Description
Island is hiring an Escalation Engineer to handle complex enterprise customer investigations across browser, network, cloud, and endpoint layers. The role analyzes technical diagnostics, writes evidence-based reports for R&D, manages customer communications, drives knowledge-base and runbook improvements, and supports incident response and root-cause analysis. It requires at least five years of technical support escalation or a similar customer-facing technical background, strong networking and web-debugging expertise, log analysis, Windows/macOS and endpoint-management knowledge, enterprise cybersecurity awareness, technical writing, autonomous investigation, and composure with customers.
