security, for productivity, for work itself? Introducing Island, the Enterprise Browser - 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. Led by experienced leaders in enterprise security and browser technology and backed by leading venture funds -- Insight Partners, Sequoia Capital, Cyberstarts and Stripes Capital -- Island is redefining the future of work for some of the largest, most respected enterprises in the world. Welcome to work as it should be. www.island.io
- LinkedIn followers
- 35,323
- People associated on LinkedIn
- 943
- Reported office locations
- Dallas, TX, US
- Tel Aviv, IL
- Business categories
- Media and Entertainment
- Information Technology
- E-Commerce
- Cyber Security
- Productivity Tools
- Enterprise Software
- Rental
- Web Browsers
- Video
- Other recorded names
- Island
- Profile identifies a recruitment agency
- No
- Reported total investment
- 810,000,000
Currency and observation date were not supplied; this is not a current valuation or a funding round.
What if the enterprise had complete control over the browser? What would it mean for security, for productivity, for work itself? Introducing Island, the Enterprise Browser - 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…
| Field | Value |
|---|---|
| Industry | Technology, Information and Internet |
| Company size | 201-500 employees |
| Headquarters | Dallas, TX |
| Organization type | Privately Held |
| Year founded | 2020 |
| Open jobs on Jobsy | 4 |
| View page |
Description
Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely.
Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume.
Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises.
Come build with us. Together, we’re changing how the world works.
What You'll Do
As an Escalation Engineer, you’ll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support experiences to some of the world’s largest enterprises by owning complex investigations end-to-end and driving systemic improvements back into the product. Your frontline insights will shape product priorities and directly impact how Fortune 500 enterprises experience Island.
- Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.
- Analyze real technical data: Work directly with support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.
- Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly to get issues resolved.
- Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
- Drive systemic improvements & cross-team triage: Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce future volume, and participate in prioritization discussions where your insight directly influences what gets fixed and when.
- Incident Response & Coordination: You’ll occasionally join high-impact production incidents affecting enterprise customers, partnering with customer-facing teams and Engineering to help coordinate investigation and remediation efforts. You’ll also contribute to post-incident analysis, including root cause analysis (RCA) documentation
Requirements
Must Have
- 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 (Coralogix, Sentry, New Relic, or similar) 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
Nice to Have
- 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)
- Code reading ability: Can read and follow code in JavaScript, C#, Go, or similar languages to understand product behavior
- Scripting ability (Python, PowerShell, Bash) for log parsing or reproduction automation
- Background in incident response
- Experience supporting Fortune 500 or large enterprise customers
Data Privacy
You can find information on how we process and protect your personal data in our Candidate and Employee Privacy Notice. For any privacy-related questions, contact us at [email protected].
Journal
Only you can see this. Kept on this device, and in your account when you sign in.