Island is the ideal environment for enterprise work, where 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—so organizations get universal visibility and control, and users get a fast, fluid, beautifully simple experience. It's not just a better way to secure work. It's a better way to work. Backed by investors like Coatue Management, Insight Partners, Sequoia Capital and Cyberstarts, and trusted by some of the largest, most respected enterprises on the planet, Island is redefining what the modern workplace can be.

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 long-term corrective actions.