Island
Escalation Engineer- Dallas
Dallas +1 · Full-time · Posted Oct 5, 2026
- Location
- Dallas
Dallas, Texas, United States - Experience
- 5+ years in a technical support escalation or similar customer-facing technical role.
About the job
Own complex enterprise customer escalations from triage through root-cause analysis and resolution, and use findings to improve Island’s product and incident response.
What you'll do
- Investigate escalated issues across browser, network, cloud, and endpoint layers; analyze technical data and coordinate resolution with R&D.
- Communicate findings and progress to enterprise customers, and write evidence-based reports with reproduction steps, logs, and traces.
- Identify recurring issues, contribute to knowledge-base articles and runbooks, and help coordinate production incidents and post-incident analysis.
What they ask for
- 5+ years in technical support escalation or a similar customer-facing technical role.
- Networking fundamentals, including TCP/IP, DNS, TLS/SSL, proxy architectures, and VPN concepts; proficiency with browser developer tools and HTTP/HTTPS analysis.
- Experience analyzing logs, traces, and metrics using observability platforms; knowledge of Windows and/or macOS internals and enterprise endpoint management.
- Enterprise cybersecurity awareness and ability to write clear technical reports and autonomously investigate issues.
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, code-reading or scripting ability, incident response background, or experience supporting Fortune 500 or large enterprise customers.
Tools
TCP/IP, DNS, TLS/SSL, HAR, net-export, Coralogix, Sentry, New Relic
AI focus
The company’s products include AI-powered productivity and an agentic control plane, but no specific AI work is stated for this role.
Model-written summary · the original posting is authoritative