Technical Product Support Leader

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 is the ideal environment for enterprise work — 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, giving organizations universal visibility and control while delivering a fast, fluid, beautifully simple experience to users. It's not just a better way to secure work. It's a better way to work.

Backed by Coatue Management, Insight Partners, Sequoia Capital, and others, and trusted by some of the largest enterprises on the planet, Island is redefining what the modern workplace can be.

Recent Awards:

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

The Role

We’re looking for an experienced, hands-on Technical Support Team Lead to spearhead and grow our Dallas HQ footprint. In this role, you will lead a local team of 7+ Technical Support Engineers on-site, anchoring our physical hub while maintaining an elite technical bar and delivering an exceptional customer experience.

Note:

This position is 80% in-office at our Coppell, TX headquarters near Dallas (Monday through Friday on a 4/1 day hybrid model). We believe collaboration and culture thrive face-to-face, and we can’t wait to welcome you to the team.

What You’ll Do

• Lead, mentor, 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.

Technical Excellence & Escalation

• Act as the final technical escalation point within your local pod for highly complex enterprise security issues.
• Drive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long‑term bug resolutions.
• Enforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team.

Operational Health

• Monitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health.
• Identify process bottlenecks and introduce automation or workflows to streamline support delivery.
• Own local incident management and high‑touch customer communication during critical enterprise outages or security events.

What You Bring

Required

• 5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
• 2–3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in‑office or hybrid hub environment).
• Must love staying technical—willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.
• Strong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.
• Exceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives.

Preferred

• Deep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement).
• Working familiarity with Chromium-based environments or endpoint management.
• Experience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows.

What We Offer

• 100% covered medical, dental, and vision benefits for employees starting on day 1, with 85% covered for dependents
• Discretionary Time Off (DTO)
• 401K with 4% company match
• Paid parental leave policies
• Daily catered lunch in our Coppell HQ
• 24/7 access to Cypress Waters gym facilities

Island is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.