Island · 1 day ago
Escalation Engineer - Dallas
Dallas, TX
Full-time
Onsite
Senior Level
5+ years expIsland is redefining how organizations secure and enable their workforce through its Enterprise Browser. As an Escalation Engineer, you will lead the technical investigation and resolution of complex customer issues, collaborating closely with various teams to ensure customer satisfaction and operational excellence.
Computer Software
Responsibilities
Own and manage escalated customer cases, performing deep technical investigations in collaboration with R&D
Partner directly with enterprise customers — including multiple Fortune 500 companies — to drive timely and effective resolutions
Identify and report product issues, ensuring clear communication and follow-up with Engineering
Serve as the customer’s advocate in internal discussions, influencing prioritization and product direction
Contribute to knowledge sharing through the creation of internal documentation and technical case insights
Qualification
Required
5+ years of experience in Customer Support or Technical Escalations (Tier 3 or equivalent)
Strong background in SaaS and Cloud-based troubleshooting
Proficiency in web debugging and analysis (e.g., network traces, browser developer tools, console logs)
Familiarity with alerting, monitoring, and diagnostic tools
Experience or understanding of Cybersecurity concepts and technologies
Ability to read and interpret code (e.g., JavaScript, C#, or similar)
Excellent communication and collaboration skills, with a strong sense of ownership and accountability
Company
Island
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.
201-500 employees
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 StageLeadership Team
Michael Fey
Co-Founder & CEO
Brian Kenyon
Founding Team Member & Chief Strategy Officer
Recent News
Crunchbase News
2024-05-15
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2024-05-14
2024-05-03
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