Senior Product Support Engineer (Enterprise & Security)

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

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.