Escalation Engineer

Description:

Island is the ideal environment for enterprise work, where security is everywhere without ever getting in the way.

The Island Enterprise Platform unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace—so organizations get universal visibility and control, and users get a fast, fluid, beautifully simple experience. It's not just a better way to secure work. It's a better way to work. Backed by investors like Coatue Management, Insight Partners, and Sequoia Capital, and trusted by some of the largest, most respected enterprises on the planet, Island is redefining what the modern workplace can be.

Come join us in building something that's already changing how the world works.

As an Escalation Engineer, you’ll join our growing global Escalation team that sits at the intersection of Customer Support and Engineering. You’ll lead the technical investigation and resolution of our most complex customer issues, working closely with our R&D, Product, and Customer Success teams to ensure customer satisfaction and operational excellence. This is an exciting opportunity to be part of a rapidly expanding team that delivers exceptional support experiences to some of the world’s largest enterprises.

Responsibilities

• Own and manage escalated customer cases, performing deep technical investigations in collaboration with R&D.
• Partner directly with enterprise customers — including multiple Fortune 500 companies — to drive timely and effective resolutions.
• Identify and report product issues, ensuring clear communication and follow-up with Engineering.
• Serve as the customer’s advocate in internal discussions, influencing prioritization and product direction.
• Contribute to knowledge sharing through the creation of internal documentation and technical case insights.

The ideal candidate will have:

• 5+ years of experience in Customer Support or Technical Escalations (Tier 3 or equivalent).
• Strong background in SaaS and Cloud-based troubleshooting.
• Proficiency in web debugging and analysis (e.g., network traces, browser developer tools, console logs).
• Familiarity with alerting, monitoring, and diagnostic tools.
• Experience or understanding of Cybersecurity concepts and technologies.
• Ability to read and interpret code (e.g., JavaScript, C#, or similar).
• Excellent communication and collaboration skills, with a strong sense of ownership and accountability.

At Island, we value our team members and strive to create a supportive and growth-oriented environment. If you are a problem-solver who enjoys technical challenges, has a passion for customer service, and possesses a strong background in Cyber Security and coding, we would love to hear from you.