Tech Support Lead, Enterprise Security | Hybrid Hub

Island; Coppell (TX); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision benefits from

DTO

401K with 4% company match

Parental leave

Lunch at Coppell HQ

Gym access

Job summary

Island in Coppell, TX is seeking an experienced Technical Support Team Lead to guide a local team of 7+ engineers at our Dallas HQ, anchoring the on-site hub while delivering an outstanding customer experience.

This 4/1 day hybrid role is 80% in-office, with a focus on escalation, RCA, and collaboration with Tel Aviv R&D to ensure high-quality resolutions. Ideal candidates have 5+ years in enterprise B2B SaaS support and 2–3 years of leadership.

Qualifications

• 5+ years in technical support or engineering for Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
• 2–3 years leading technical teams in an in-office or hybrid hub environment.
• Must love staying technical—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 translating complex technical issues for customers and executives.

Responsibilities

• Lead and develop a high-performing team of local Technical Support Engineers physically based in our Dallas HQ.
• Conduct regular in-person 1:1 meetings, 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 continues to scale through 2026.
• Manage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage.
• Act as the final technical escalation point within your local pod for highly complex enterprise security issues.

Skills

Technical support

Team leadership

Troubleshooting

Identity & Auth

Enterprise Networking

OS internals

Clear communication

Job description

Island in Coppell, TX is seeking an experienced Technical Support Team Lead to guide a local team of 7+ engineers at our Dallas HQ, anchoring the on-site hub while delivering an outstanding customer experience.

This 4/1 day hybrid role is 80% in-office, with a focus on escalation, RCA, and collaboration with Tel Aviv R&D to ensure high-quality resolutions. Ideal candidates have 5+ years in enterprise B2B SaaS support and 2–3 years of leadership.