Product Support Engineer - APAC Sydney- Australia

Island; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Island is seeking an experienced enterprise support engineer to assist high-value customers, resolve complex issues, and contribute to product improvements. The role emphasizes technical depth in networking, security, and cross-functional collaboration within a fast-paced startup environment.

You will engage with customers via multiple channels, document solutions for the knowledge base, and ensure adherence to SLAs while contributing to a dynamic team that shapes the future of Island's

Qualifications

• 5+ years in enterprise customer support.
• Strong troubleshooting and problem-solving skills.
• 3+ years in startup environment, fast-paced.
• Knowledge of network and security devices (Okta, Zscaler, SIEM).
• Experience with Windows, Mac, Linux.
• Experience with logging systems (Coralogix, Sentry).
• Bachelor's degree in CS/Engineering or related field.

Responsibilities

• Provide exceptional technical support to enterprise customers via email, phone, chat.
• Demonstrate understanding of Island products and its integration with clients' systems to offer effective solutions.
• Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues.
• Document customer interactions, technical solutions, and best practices to create a knowledge base.
• Actively contribute to product improvements from customer feedback.
• Work independently with a self-sufficient and proactive approach while adhering to SLAs.
• Ability to work off-hours when needed.

Skills

Enterprise support

Troubleshooting

Networking

Security devices

OS knowledge

SLA adherence

Education

Bachelor's degree in CS/Engineering

Tools

Confluence

Salesforce

Jira

Coralogix

Sentry

Okta

Zscaler

SIEM

Job description

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

In this role, you will have the opportunity to work with a small, but highly skilled and talented team. You will have the freedom to self-promote and take on additional responsibilities as you see fit. This is a great opportunity for someone who is looking to make a big impact in a dynamic and fast-paced environment.

We are looking for engineers whose customer obsession is in their DNA and who possess a strong eagerness to learn, evolve and become experts in our cutting-edge technologies.

What You’ll Be Doing

• Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
• Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
• Collaborate with cross-functional teams, including development and QA, to *escalate* and resolve critical customer issues promptly.
• Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
• Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• Ability to work off-hours when needed.

Who You Are

• 5+ years of hands-on experience in support roles, working directly with enterprise customers.
• 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast‑paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• 3+ years of experience working with Log systems like Coralogix, and Sentry.
• Advantage - Bachelor's degree in Computer Science, Engineering, or a related field.