Product Support Engineer

Island; Los Angeles (CA); Remote; USD 110,000 - 170,000; Full time

Job summary

Island is shaping the future of work with an enterprise browser-based platform. As a Product Support Engineer, you will empower our enterprise customers by addressing technical inquiries, troubleshooting issues, and ensuring the uninterrupted functionality of our product across the customer journey.

This remote US role requires 5+ years in enterprise support, strong debugging skills, experience with Okta, Zscaler and SIEM, Windows/Mac/Linux, and familiarity with Confluence, Salesforce and Jira.

Qualifications

• 5+ years in enterprise customer support.
• 5+ years troubleshooting experience.
• 3+ years startup environment experience.
• Knowledge of Okta, Zscaler, SIEM.
• Windows, Mac and Linux experience.
• Strong debugging for Windows applications; understanding of HTTP.
• 5+ years IT tasks like installing VMs and configuring IT environments.
• 3+ years using Confluence, Salesforce, Jira.

Responsibilities

• Provide exceptional technical support to enterprise customers via email, phone, chat.
• Demonstrate understanding of product and integration with clients' systems.
• Collaborate with development and QA to resolve critical issues.
• Document customer interactions and solutions for a knowledge base.
• Contribute feedback from customer interactions to product improvements.
• Work independently and meet established SLAs and performance metrics.
• Ability to work off-hours when needed.

Skills

Customer support

Troubleshooting

Startup experience

Networking & security

OS: Windows/Mac/Linux

HTTP protocol

IT environments

SLA/metrics

Education

Bachelor's degree in CS/Engineering

Tools

Confluence

Salesforce

Jira

Coralogix

Sentry

Job description

Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely.

Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume.

Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises.

Come build with us. Together, we’re changing how the world works.

Island is the ideal environment for enterprise work, where security is everywhere without ever getting in the way.

Island unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace- so organizations get universal visibility and control, and users get a fast, fluid, beautifully simple experience. It's not just a better way to secure work. It's a better way to work. Backed by investors like Coatue Management, Insight Partners, and Sequoia Capital, and trusted by some of the largest, most respected enterprises on the planet, Island is redefining what the modern workplace can be.

Come join us in building something that's already changing how the world works.

As a Product Support Engineer you will have a pivotal role in providing assistance to our customers and sales team by addressing technical inquiries, troubleshooting issues, and ensuring the uninterrupted functionality of The Enterprise Browser throughout the entire customer journey. This role is remote and can be based anywhere in the US.

We are looking for engineers whose customer obsession is in their DNA and who possess a strong eagerness to learn, evolve and become experts in our cutting-edge technologies.

Responsibilities

• Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
• Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
• Collaborate with cross-functional teams, including development and QA, to elevate and resolve critical customer issues promptly.
• Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
• Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• Ability to work off-hours when needed.

Requirements

• 5+ years of hands-on experience in support roles, working directly with enterprise customers.
• 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• 3+ years of experience working with Log systems like Coralogix, and Sentry.
• Advantage - Bachelor's degree in Computer Science, Engineering, or a related field.

Data Privacy

You can find information on how we process and protect your personal data in our Candidate and Employee Privacy Notice. For any privacy-related questions, contact us at [e-mail].