Technical Support Team Lead (UK - Reading)

Island; Reading; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Island is seeking an experienced Technical Support Team Lead in Reading, UK, to lead a local team of Technical Support Engineers. The role is hybrid (1 day in office, 4 days remote) and focuses on maintaining high technical standards and exceptional customer experience for enterprise clients.

You will mentor engineers, conduct regular performance reviews, and drive local hiring and training as the Reading hub scales. Strong technical troubleshooting and communication skills are essential.

Qualifications

• 5+ years in enterprise technical support for B2B SaaS or cybersecurity.
• 2–3 years as a Team Lead in hybrid/office environment.
• Strong debugging and log analysis with live customer calls.
• Clear communication of complex issues to customers and execs.

Responsibilities

• Lead and develop local Technical Support Engineers in Reading.
• Conduct regular in-person 1:1s, performance reviews, and career planning.
• Foster a collaborative on-site hub culture with accountability.
• Drive local hiring, onboarding, and training for scale through 2026.
• Manage scheduling, workload balancing, and escalation coverage.
• Own incident management and high-touch customer communications during outages.

Skills

Technical support

Team leadership

B2B SaaS

Cybersecurity

Troubleshooting

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:

2025 - #1 in LinkedIn's Top Startups of 2025

2025 - #6 in the 2025 Dallas 100™ Entrepreneur Awards

The Role

We're looking for an experienced, hands-on Technical Support Team Lead to spearhead and grow our EMEA footprint. In this role, you will lead a local team of Technical Support Engineers who work one day per week in our Reading office, maintaining an elite technical bar and delivering an exceptional customer experience.

Note:

This position is a hybrid position(1 day a week currently in office, 4 days remote) based in Reading (UK). We believe collaboration and culture thrive face-to-face, and we can't wait to welcome you to the team.

What You'll Do

• Lead, mentor, and develop a high-performing team of local Technical Support Engineers in our Reading office.
• Conduct regular in-person 1:1 meetings, performance reviews, and milestone career development planning.
• Foster a collaborative, on-site hub culture of accountability, ownership, continuous learning, and customer obsession.
• Drive local hiring, onboarding, and training execution as the Dallas hub continues to scale through 2026.
• Manage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage.

Technical Excellence & Escalation

• Act as the final technical escalation point within your local pod for highly complex enterprise security issues.
• Drive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long-term bug resolutions.
• Enforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team.

Operational Health

• Monitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health.
• Identify process bottlenecks and introduce automation or workflows to streamline support delivery.
• Own local incident management and high-touch customer communication during critical enterprise outages or security events.

What You Bring

Required

• 5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
• 2-3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in-office or hybrid hub environment).
• Must love staying technical-willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.
• Strong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.
• Exceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives.

Preferred

• Deep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement).
• Working familiarity with Chromium-based environments or endpoint management.
• Experience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows.