Enterprise Product Support Engineer (Remote US)

Island; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and AD&D Insurance

STD and LTD Insurance

401(k) with company contributions

Paid Time Off & 9 Holidays

In-office lunches

Job summary

Island is seeking a Product Support Engineer to assist enterprise customers and our sales team by addressing technical inquiries, troubleshooting issues, and ensuring uninterrupted product functionality across the Enterprise Browser throughout the customer journey.

You will join a small, highly skilled team with opportunities to take on more responsibilities and promote yourself. The role demands customer obsession, rapid learning, and a proactive approach.

Qualifications

• 5+ years in enterprise support roles.
• 5+ years troubleshooting experience.
• 3+ years in startup environments.
• Deep knowledge of OS: Windows, Mac, Linux.
• Experience with network/security tools (Okta, Zscaler, SIEM).
• 5+ years configuring IT environments and virtual machines.

Responsibilities

• Provide technical support to enterprise customers via email, phone, and chat.
• Understand product features and integrations to offer effective guidance.
• Collaborate with development and QA to resolve critical issues quickly.
• Document interactions and solutions to build a knowledge base.
• Offer feedback to improve products based on customer input.
• Work independently within SLA targets and be available for off-hours as needed.

Skills

Customer support

Troubleshooting

Startup experience

OS knowledge

Networking & security

Education

Bachelor's degree in CS/Engineering

Tools

Confluence

Salesforce

Jira

Coralogix

Sentry

Job description

Island is seeking a Product Support Engineer to assist enterprise customers and our sales team by addressing technical inquiries, troubleshooting issues, and ensuring uninterrupted product functionality across the Enterprise Browser throughout the customer journey.

You will join a small, highly skilled team with opportunities to take on more responsibilities and promote yourself. The role demands customer obsession, rapid learning, and a proactive approach.