Description
Island is hiring an Escalation Engineer to handle complex enterprise technical support investigations across browser, network, cloud, and endpoint layers. The role involves analyzing traces, logs, network captures, and diagnostic data; collaborating with R&D through evidence-based escalation reports; communicating findings to enterprise customers; improving runbooks and knowledge bases; and supporting incident response and root-cause analysis. The position requires at least five years of technical support escalation or similar customer-facing technical experience, strong networking, web debugging, log analysis, operating-system, cybersecurity, written communication, and autonomous investigation skills.
