On-Site Tech Support Team Lead — Enterprise Security

Island; Cedar Hill (TX); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K with match

DTO

Job summary

Island in Coppell, TX, is seeking a hands-on Technical Support Team Lead to guide and grow our Dallas HQ team of 7+ Technical Support Engineers on-site. You will mentor engineers, conduct regular 1:1s, drive performance reviews, and foster a culture of accountability and customer obsession.

The role requires 5+ years in enterprise tech support, with 2–3 years of team leadership, and a focus on SAML/OIDC, networking, and OS internals.

Qualifications

• 5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.

Responsibilities

• Lead, mentor, and develop a high-performing team of local Technical Support Engineers physically based in our Dallas HQ.
• 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.
• 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.

Skills

B2B SaaS

Cybersecurity

Team Lead

Troubleshooting

Networking logs

SAML/OIDC

Job description

Island in Coppell, TX, is seeking a hands-on Technical Support Team Lead to guide and grow our Dallas HQ team of 7+ Technical Support Engineers on-site. You will mentor engineers, conduct regular 1:1s, drive performance reviews, and foster a culture of accountability and customer obsession.

The role requires 5+ years in enterprise tech support, with 2–3 years of team leadership, and a focus on SAML/OIDC, networking, and OS internals.