Escalation Engineer- Dallas

Island • Dallas, TX

7d

About The Position

Island is hiring an Escalation Engineer to join its global Escalation team, working at the intersection of enterprise customers and engineering. The role delivers support to large enterprises by owning complex technical investigations from triage through root cause analysis and resolution, and by feeding systemic product improvements back to engineering. The engineer analyzes technical evidence across browser, network, cloud, and endpoint layers; collaborates with R&D through detailed, evidence-based reports; and communicates findings and progress to customers. The role also identifies recurring escalation patterns, contributes to knowledge resources and runbooks, participates in prioritization discussions, and occasionally supports high-impact production incidents and post-incident analysis. The position is based in Dallas, as indicated by the job title.

Requirements

• At least 5 years in technical support escalation or a similar customer-facing technical role.
• Knowledge of 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 produce clear, structured technical reports for engineering teams and enterprise customers.
• Ability to drive investigations autonomously and triangulate 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, Bash, or similar for log parsing or reproduction automation.
• Background in incident response.
• Experience supporting Fortune 500 or large enterprise customers.

Responsibilities

• Own escalated technical cases 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, investigate network infrastructure, and correlate distributed-system events.
• Write detailed escalation reports for R&D, including evidence, reproduction steps, logs, and traces.
• Own customer communications from escalation through resolution and explain complex technical findings clearly.
• Identify recurring escalation patterns and contribute knowledge base articles and runbooks to reduce future support volume.
• Participate in cross-team triage and prioritization discussions, sharing insights that influence product fixes.
• Occasionally support high-impact production incidents by coordinating investigations and remediation with customer-facing teams and Engineering.
• Contribute to post-incident analysis, including root cause analysis documentation.

Benefits

• Work with cutting-edge technology spanning browser engineering, enterprise security, and zero-trust networking.
• Direct mentorship from senior R&D engineers and exposure to Chromium, distributed networking, and cloud architecture.
• Visible customer impact, with investigations directly shaping product quality for large organizations.
• Collaborative, growth-oriented environment with potential career paths 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