Escalation Engineer
- Toronto, ON
- Hybrid
- Posted Oct 16, 2026
- 1 position
$100,000–$150,000 / year
Opens LinkedIn
- Employment type
- Full-time
- Experience level
- Senior · 5+ years
- Posting language
- English
- Working hours
- 40 hours per week
- Office presence
- 4 days per week
- Seniority
- Mid-Senior level
- Application method
- Apply on LinkedIn (LinkedIn sign-in required)
Job summary
Investigate and troubleshoot complex technical issues, analyze logs and network traces, and manage customer escalations. Document findings and work independently to resolve issues across enterprise security, endpoint management, and supported operating environments.
Job details
Title: Escalation Engineer Location: Toronto, ON (Richmond Hill) (4 days onsite, 1 day remote) Duration: Full Time 5+ years in technical support, escalations, or customer-facing technical troubleshooting Networking fundamentals: TCP/IP, DNS, TLS/SSL, proxy architectures, VPN concepts Experience with log analysis, monitoring tools, and Windows/macOS environments Web debugging proficiency: Browser developer tools, network traces (HAR, net-export), HTTP/HTTPS analysis Understanding of enterprise security and endpoint management Excellent technical documentation, independent investigation, and customer escalation management skills
What you’ll do
Investigate and troubleshoot complex technical issues, analyze logs and network traces, and manage customer escalations. Document findings and work independently to resolve issues across enterprise security, endpoint management, and supported operating environments.
Requirements
Requires 5+ years of experience in technical support, escalations, or customer-facing technical troubleshooting. Candidates should have networking fundamentals, web debugging proficiency, experience with log analysis and monitoring tools, familiarity with Windows and macOS, and strong documentation and investigation skills.
Listed skills
- Technical Documentation · Preferred
- DNS · Preferred
- Windows · Preferred
- TCP/IP · Preferred
- Technical Support · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Technical Support
- Escalation Management
- Customer-Facing Troubleshooting
- TCP/IP
- DNS
- TLS/SSL
- Proxy Architectures
- VPN Concepts
- Log Analysis
- Monitoring Tools
- Windows
- macOS
- Browser Developer Tools
- Network Traces
- HTTP/HTTPS Analysis
- Technical Documentation
Job areas
- Technology
- Customer Service & Support
- Engineering
- Security & Safety