Elevate your engineering skills as an Escalation Engineer at Island, a leader in secure enterprise solutions. Drive support excellence while collaborating with top-tier clients on complex investigations.

In this agile role, you will interact directly with both enterprise customers and engineering teams. With over five years in a technical support escalation role, you'll utilize networking fundamentals and log analysis expertise. Your contributions will directly shape product priorities while ensuring seamless communication and incident resolution processes.

Key Responsibilities:
• Own communications from escalation to resolution
• Write detailed escalation reports for engineering teams




• Identify patterns in escalations to improve future responses
• Participate in high-impact incident responses
• Contribute to post-incident analysis and corrective actions

Requirements:
• 5+ years in technical support or escalation roles
• Knowledge of TCP/IP, DNS, and VPN concepts
• Experience with observability platforms like New Relic
• Robust understanding of Windows/Mac OS internals
• Excellent written communication skills

Shape the future of enterprise work with your expertise at Island.
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📌 Escalation Engineer for Global Enterprises (Ontario)
🏢 Island
📍 Ontario