Escalation Engineer

Description

We’re a team of driven, high-character professionals from diverse backgrounds who came together to reinvent work for the modern enterprise.

Island – the Enterprise Browser – is redefining how organizations secure and enable their workforce. By embedding the core needs of the enterprise directly into the browser, Island gives companies complete control, visibility, and governance over the last mile of user interaction — while providing employees with the same seamless Chromium-based experience they already know and love.What we’re building isn’t just another security solution — it’s a new foundation for how work gets done securely, efficiently, and at scale.

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.