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Island is hiring an Escalation Engineer to join their growing global Escalation team in Dallas. This role sits at the intersection of customer support and engineering, delivering exceptional support experiences to Fortune 500 enterprises by owning complex technical investigations end-to-end.
You will take escalated cases from initial triage through root cause analysis and resolution, working across browser, network, cloud, and endpoint layers. The role involves analyzing real technical data using support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.
Key responsibilities include collaborating with R&D teams to write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly. You'll own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
You'll drive systemic improvements by identifying patterns across escalations, contributing to knowledge base articles and runbooks to reduce future volume, and participating in prioritization discussions where your insights directly influence product roadmap decisions. Occasionally, you'll join high-impact production incidents affecting enterprise customers, partnering with customer-facing teams and Engineering to coordinate investigation and remediation efforts. You'll also contribute to post-incident analysis and root cause analysis documentation.
Island is backed by Coatue Management, Insight Partners, and Sequoia Capital, and is trusted by some of the largest enterprises globally. The company was named one of LinkedIn's Top Startups of 2024 in Dallas, #6 in the 2025 Dallas 100 Entrepreneur Awards, and included in the 2026 CNBC Disruptor 50 List.
