Technical investigations define this Escalation Engineer role at Island, using networking, web debugging, and log analysis across enterprise environments.

As part of Island’s global Escalation team, you will connect customers with engineering teams through complex technical investigations. You will analyze browser, network, cloud, and endpoint layers while translating findings for enterprise customers. Your work will also identify systemic improvements and inform product priorities.

Key Responsibilities:

- Own escalated investigations from triage through root cause and resolution
- Analyze Chromium traces, network captures, logs, and diagnostic tools
- Write evidence-based reports with reproduction steps, logs, and traces




- Communicate technical findings clearly throughout customer escalations
- Contribute to runbooks, knowledge articles, and incident analysis

Requirements:

- Five or more years in technical support escalation
- Knowledge of TCP/IP, DNS, TLS/SSL, proxies, and VPNs
- Web debugging experience with developer tools and network traces
- Experience querying logs, traces, and metrics in observability platforms
- Knowledge of Windows or macOS and enterprise endpoint management

Apply technical investigation, customer communication, and cross-team escalation skills to shape Island’s enterprise product experience.

📌 Senior Technical Escalation Engineer (Toronto)
🏢 Island
📍 Toronto