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Island is hiring an Escalation Engineer to join their global support and engineering coordination team in Toronto. You'll own complex technical investigations end-to-end for enterprise customers, working across browser, network, cloud, and endpoint layers. Your responsibilities include triaging escalated cases, performing root cause analysis, and driving resolution while maintaining direct communication with Fortune 500 customers.
You'll analyze technical data using support debug packages, Chromium traces, network captures, and log platforms to isolate issues and understand system behavior. A core part of the role is collaborating with the R&D team by writing detailed, evidence-based escalation reports with reproduction steps and diagnostic data that enable engineers to act quickly. You'll serve as the customer's advocate throughout the resolution process, translating complex technical findings into clear, actionable updates.
Beyond individual investigations, you'll identify patterns across escalations to drive systemic improvements. You'll contribute to knowledge base articles, runbooks, and triage processes that reduce future support volume and improve product quality. Your frontline insights will directly influence product priorities and engineering roadmap decisions.
Occasionally, you'll participate in high-impact production incidents affecting enterprise customers, coordinating between customer-facing teams and engineering to investigate and remediate issues. You'll also contribute to post-incident analysis and root cause documentation to prevent recurrence.
Island's Enterprise Platform unifies AI enablement, network access, data protection, identity, and endpoint control into a single workspace. The company is backed by Coatue Management, Insight Partners, and Sequoia Capital, and is trusted by some of the world's largest enterprises. Recent recognition includes LinkedIn's Top Startups of 2024, Dallas 100 Entrepreneur Awards (#6 in 2025), and the CNBC Disruptor 50 List.
