{"id":1917222,"url":"https://alion.io/job/island-io-escalation-engineer-toronto","title":"Escalation Engineer- Toronto","company":{"id":40053,"name":"Island.io","domain":"island.io","url":"https://alion.io/company/island-io","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":85000,"period":"year","method":"role_country_seniority_unknown","sample_n":132},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"DLP","optional":false},{"name":"DNS","optional":false},{"name":"New Relic","optional":false},{"name":"Sentry","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Zero Trust","optional":false},{"name":"Azure","optional":true},{"name":"C#","optional":true},{"name":"Go","optional":true},{"name":"JavaScript","optional":true},{"name":"Okta","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-05T16:22:06Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-19T23:56:47Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely.\nBehind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume. \nBacked by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises.\nCome build with us. Together, we’re changing how the world works. \nWhat You'll Do\nAs 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.\nOwn complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.\nAnalyze 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.\nCollaborate 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.\nBe the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.\nDrive 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.\nIncident 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\nMust Have\n5+ years in a technical support escalation or similar customer-facing technical role\nNetworking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts\nWeb debugging proficiency: Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis\nLog analysis experience: Comfort working with observability platforms (Coralogix, Sentry, New Relic, or similar) to query logs, traces, and metrics\nOS knowledge: Windows and/or macOS internals, enterprise endpoint management concepts\nCybersecurity awareness: Understanding of enterprise security concepts (zero trust, DLP, secure web gateways, endpoint protection)\nExcellent written communication: Ability to write clear, structured technical reports for both engineering teams and enterprise customers\nSelf-directed investigation skills: Comfortable driving investigations autonomously, triangulating across multiple data sources without a predefined playbook\nComposure under pressure: Ability to manage frustrated enterprise stakeholders with empathy and ownership\nNice to Have\nExperience with enterprise browser, endpoint security, or SASE/SSE products\nFamiliarity with Chromium architecture, extensions, or browser internals\nIdentity and authentication expertise (SSO, SAML, OAuth/OIDC, Azure AD, Okta)\nCode reading ability: Can read and follow code in JavaScript, C#, Go, or similar languages to understand product behavior\nScripting ability (Python, PowerShell, Bash) for log parsing or reproduction automation\nBackground in incident response\nExperience supporting Fortune 500 or large enterprise customers\nData Privacy\nYou can find information on how we process and protect your personal data in our Employee & Applicant Privacy Notice. For any privacy-related questions, contact us at .","description_format":"text","description_chars":4517,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Vacation Rentals","Hotels & Resorts"],"lifecycle":[{"event":"open","at":"2026-10-05T16:45:59Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.664,"p_room":0.55,"age_days":13,"expected_fill_days":13,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/island-io-escalation-engineer-toronto","json_url":"https://alion.io/job/island-io-escalation-engineer-toronto.json","meta":{"generated_at":"2026-10-20T01:30:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1816,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":40053},"rest":"https://alion.io/mcp/rest/get_company?id=40053"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fisland-io-escalation-engineer-toronto"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fisland-io-escalation-engineer-toronto"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fisland-io-escalation-engineer-toronto"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/island-io-escalation-engineer-toronto\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fisland-io-escalation-engineer-toronto"}]}