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Added 12 mins ago
OR
Data Engineer
OSL Retail Services Inc
Mississauga, ON
- Other
Proven experience as a Data Developer, analyst, engineer, or Data Scientist
Added 12 mins ago
Senior Applied AI Engineer - Artificial Intelligence
Bloomberg
Toronto, ON
…Engineers that are bringing innovative solutions to AI-driven customer-facing…
Added 29 mins ago
SN
Senior Architectural Estimator
Saint-Gobain North America
Woodbridge, ON
- Full-time
…with strong margins, a well-organized process, and a positive customer experience at all levels. On the day to day this looks…
Added 43 mins ago
GV
Senior Engineer - Mechanical Systems
GE Vernova
Markham, ON
- Full-time
…Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources…
Added 58 mins ago
AS
Quality Engineer
AgileGrid Solutions
Canada
- Full-time
We are seeking a highly skilled and detail-oriented Quality Engineer to join our dynamic team. In this role, you will be instrumental in maintaining and enhancing the quality standards of…
Added 59 mins ago
FI
Principal Software Engineer - Zynque
Fulfillment IQ
Toronto, ON
- Full-time
Job Title: Principal Software Engineer - Zynque
Added 1 hour ago
CT
Platform Engineer, Transportation Systems
Canadian Tire Corporation
Brampton, ON · Mississauga, ON · Toronto, ON
- Full-time
As a Platform Engineer supporting Transportation Systems, you will be responsible for maintaining, enhancing, supporting, and modernizing business-critical enterprise applications across…
Added 1 hour ago
MI
Lead Engineer
Magna International
Newmarket, ON
- Full-time
Responsible for customer satisfaction related to program issues; represents the product engineering group as appropriate on technical program issues both internally and externally
Added 1 hour ago
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Senior in service engineer (MRB)
Héroux-Devtek
QC · Saint-Hubert, QC
- Full-time
Support Aircraft on Ground (AOG) situations and critical customer inquiries.
Added 1 hour ago
VS
Automation Specialist
Vidir Solutions Inc.
Arborg, MB
- Full-time
Level up your career as an Automation Controls Engineer/Specialist
Added 1 hour ago
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Software Engineer Intern (Summer 2027)
Steel
Toronto, ON
- Internship
Currently pursuing a degree in Computer Science, Software Engineering, or a related field, or have equivalent hands-on experience
Added 1 hour ago
OI
Electrical Engineer
Orbital Industries
Calgary, AB
- Full-time
The Electrical Engineer will play a critical leadership role in the design, development, and delivery of advanced building systems design, such as power, communications, and life safety…
Added 1 hour ago
S
Senior Software Engineer, Backend
Sardine
Remote, Canada
- $180,000 to $206,000 CAD / year
- Full-time
- Remote
7+ years of proven experience as a Software Engineer specializing in web backend development.
Added 1 hour ago
SI
ASIC Physical Design, Sr Staff Engineer - 16724
Synopsys Inc
Ottawa, ON · Nepean, ON
- Full-time
You are an experienced ASIC Physical Design Engineer with a passion for innovation and a proven track record in complex SoC and test chip implementations. You thrive in collaborative…
Added 2 hours ago
AH
Aircraft Maintenance Engineer
Airbus Helicopters
Fort Erie, ON
- Full-time
The Aircraft Maintenance Engineer is responsible for assembling aircraft and the mechanical aspects of installations of options, conducting ground or flight tests, inspecting and…
Added 2 hours ago
Chief Officer
DOF
Paradise, NL
…take pride in safely delivering complex solutions. You gain experience across diverse marine, subsea, and offshore operations, working with the world’s largest fleets of Subsea and high-end…
Added 2 hours ago
D
Chief Engineer
DOF
Paradise, NS
- Full-time
…take pride in safely delivering complex solutions. You gain experience across diverse marine, subsea, and offshore operations, working with the world's largest fleets of Subsea and high-end…
Added 2 hours ago
D
Chief Officer
DOF
Paradise, NS
- Full-time
…take pride in safely delivering complex solutions. You gain experience across diverse marine, subsea, and offshore operations, working with the world's largest fleets of Subsea and high-end…
Added 2 hours ago
CN
Electrical Engineer
Canadian Nuclear Laboratories
Chalk River, ON
- Full-time
…today! Our Chalk River location is looking for an Electrical Engineer to provide design authority oversight, develop engineering standards, and deliver safe, reliable electrical…
Added 4 hours ago
HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 4 hours ago
HT
PD Service - Mechanical
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 4 hours ago
HT
Applications Engineer
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 4 hours ago
HT
Product Development Engineer
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 4 hours ago
RS
Pipeline Integrity Technician
Rockwood Service Corporation
Edmonton, AB
- Full-time
…pipeline sectors to a range of industries. As a company driven on customer service and a high-quality product, we strive to offer leading edge technology and our team of technicians are…
Added 5 hours ago
C-
Technical Sales and Field Service Engineer
Captiveaire - Region 114 Western PA
Saskatoon, SK
- Full-time
Continuously evaluate and improve processes as well as the customer experience.

