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Technical Product Manager
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- $72,800 to $130,000 USD / year
…science, intelligent process discovery, re-engineering and automation who work at zero distance across Optum and UHC. We garner relevant insights on current challenges faced by each…
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Senior Risk Insurance Services Analyst - Eden Prairie, MN preferred, remote considered
UnitedHealth Group
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ReactNative Architect
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United States
⦁ Facilitate a smooth transition by ensuring knowledge transfer and adherence to quality standards, while contributing to the build and deployment automation strategy
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Working proficiency in Python and shell scripting for automation, plus comfort reading code in the languages the application team ships in.
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Functions - Finance, Full Time Associate, Buffalo - USA, 2027
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Functions - Finance, Summer Associate, Charlotte - USA, 2027
Citibank, N.A.
United States
- $105,000 USD / year
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Citibank, N.A.
United States
- $90,000 USD / year
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Process Improvement and Automation: Contribute to continuous improvement initiatives by enhancing reporting processes, automating recurring tasks, and supporting system and process…
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…associated with pharmacy systems such as Intercom Plus, registers, automation, StoreNET to provide support to customers as well as pharmacy staff. Proposes and implements enhancements to…
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Pharmacy Intern Grad
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…associated with pharmacy systems such as Intercom Plus, registers, automation, StoreNET to provide support to customers as well as pharmacy staff. Proposes and implements enhancements to…

Island

Escalation Engineer - Dallas

Coppell, TX, United States

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Job details

Posting language: English

Original job description

Description

Island is the ideal environment for enterprise work - security is everywhere without ever getting in the way. The Island Enterprise Platform unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace, giving organizations universal visibility and control while delivering a fast, fluid, beautifully simple experience to users. It's not just a better way to secure work. It's a better way to work. Backed by Coatue Management, Insight Partners, Sequoia Capital, and others, and trusted by some of the largest enterprises on the planet, Island is redefining what the modern workplace can be.

Recent Awards:

2024 - Chosen as one of LinkedIn's Top Startups of 2024 in Dallas 2025 - Named #6 in the 2025 Dallas 100™ Entrepreneur Awards 2026 - CNBC Disruptor 50 List Come join us in building something that's already changing how the world works. What You'll Do As 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.

Own complex investigations end-to-end: Take escalated cases from initial triage through root cause analysis and resolution, spanning browser, network, cloud, and endpoint layers.
Analyze 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.
Collaborate 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.
Be the customer's advocate: Own the communication loop with enterprise customers from escalation through resolution, translating complex technical findings into clear updates.
Drive 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.
Incident 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 and

Requirements

Must Have

5+ years in a technical support escalation or similar customer-facing technical role
Networking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts
Web debugging proficiency: Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis
Log analysis experience: Comfort working with observability platforms (Coralogix, Sentry, New Relic, or similar) to query logs, traces, and metrics
OS knowledge: Windows and/or macOS internals, enterprise endpoint management concepts
Cybersecurity awareness: Understanding of enterprise security concepts (zero trust, DLP, secure web gateways, endpoint protection)
Excellent written communication: Ability to write clear, structured technical reports for both engineering teams and enterprise customers
Self-directed investigation skills: Comfortable driving investigations autonomously, triangulating across multiple data sources without a predefined playbook
Composure under pressure: Ability to manage frustrated enterprise stakeholders with empathy and ownership

Nice to Have

Experience with enterprise browser, endpoint security, or SASE/SSE products
Familiarity with Chromium architecture, extensions, or browser internals
Identity and authentication expertise (SSO, SAML, OAuth/OIDC, Azure AD, Okta)
Code reading ability: Can read and follow code in JavaScript, C#, Go, or similar languages to understand product behavior
Scripting ability (Python, PowerShell, Bash) for log parsing or reproduction automation
Background in incident response
Experience supporting Fortune 500 or large enterprise customers

What We Offer

Work with cutting-edge technology at the intersection of browser engineering, enterprise security, and zero-trust networking
Direct mentorship from senior engineers across R&D, with deep exposure to Chromium, distributed networking, and cloud architecture
Visible customer impact: your investigations directly shape product quality for some of the world's largest organizations
A collaborative, growth-oriented environment where escalation engineers regularly grow into senior escalation, R&D engineering, product, or technical leadership roles
Cross-functional exposure across engineering, product, and customer success teams
Global team collaboration (US and Israel)

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More about this job

Skills

Root cause analysis
Communication skills
Prioritization
Incident response
Documentation
Technical support
DNS
VPN
Debugging
Microsoft Windows
Apple macOS
Cybersecurity
Symantec Endpoint Protection
SAML
Microsoft Azure
FOLLOW code
JavaScript
C#
Go
Python
Microsoft PowerShell
Bash

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