Become a Senior Escalation Engineer at Island and lead technical investigations for notable clients. This role combines support case management with mentoring and customer engagement.As part of our first Escalation team at Island, your responsibilities will include resolving complex support queries from Fortune 500 customers. Collaborating with Product and R&D leadership, you'll ensure high customer satisfaction and address critical bugs with precision. Your long-standing background in Customer Support and Cyber Security will enable you to navigate technical challenges and enhance our service quality.Key Responsibilities:Manage intricate escalated support casesLead technical investigations with Research and DevelopmentDeliver effective solutions and report bugsCollaborate with internal teams for customer satisfactionDocument processes and mentor customer teamsRequirements:5+ years experience in a support role, Tier 3 preferredDemonstrated SaaS and Cloud troubleshooting skillsFamiliar with investigation and monitoring technologiesKnowledge of Cyber Security principlesProficient in reading and understanding codeTransform enterprise work at Island with your technical expertise and customer-focused approach.

📌 Escalation Engineer - Toronto
🏢 Island
📍 Toronto