Remote Enterprise 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 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.