Escalation Engineer - Dallas

Island • Coppell, TX

3d

About The Position

Island is hiring an Escalation Engineer to join its growing global Escalation team, which works at the intersection of customers and engineering. The role delivers technical support to large enterprises by owning complex investigations end-to-end and feeding systemic findings back into the product. The engineer's investigations and frontline insights help shape product priorities and the experience of Fortune 500 customers.

The position involves analyzing browser, network, cloud, and endpoint issues; using technical data and diagnostic tools to isolate root causes; and collaborating with R&D through detailed, evidence-based reports. It also includes owning customer communication during escalations, identifying recurring issues and contributing knowledge-base articles and runbooks, participating in prioritization discussions, and occasionally coordinating investigation and remediation during high-impact production incidents. The role contributes to post-incident analysis and root-cause documentation.

Requirements

• At least 5 years of experience in technical support escalation or a similar customer-facing technical role.
• Networking fundamentals, including TCP/IP, DNS, TLS/SSL, proxy architectures, and VPN concepts.
• Proficiency with web debugging, including browser developer tools, network traces such as HAR and net-export, and HTTP/HTTPS analysis.
• Experience analyzing logs using observability platforms such as Coralogix, Sentry, New Relic, or similar tools.
• Knowledge of Windows and/or macOS internals and enterprise endpoint management concepts.
• Understanding of enterprise cybersecurity concepts, including zero trust, DLP, secure web gateways, and endpoint protection.
• Excellent written communication and ability to write clear, structured technical reports for engineering teams and enterprise customers.
• Ability to drive investigations autonomously and triangulate information across multiple data sources without a predefined playbook.
• Ability to manage frustrated enterprise stakeholders with empathy and ownership.

Nice To Haves

• Experience with enterprise browser, endpoint security, or SASE/SSE products.
• Familiarity with Chromium architecture, extensions, or browser internals.
• Expertise in identity and authentication, including SSO, SAML, OAuth/OIDC, Azure AD, or Okta.
• Ability to read and follow code in JavaScript, C#, Go, or similar languages to understand product behavior.
• Scripting ability in Python, PowerShell, or Bash for log parsing or reproduction automation.
• Background in incident response.
• Experience supporting Fortune 500 or large enterprise customers.

Responsibilities

• Own escalated investigations from initial triage through root-cause analysis and resolution across browser, network, cloud, and endpoint layers.
• Analyze support debug packages, Chromium traces, network captures, logs, and diagnostic data to isolate browser behavior, assess network infrastructure, and correlate information across distributed systems.
• Write detailed, evidence-based escalation reports for R&D, including reproduction steps, logs, and traces.
• Own customer communications from escalation through resolution, translating technical findings into clear updates for enterprise customers.
• Identify patterns across escalations and contribute knowledge-base articles and runbooks to reduce future support volume.
• Participate in cross-team triage and prioritization discussions, providing insights that inform what issues are fixed and when.
• Occasionally participate in high-impact production incident response, coordinating investigations and remediation with customer-facing teams and Engineering.
• Contribute to post-incident analysis, including root-cause analysis documentation.

Benefits

• Direct mentorship from senior engineers across R&D, with exposure to Chromium, distributed networking, and cloud architecture.
• A collaborative, growth-oriented environment with opportunities to grow into senior escalation, R&D engineering, product, or technical leadership roles.
• Cross-functional exposure across engineering, product, and customer success teams.
• Global team collaboration across the US and Israel.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed