Escalation Engineer - Dallas jobs in United States
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Island · 3 months ago

Escalation Engineer - Dallas

positionTX, Coppell, US
timeFull-time
remoteHybrid
senioritySenior Level
date5+ years exp

Island is a rapidly expanding startup developing an Enterprise Browser, seeking an experienced Escalation Engineer to join their growing team. The role involves managing escalated support cases, collaborating with the Research and Development team, and providing effective resolutions to customer issues while ensuring customer satisfaction.

Computer Software
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H1B Sponsor Likelynote

Responsibilities

Managing escalated support cases and conducting intricate technical investigations in collaboration with our Research and Development team
Working closely with Island customers, including many global, Fortune 500 companies, on providing solutions that meet their needs
Providing effective resolutions to customer issues, ensuring bugs are reported and addressed promptly
Representing the customer’s perspective in internal discussions, and working closely with our Product and R&D leadership to ensure customer satisfaction
Sharing knowledge through the creation of internal documentation and mentoring our customer-facing teams (Support, Customer Success, Sales Engineering)

Qualification

SaaS troubleshootingCloud-based troubleshootingCyber SecurityWeb debuggingInvestigation toolsAlerting toolsMonitoring toolsCustomer serviceReading codeProblem-solvingTechnical documentationMentoring

Required

A minimum of 5 years of experience in the Customer Support field, preferably as a Tier 3 support or Escalation Engineer
Proven experience with SaaS and Cloud-based troubleshooting as well as strong capabilities in web troubleshooting and debugging
Experience with investigation tools, as well as alerting and monitoring tools
Experience in Cyber Security
Ability to read and understand code

Company

Island

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What if the enterprise had complete control over the browser? What would it mean for security, for productivity, for work itself? Introducing Island, the Enterprise Browser - the ideal enterprise workplace, where work flows freely while remaining fundamentally secure.
dateFounded in 2020
location
Dallas, TX, US
people-size201-500 employees
web-link
https://island.io/

H1B Sponsorship

Island has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)

Funding

Current Stage
Growth Stage

Leadership Team

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Michael Fey
Co-Founder & CEO
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Brian Kenyon
Founding Team Member & Chief Strategy Officer
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