Posted 2 days ago
Senior Escalation Engineer
@ CyberForce Global
Toronto, Ontario
Overview
CyberForce Global is hiring a Senior Escalation Engineer for a late-stage enterprise security company in Toronto. The role takes ownership of complex Fortune 500 technical issues, running investigations from triage to root cause and fix. Around 5 years of Tier 3 or escalation experience is expected, with a full-time schedule.
Responsibilities:
- Run complex investigations from triage to root cause and fix
- Analyze packet captures, HTTP traffic, debug bundles and logs
- Write evidence-backed reports with repro steps for engineering
- Serve as the customer's single point of contact and advocate
- Write runbooks and knowledge articles, and influence fix priorities
Requirements summary:
- Around 5 years in Tier 3 support or escalations
- Strong networking knowledge: DNS, TLS, proxies, VPNs
- Web troubleshooting with dev tools, HAR files and HTTP/S analysis
- Experience querying logs and traces in Datadog, Splunk or New Relic
- Solid understanding of Windows and/or macOS in managed enterprise environments
- Working knowledge of zero trust, DLP, secure web gateways and EDR
Tools & skills
Source and dates
Source type not verified · apify-linkedin
- Employer posting date
- 2026-11-11
- First seen by our source
- 2026-11-14
- Source record updated
- 2026-11-14
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 |
| 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.
CyberForce Global
| Field | Value |
|---|---|
| Open jobs on Jobsy | 2 |
Senior Escalation Engineer | AI Enterprise Security Startup | Toronto
Cyberforce Global is partnering with one of the fastest-growing companies in enterprise security. It’s a multi-billion-dollar, late-stage business backed by top-tier VCs, and its platform is used by millions of employees at some of the world’s largest organisations. Fresh from a major funding round, they’re expanding their global Escalation team.
The role
You’ll take ownership of the most complex technical issues Fortune 500 customers raise and see each one through to resolution.
- Run complex investigations from first triage to root cause and fix, across the network, cloud, endpoint and application layers.
- Dig into real diagnostic data, including packet captures, HTTP traffic, debug bundles and logs from distributed systems, to find out what’s actually happening.
- Turn your findings into clear, evidence-backed reports with repro steps that engineering can act on straight away.
- Be the customer’s single point of contact and advocate, keeping senior stakeholders informed from escalation to resolution.
- Spot recurring issues, write runbooks and knowledge articles, and influence which fixes get prioritised.
- Get involved in major incidents and post-incident reviews.
What you’ll bring
- Around 5 years in Tier 3 support, escalations or a similar hands-on, customer-facing technical role.
- Strong networking knowledge, including DNS, TLS, proxies, VPNs and how traffic moves through an enterprise network.
- Confidence troubleshooting web applications with dev tools, HAR files and HTTP/S analysis.
- Experience querying logs and traces in an observability tool such as Datadog, Splunk or New Relic.
- Solid understanding of Windows and/or macOS in a managed enterprise environment.
- A working knowledge of security concepts such as zero trust, DLP, secure web gateways and EDR.
- Clear written communication and a calm approach when customers are under pressure.
Bonus points
- Experience with SASE, SSE, endpoint security or web security products.
- Experience with SSO and identity: SAML, OIDC, Entra ID or Okta.
- The ability to read code (JavaScript, C#, Go) or script in Python or PowerShell.
- An incident response background.
Why this one
You’ll get exposure to cutting-edge security engineering, mentoring from senior R&D engineers, and a team where escalation engineers regularly move into senior, engineering, product or leadership roles. You’ll also be part of a global team spanning the US and Israel.
Interested? Apply through this post or get in touch with the Cyberforce Global team for a confidential conversation.
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