Island

Escalation Engineer- Toronto

Toronto, ON, Canada

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Job details

Posting language: English
Posted: Oct 15, 2026

Original job description

Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely.

Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume.

Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises.

Come build with us. Together, we’re changing how the world works.

What You'll Do

As an Escalation Engineer, you’ll join our growing global Escalation team that sits at the intersection of our customers and our engineering teams. You will deliver exceptional support experiences to some of the world’s largest enterprises by owning complex investigations end-to-end and driving systemic improvements back into the product. Your frontline insights will shape product priorities and directly impact how Fortune 500 enterprises experience Island.

Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.
Analyze real technical data: Work directly with support debug packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs across distributed systems.
Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction steps, logs, and traces that enable engineering teams to act quickly to get issues resolved.
Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
Drive systemic improvements & cross-team triage: Identify patterns across escalations, contribute to knowledge base articles and runbooks to reduce future volume, and participate in prioritization discussions where your insight directly influences what gets fixed and when.
Incident Response & Coordination: You’ll occasionally join high-impact production incidents affecting enterprise customers, partnering with customer-facing teams and Engineering to help coordinate investigation and remediation efforts. You’ll also contribute to post-incident analysis, including root cause analysis (RCA) documentation

Must Have

5+ years in a technical support escalation or similar customer-facing technical role
Networking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts
Web debugging proficiency: Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis
Log analysis experience: Comfort working with observability platforms (Coralogix, Sentry, New Relic, or similar) to query logs, traces, and metrics
OS knowledge: Windows and/or macOS internals, enterprise endpoint management concepts
Cybersecurity awareness: Understanding of enterprise security concepts (zero trust, DLP, secure web gateways, endpoint protection)
Excellent written communication: Ability to write clear, structured technical reports for both engineering teams and enterprise customers
Self-directed investigation skills: Comfortable driving investigations autonomously, triangulating across multiple data sources without a predefined playbook
Composure under pressure: Ability to manage frustrated enterprise stakeholders with empathy and ownership

Nice to Have

Experience with enterprise browser, endpoint security, or SASE/SSE products
Familiarity with Chromium architecture, extensions, or browser internals
Identity and authentication expertise (SSO, SAML, OAuth/OIDC, Azure AD, Okta)
Code reading ability: Can read and follow code in JavaScript, C#, Go, or similar languages to understand product behavior
Scripting ability (Python, PowerShell, Bash) for log parsing or reproduction automation
Background in incident response
Experience supporting Fortune 500 or large enterprise customers

Data Privacy

You can find information on how we process and protect your personal data in our Candidate and Employee Privacy Notice. For any privacy-related questions, contact us at privacy@island.io.

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More about this job

Responsibilities

You will own complex technical investigations end-to-end, spanning browser, network, and endpoint layers while collaborating with R&D to drive systemic product improvements. Additionally, you will act as a customer advocate by managing communication during high-impact incidents and translating technical findings for enterprise stakeholders.

Requirements

Candidates must have 5+ years of experience in a technical support escalation or customer-facing role with strong networking and web debugging proficiency. Proficiency in log analysis, OS internals, and cybersecurity concepts is essential, along with excellent written communication skills.

Skills

Technical support
Networking fundamentals
TCP/IP
DNS
TLS/SSL
Proxy architectures
Web debugging
Log analysis
Observability platforms
Windows internals
macOS internals
Cybersecurity awareness
Zero trust
DLP
Incident response
Technical writing

Visa sponsorship

Not detected in the job text

Keywords

Escalation Engineer
Enterprise workspace
Chromium
Network captures
HAR
Coralogix
Sentry
New Relic
Endpoint management
Secure web gateways
SAML
OAuth
OIDC
Azure AD
Okta
JavaScript
C#
Go
Python
PowerShell
Bash
SASE
SSE
Root cause analysis
Runbooks
Observability
Cloud
Endpoint protection

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