Technical Support Team Lead

Island; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

100% covered medical, dental, and vision benefits

Discretionary Time Off (DTO)

401K with 4% company match

Paid parental leave

Daily catered lunch

24/7 access to gym facilities

Job summary

Island is seeking a Technical Support Team Lead based in Dallas to lead a local team of Technical Support Engineers. This role involves combining technical escalation, mentorship, and people management to deliver an exceptional customer experience.

The ideal candidate has strong experience in technical support for B2B SaaS and cybersecurity, and a passion for staying hands-on with technology. Excellent communication skills and leadership abilities are essential for fostering a culture of accountability and collaboration.

Qualifications

• 5+ years in a deep technical support or engineering role.
• 2–3 years of experience directly leading technical teams.
• Strong troubleshooting skills across networking and OS internals.

Responsibilities

• Lead and mentor a high-performing team of Technical Support Engineers.
• Act as the final escalation point for technical security issues.
• Monitor and optimize support KPIs.

Skills

Technical support experience

Team leadership

Troubleshooting across identity/auth and networking

Exceptional communication

Job description

Description

Island is the ideal environment for enterprise work — security is everywhere without ever getting in the way. The Island Enterprise Platform 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

• 2024 - Chosen as one of LinkedIn's Top Startups of 2024 in Dallas
• 2025 - Named #6 in the 2025 Dallas 100™ Entrepreneur Awards
• 2026 - CNBC Disruptor 50 List

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.

This is a true “Player‑Coach” role (roughly 60% technical escalation/mentorship, 40% people management). You will combine face‑to‑face people leadership with deep‑dive technical troubleshooting, process improvement, and close cross‑functional collaboration with Engineering and Product teams to support our enterprise browser platform.

This position is Dallas‑based.

What You’ll Do

People & Team Leadership (Dallas HQ Footprint)

• 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.
• Guide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and complex client‑side integrations.
• 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’ll 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 policiesDaily 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.