Remote Enterprise Product Support Engineer

Island; San Francisco (CA); Remote; USD 120,000 - 180,000; Full time

Job summary

Island is seeking a Product Support Engineer to provide expert assistance to enterprise customers and the sales team. You will troubleshoot, guide integrations, and maintain uninterrupted The Enterprise Browser functionality throughout the customer journey. This remote role can be based anywhere in the US.

We value customer obsession, a proactive approach, and eagerness to learn cutting-edge technology. You will collaborate with cross-functional teams to resolve issues and contribute to

Qualifications

• Five-plus years in enterprise customer support.
• Five-plus years troubleshooting experience.
• Three-plus years in a startup environment.
• Strong knowledge of network and security devices (Okta, Zscaler, SIEM).
• Expertise with Windows, Mac and Linux OSs.
• Strong debugging skills for Windows apps; solid HTTP protocol knowledge.
• Five-plus years installing VMs and configuring IT environments.
• Five-plus years using Confluence, Salesforce, Jira for support workflows.
• Three-plus years working with Coralogix and Sentry logs.
• Bachelor’s degree in CS/Engineering or related field preferred.

Responsibilities

• Provide exceptional technical support to enterprise customers via email, phone, and chat.
• Understand product integrations and guide customers to effective solutions.
• Collaborate with development and QA to resolve critical issues promptly.
• Document interactions and best practices for internal/external knowledge base.
• Provide feedback from customers to inform product improvements.
• Work independently, adhere to SLAs and performance metrics.
• Ability to work off-hours when needed.

Skills

Customer support

Troubleshooting

Startup experience

Networking basics

OS: Windows/Mac/Linux

HTTP protocol

Debugging

VM setup

Confluence

Salesforce

Jira

Log analysis

Okta

Zscaler

SIEM

Coralogix

Sentry

Self-motivation

Education

Bachelor's degree

Tools

Okta

Zscaler

SIEM

Confluence

Salesforce

Jira

Coralogix

Sentry

VM setup

Job description

Island is seeking a Product Support Engineer to provide expert assistance to enterprise customers and the sales team. You will troubleshoot, guide integrations, and maintain uninterrupted The Enterprise Browser functionality throughout the customer journey. This remote role can be based anywhere in the US.

We value customer obsession, a proactive approach, and eagerness to learn cutting-edge technology. You will collaborate with cross-functional teams to resolve issues and contribute to