Escalation Engineer- Toronto

📋 Description

• Own complex investigations end-to-end: Take escalated cases from initial triage through root cause
• Analyze real technical data: Work directly with support debug packages, Chromium traces, network
• Collaborate with R&D: Write detailed, evidence-based escalation reports with reproduction
• Be the customer's advocate: Own the communication loop with enterprise customers from escalation
• Drive systemic improvements & cross-team triage: Identify patterns across escalations
• Incident Response & Coordination: You'll occasionally join high-impact production incidents

🎯 Requirements

• 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
• Log analysis experience: Comfort working with observability platforms (Coralogix, Sentry, New
• OS knowledge: Windows and/or macOS internals, enterprise endpoint management concepts
• Cybersecurity awareness: Understanding of enterprise security concepts (zero trust, DLP, secure web