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
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)
Skills Required
- 5+ years of experience in technical support escalation or a similar customer-facing technical role
- Networking fundamentals including TCP/IP, DNS, TLS/SSL, proxy architectures, and VPN concepts
- Web debugging proficiency with browser developer tools, HAR, net-export, and HTTP/HTTPS analysis
- Experience analyzing logs, traces, and metrics using observability platforms such as Coralogix, Sentry, New Relic, or similar
- Windows and/or macOS internals knowledge and enterprise endpoint management concepts
- Understanding of enterprise cybersecurity concepts including zero trust, DLP, secure web gateways, and endpoint protection
- Excellent written communication for structured technical reports to engineering teams and enterprise customers
- Ability to independently drive investigations across multiple data sources without a predefined playbook
- Ability to manage frustrated enterprise stakeholders with empathy and ownership under pressure
- Experience with enterprise browser, endpoint security, or SASE/SSE products
- Familiarity with Chromium architecture, extensions, or browser internals
- Identity and authentication expertise including SSO, SAML, OAuth/OIDC, Azure AD, or Okta
- Ability to read and follow JavaScript, C#, Go, or similar code
- Scripting ability with Python, PowerShell, or Bash for log parsing or reproduction automation
- Background in incident response
- Experience supporting Fortune 500 or large enterprise customers
Island Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Island and has not been reviewed or approved by Island.
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Fair & Transparent Compensation — Pay is described as potentially competitive for certain roles, with high on-target earnings figures and market-level total compensation snapshots mentioned for both sales and some non-sales functions.
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Equity Value & Accessibility — Equity is positioned as a meaningful component in some offers, and an employee secondary event is described as providing liquidity for staff, which can materially increase total rewards for eligible employees.
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Wellbeing & Lifestyle Benefits — Core benefits and on-site perks are described in at least one job-posting style snippet, including medical/dental/vision coverage, disability coverage, paid time off, company holidays, daily lunches, and gym/wellness access for HQ-based employees.
Island Insights
What We Do
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. With the core needs of the enterprise naturally embedded in the browser itself, Island gives organizations complete control, visibility, and governance over the last mile, while delivering the same smooth Chromium-based browser experience users expect. Led by experienced leaders in enterprise security and browser technology and backed by leading venture funds -- Insight Partners, Sequoia Capital, Cyberstarts and Stripes Capital -- Island is redefining the future of work for some of the largest, most respected enterprises in the world. Welcome to work as it should be.
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