Escalation Engineer - Dallas
Core
Own complex technical investigations end-to-end for enterprise customers, analyzing browser, network, and endpoint issues to drive product improvements.
Role type
Senior Escalation Engineer (Technical Support)
Builds
Enterprise security platform (Island) unifying AI, network access, data protection, and identity.
Domain
Enterprise Security / Zero Trust / Browser Engineering
Required skills
TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts, browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis, observability platforms (Coralogix, Sentry, New Relic), Windows/macOS internals, enterprise endpoint management, zero trust, DLP, secure web gateways, endpoint protection, technical report writing, autonomous investigation
Preferred skills
enterprise browser/endpoint security/SASE/SSE products, Chromium architecture, identity and authentication (SSO, SAML, OAuth/OIDC, Azure AD, Okta), code reading (JavaScript, C#, Go), scripting (Python, PowerShell, Bash), incident response, Fortune 500 support
Technologies
Chromium, distributed networking, cloud architecture, Coralogix, Sentry, New Relic, JavaScript, C#, Go, Python, PowerShell, Bash
Responsibilities
Own complex investigations end-to-end from triage to resolution; Analyze real technical data including debug packages, traces, and logs; Collaborate with R&D to write evidence-based escalation reports; Be the customer's advocate managing communication loops; Drive systemic improvements and cross-team triage; Incident Response & Coordination for high-impact production incidents
Seniority
Senior, hands-on IC