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Added 1 month ago
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Software Engineer Intern
Cresta
Toronto, Ontario
- $30 to $50 CAD / hour
As a Software Engineer Intern, you’ll build systems that power real-time, AI-driven customer interactions in contact centers. You’ll work on production infrastructure where latency,…
Added 3 months ago
Senior Security Operations Engineer
Brex
Vancouver, British Columbia
As a Security Operations Engineer at Brex, you will focus on preventing, detecting and responding to security threats across Brex's corporate and cloud environments. You will use existing…
Added 4 months ago
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Applied AI Engineer
Nexxa.AI
Remote, Canada
- Full-time
- Remote
5–10+ years in engineering roles such as Forward Deployed Engineer, ML Engineer, Software Engineer, Solutions Engineer, Technical Consultant, or similar.
Added 1 month ago
TM
Solutions Engineer
Trend Micro
Canada Off-Site
- $180,000 to $215,000 CAD / year
- Full-time
Hands-on experience with API integrations, scripting, automation, or lightweight coding (Python, Bash, PowerShell).
Added 1 month ago
TM
Channel Solutions Engineer
Trend Micro
Montreal, QC
- $180,000 to $230,000 CAD / year
- Full-time
Hands-on experience with API integrations, scripting, automation, or lightweight coding (Python, Bash, PowerShell).
Added 2 months ago
FG
Lead Software Engineer, Full-Stack Applications - Ratings Technology
Fitch Group
Toronto, ON
- $160,000 to $200,000 CAD / year
Lead Software Engineer, Full-Stack Applications – Ratings Technology
Added 4 months ago
TR
Senior Software Engineer - AI (Materia AI)
Thomson Reuters
Remote, Canada
- Full-time
- Remote
…accounting professionals, and we’re looking for a Senior Software Engineer who can architect high‑performance backend systems that bring real‑world AI capabilities to life. If you thrive in…
Added 2 months ago
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Escalation Engineer - Toronto
Island
Remote, Canada
- Full-time
- Remote
Scripting ability (Python, PowerShell, Bash) for log parsing or reproduction automation
Added 2 months ago
Senior Automation Engineer
ATS Automation
Montreal, Quebec
As a Senior Automation Engineer, you will apply your diverse knowledge of engineering principles and practices to a broad variety of assignments and related fields, making decisions…
Added 5 months ago
Production Services Technician (PST)
Sony Pictures Imageworks
Vancouver, British Columbia
…pipelines that drive these processes. By developing and modifying python tools and scripts throughout the course of a show, PSTs ensure that these tasks become seamless and efficient, even…
Added 1 month ago
Transformation Engineer - Software Development, AI & Quality Engineering
Fitch Group
Toronto, ON
Fitch Group is seeking a hands-on Transformation Engineer with strong expertise in software development, AI-enabled engineering, and modern quality practices. This role will focus on…
Added 1 month ago
Sr. Engineer, SoC Design Verification
Tenstorrent
Toronto, ON
Familiar with Python, C/C++, Tcl, CocoTB, or similar verification automation tools.
Added 4 months ago
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Sr. Automation Engineer
Omnissa
Vancouver, British Columbia · Canada-British Columbia
- $185,000 to $211,400 CAD / year
- Full-time
As a Sr. Automation Engineer, a deep understanding of infrastructure, automation framework/tools (like Git, Maven, Jenkins, Ansible, Terraform, Saltstack, Docker/Kubernetes), and strong…
Added 4 months ago
O
Sr. Software Engineer, Virtual Desktop
Omnissa
Vancouver, British Columbia · Canada-British Columbia
- $185,000 to $211,400 CAD / year
- Full-time
…Compliance through common data, identity, administration, and automation services. Built on the vision of autonomous workspaces - self configuring, self-healing, and self-securing - Omnissa…
Added 2 months ago
Trade Flow Support - Trading Infrastructure Support
Squarepoint Capital
Montreal, QC
The Trading Infrastructure Support Engineer will be part of a highly talented team of support engineers responsible for ensuring high availability of Squarepoint’s mission critical services…

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Island

Escalation Engineer - Toronto

Remote, Canada

Remote

Full-time

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Job details

Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Aug 14, 2026

Original job description

Island is the ideal environment for enterprise work - 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, giving organizations universal visibility and control while delivering a fast, fluid, beautifully simple experience to users. It's not just a better way to secure work. It's a better way to work.

Backed by Coatue Management, Insight Partners, Sequoia Capital, and others, and trusted by some of the largest enterprises on the planet, Island is redefining what the modern workplace can be.

Recent Awards:

2024 - Chosen as one of LinkedIn's Top Startups of 2024 in Dallas

2025 - Named #6 in the 2025 Dallas 100™ Entrepreneur Awards

2026 - CNBC Disruptor 50 List

Come join us in building something that's already 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 and long-term corrective actions.

Requirements

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

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More about this job

Responsibilities

As an Escalation Engineer, you will manage escalated support cases and conduct intricate technical investigations in collaboration with the Research and Development team. You will work closely with Island customers to provide effective resolutions to their issues and ensure customer satisfaction.

Requirements

The ideal candidate will have a minimum of 5 years of experience in Customer Support, preferably as a Tier 3 support or Escalation Engineer. They should have proven experience with SaaS and Cloud-based troubleshooting, as well as strong capabilities in web troubleshooting and debugging.

Skills

Customer Support
SaaS
Cloud-Based Troubleshooting
Web Troubleshooting
Debugging
Investigation Tools
Alerting Tools
Monitoring Tools
Cyber Security
Coding

Visa sponsorship

Not detected in the job text

Keywords

Escalation Engineer
Enterprise Browser
Technical Investigations
Customer Satisfaction
Fortune 500
Internal Documentation
Mentoring
Problem-Solver
Technical Challenges
Customer Service
Cyber Security
Chromium-Based Browser
Governance
Visibility
Control
Startup
Research and Development

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