Escalation Engineer - Toronto
Core
Own complex technical investigations end-to-end for enterprise customers, analyzing logs, traces, and network data to resolve issues and drive systemic product improvements.
Role type
Senior Escalation Engineer (Technical Support)
Builds
Island Enterprise Platform (AI enablement, network access, data protection, identity, endpoint control)
Domain
Enterprise Security / SASE / Browser & Network Debugging
Deliverable
client delivery
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
Coralogix, Sentry, New Relic, Chromium, Azure AD, Okta
Responsibilities
Own complex investigations from triage to resolution spanning browser, network, cloud, and endpoint layers; analyze real technical data including debug packages and network captures; write evidence-based escalation reports for engineering teams; communicate with enterprise customers to translate technical findings; identify patterns to reduce future escalation volume; coordinate incident response and contribute to post-incident root cause analysis (via careerplan.io/jobs/09-00A-30-F50-escalation-engineer-toronto)
Seniority
Senior, hands-on IC