Product Support Engineer Reading

Island; Reading; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Island is seeking a senior technical support engineer to help enterprise customers overcome complex issues and optimize their use of our platform. You will work with a small, high‑caliber team to deliver rapid, reliable guidance across Windows, Mac, and Linux environments and to resolve problems with best practices and rigorous SLAs.

You will document solutions, feed product feedback, and collaborate with development and QA to elevate customer outcomes in a fast‑paced startup setting.

Qualifications

• 5+ years in enterprise customer‑facing support roles.
• Strong troubleshooting and problem‑solving skills.
• 3+ years in fast‑paced startup environments.
• Deep knowledge of network and security devices and OS ecosystems.
• Experience with Confluence, Salesforce and Jira.

Responsibilities

• Provide exceptional technical support to enterprise customers via email, phone, and chat.
• Understand product integration with clients' systems and offer effective guidance.
• Collaborate with development and QA to resolve critical issues quickly.
• Document interactions, solutions, and best practices for knowledge base.
• Contribute feedback for product improvements and maintain SLA adherence.
• Work independently with proactive approach and handle off‑hours when needed.

Skills

Customer Obsession

Troubleshooting

Networking

Security

OS: Windows

OS: MacOS

OS: Linux

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Confluence

Salesforce

Jira

Coralogix

Sentry

Job description

We're a team of hungry, high-character professionals from all backgrounds who came together to reinvent work for the modern enterprise. And we're always looking for world-class human beings (not resumes) to join the movement.

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.

Responsibilities:

• 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 elevate 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.

Description

• 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.