Onsite Technical Support Team Lead – Dallas Hub

Island; Dallas (TX); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage (

DTO

401K with 4% company match

Paid parental leave

Daily catered lunch at Coppell HQ

Gym access

Job summary

Island is seeking an experienced Technical Support Team Lead for our Dallas HQ. You will lead a local team of 7+ Engineers on-site, blending hands-on technical escalation with people management to deliver exceptional customer experiences for our enterprise browser platform.

You'll mentor engineers, drive hiring and training, coordinate with R&D in Tel Aviv, and own incident management. This role requires strong networking, security, and troubleshooting skills, with a hands-on mindset and a

Qualifications

• 5+ years in deep technical support or engineering for Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
• 2–3 years as a Team Lead or Manager leading technical teams in an in-office or hybrid hub.
• Willingness to reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.
• Strong troubleshooting DNA across Identity & Auth, Enterprise Networking, and OS internals.
• Exceptional communication skills for updates to customers and internal executives.

Responsibilities

• Lead and develop a local team of 7+ Technical Support Engineers on-site in Dallas.
• Conduct regular in-person 1:1s, 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 scales through 2026.
• Manage physical team scheduling, local workload balancing, and seamless follow-the-sun escalation coverage.
• Act as the final technical escalation point for highly complex enterprise security issues.
• Guide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and client-side integrations.
• Drive root-cause analysis and partner with Tel Aviv‑based R&D for long-term bug resolutions.
• Enforce high-quality troubleshooting, log analysis, and documentation standards.
• Monitor SLA, CSAT, First Response Time, and backlog health; optimize workflows.
• Own local incident management during critical outages or security events.

Skills

Technical support

Team lead

Enterprise SaaS

Cybersecurity

Networking troubleshooting

Chromium/browser

Job description

Island is seeking an experienced Technical Support Team Lead for our Dallas HQ. You will lead a local team of 7+ Engineers on-site, blending hands-on technical escalation with people management to deliver exceptional customer experiences for our enterprise browser platform.

You'll mentor engineers, drive hiring and training, coordinate with R&D in Tel Aviv, and own incident management. This role requires strong networking, security, and troubleshooting skills, with a hands-on mindset and a