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Escalation Engineer
Optimize Search Group
Toronto, ON
- $100,000 to $150,000 CAD / year

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Optimize Search Group

Escalation Engineer

Toronto, ON, Canada

$100,000 to $150,000 CAD / year · Full-time

Within 25 km of Vaughan · About 22.9 km from the city centre

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Job details

Pay: $100,000 to $150,000 CAD / year
Job type: Full-time
Apply by: Nov 14, 2026
Posted: Oct 15, 2026

Original job description

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

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More about this job

Responsibilities

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.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Escalation Engineering
Customer Troubleshooting
TCP/IP
DNS
TLS/SSL
Proxy Architectures
VPN
Log Analysis
Monitoring Tools
Windows
macOS
Browser Developer Tools
HAR
Net-Export
Network Traces
HTTP
HTTPS
Enterprise Security
Endpoint Management
Technical Documentation

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