Technical Support Team Lead

• 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.

• 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

• 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.

• 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.

• 100% covered medical, dental, and vision benefits for employees starting on day 1, with 85% covered for dependents

• 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.