Senior Escalation Engineer

Senior Escalation Engineer | AI Enterprise Security Startup | Toronto
Cyberforce Global is partnering with one of the fastest-growing companies in enterprise security. It’s a multi-billion-dollar, late-stage business backed by top-tier VCs, and its platform is used by millions of employees at some of the world’s largest organisations. Fresh from a major funding round, they’re expanding their global Escalation team.
The role
You’ll take ownership of the most complex technical issues Fortune 500 customers raise and see each one through to resolution.
Run complex investigations from first triage to root cause and fix, across the network, cloud, endpoint and application layers.
Dig into real diagnostic data, including packet captures, HTTP traffic, debug bundles and logs from distributed systems, to find out what’s actually happening.
Turn your findings into clear, evidence-backed reports with repro steps that engineering can act on straight away.
Be the customer’s single point of contact and advocate, keeping senior stakeholders informed from escalation to resolution.
Spot recurring issues, write runbooks and knowledge articles, and influence which fixes get prioritised.
Get involved in major incidents and post-incident reviews.
What you’ll bring
Around 5 years in Tier 3 support, escalations or a similar hands-on, customer-facing technical role.
Strong networking knowledge, including DNS, TLS, proxies, VPNs and how traffic moves through an enterprise network.
Confidence troubleshooting web applications with dev tools, HAR files and HTTP/S analysis.
Experience querying logs and traces in an observability tool such as Datadog, Splunk or New Relic.
Solid understanding of Windows and/or macOS in a managed enterprise environment.
A working knowledge of security concepts such as zero trust, DLP, secure web gateways and EDR.
Clear written communication and a calm approach when customers are under pressure.

Experience with SASE, SSE, endpoint security or web security products.

Experience with SSO and identity: SAML, OIDC, Entra  Okta.
Why this one
You’ll get exposure to cutting-edge security engineering, mentoring from senior R&D engineers, and a team where escalation engineers regularly move into senior, engineering, product or leadership roles. You’ll also be part of a global team spanning the US and Israel.