Dallas Tech Support Team Lead – On-Site, Hands-on Leader

Island

Coppell (TX)

On-site

USD 120,000 - 150,000

Full time

14 days+

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Benefits offered by this job

100% covered medical, dental, and view

DTO

401K with company match

Parental leave

Daily catered lunch

Gym access

Job summary

Island in Coppell, TX is seeking an experienced Technical Support Team Lead to anchor our Dallas HQ hub. You will lead a local team of 7+ Technical Support Engineers on-site, maintaining an elite technical bar and delivering exceptional customer experience.

This Player-Coach role (roughly 60% technical escalation/mentorship, 40% people management) blends hands-on troubleshooting with leadership and cross-functional collaboration with Engineering and Product teams to support our enterprise

Qualifications

5+ years in technical support or engineering for Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
2-3 years 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.

Responsibilities

Lead and develop a high-performing Dallas HQ Technical Support Engineers team.
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.
Act as the final technical escalation point within your local pod for highly complex enterprise security issues.
Guide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and complex client-side integrations.
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.
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.