Product Support Engineer (Spanish Speaking)

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 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.

2026 - #28 + ONLY DFW Company on the CNBC Disruptor 50 List

2025 - #1 in LinkedIn’s Top Startups of 2025

2025 - #6 in the 2025 Dallas 100™ Entrepreneur Awards

2025 - Forbes Cloud 100

About the Role

As aProduct 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 ofThe Enterprise Browserthroughout the entire customer journey.

In this role, you will have the opportunity to work with a small, but highly skilled and talented team. You will have the freedom to self-promote and take on additional responsibilities as you see fit. This is a great opportunity for someone who is looking to make a big impact in a dynamic and fast-paced environment.

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.

This position can be remotely based in the US but candidates must be fluent in Spanish.

How We Work

Note: This position is hybrid four days per week in-office at our Coppell, TX headquarters. We believe collaboration and culture thrive face-to-face, and we can’t wait to welcome you to the team.

What You’ll Do

• 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.

You Might Be a Fit If

• 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.
• Fluent in Spanish

Benefits and Perks

• Medical, dental, vision
• Company paid Life and AD&D Insurance
• Company paid STD and LTD Insurance
• 401(k) with company contributions
• Paid Time Off & 9 Company Holidays
• In-office wellness instructor and daily lunches (for office-based roles)

Physical Environment

This position requires the ability to perform sedentary work, which involves exerting up to 10 pounds of force occasionally, and/or a negligible amount of force to lift, carry, push, pull, or otherwise move objects as needed. The employee will primarily operate standard office equipment and keyboards, and may require close visual acuity for tasks like analyzing data and reading extensive text.

Equal Opportunity Statement

Island is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to their background or protected characteristics.

E-Verify

Island Technology participates in E-Verify. For additional information please review the E-Verify Participation & Right to Work Poster from the Department of Homeland Security

General Disclosure

The job description is subject to change with or without prior notice, and a reasonable accommodation may be requested to perform the essential functions of the job.

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].