At a Glance
- Tasks: Lead technical investigations and connect customers with engineering teams.
- Company: Join Island, a forward-thinking tech company focused on innovation.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on continuous improvement and learning.
- Why this job: Make a real impact by solving complex technical challenges for enterprise customers.
- Qualifications: 5+ years in technical support escalation and strong troubleshooting skills.
The predicted salary is between 80145 - 97955 $ per year.
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 in Toronto employer: Island
Join a forward-thinking company that values innovation and collaboration, where your expertise as a Senior Software Engineer will be instrumental in shaping cutting-edge enterprise solutions. With a strong emphasis on employee growth, we offer continuous learning opportunities and a supportive work culture that encourages creativity and teamwork. Located in a vibrant tech hub, our workplace fosters a dynamic environment that not only prioritizes high-quality software delivery but also promotes a healthy work-life balance.
