Jobs in Canada

Email me new jobs Save this search

Added 2 months ago
S
Principal NPI Test Engineer
Semtech
Burlington, ON · CAN - Burlington, ON
- Full-time
…the center of excellence for test innovation, working closely with all business units to deliver breakthrough test capabilities. We specialize in mixed-signal, high-speed digital, and RF…
Added 2 months ago
Staff/Sr. Staff Design Verification Engineer
Lightmatter
Toronto, ON
Lightmatter is (re)inventing the future of computing with light!
Added 2 months ago
I
Escalation Engineer - Toronto
Island
Remote, Canada
- Full-time
- Remote
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…
Added 7 months ago
Q
LLM Serving Engineer (Cloud AI Engineering), Senior / Staff Engineer
Qualcomm
Markham, ON
- Full-time
Strong Python development skills for large-scale projects with passion for software engineering.
Added 7 months ago
Q
LLM Serving Engineer (Cloud AI Engineering), Senior / Staff Engineer
Qualcomm
Markham, Ontario
- Full-time
Strong Python development skills for large-scale projects with passion for software engineering.
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 6 months ago
Implementation Associate
Forma.ai
Toronto, Ontario
The Customer Operations team works closely with new and existing customers by implementing product features, managing the operational parts of the platform, and optimizing our client’s…
Added 4 months ago
O
Sr. Automation Engineer
Omnissa
Vancouver, British Columbia · Canada-British Columbia
- $185,000 to $211,400 CAD / year
- Full-time
…strong programming skills are essential. Automation Engineer with a minimum of 5 years of experience in automation and benchmarking. The ideal candidate will possess expertise in…
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
…Inclusiveness, Drive Efficiency, and Maximize Customer Value - all with the aim of achieving shared success for our clients and our…
Added 2 months ago
Staff Software Engineer - Fullstack
Databricks
Vancouver, BC
10+ years of experience with server-side web technologies (eg: Node.js, Java, Python, Scala, C#, C++,Go).
Added 2 months ago
Senior Software Engineer - Fullstack
Databricks
Vancouver, BC
5+ years of experience with server-side web technologies (eg: Node.js, Java, Python, Scala, C#, C++,Go).
Added 2 months ago
Principal CPU Microarchitect - RISC-V & AI Compute
Tenstorrent
Toronto, ON
Our Tensix Team is building the future of AI compute with a ground-up architecture centered on scalable RISC-V processors. As we push performance boundaries, we’re reimagining the frontend…
Added 4 months ago
TT
Montreal, Senior Software Developer - AI Platform
Terzo Technologies
Montreal, Quebec
- Full-time
…Terzo Data Science team is seeking a skilled Senior Software Developer with a passion for designing and building innovative solutions. You will have the opportunity to work on a…

No more jobs.

Island

Escalation Engineer - Toronto

Remote, Canada

Remote

Full-time

Apply About employer

Applications open in a new tab.

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

Apply About employer

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

Report this job