Product Support Engineer

Island • Dallas, TX

3d • Remote

About The Position

As a Product Support Engineer, you will provide technical assistance to customers and the sales team by answering technical inquiries, troubleshooting issues, and helping ensure the uninterrupted functionality of The Enterprise Browser throughout the customer journey. The role is remote and may be based anywhere in the United States. Island seeks customer-focused engineers eager to learn, evolve, and become experts in its technologies.

Requirements

• At least 5 years of hands-on support experience working directly with enterprise customers.
• At least 5 years of experience with troubleshooting methodologies and problem-solving.
• At least 3 years of experience in a startup environment and ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices and platforms, such as Okta, Zscaler, and SIEM.
• Expertise with Windows, Mac, and Linux operating systems.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• At least 5 years of experience with IT tasks such as installing virtual machines and configuring IT environments.
• At least 5 years of experience with support methodologies and tools such as Confluence, Salesforce, and Jira.
• At least 3 years of experience working with log systems such as Coralogix and Sentry.

Nice To Haves

• Bachelor's degree in Computer Science, Engineering, or a related field.

Responsibilities

• Provide technical support to enterprise customers and address their queries and issues through email, phone, and chat.
• Understand Island products and their integration with client systems to provide solutions and guidance.
• Collaborate with development, QA, and other cross-functional teams to escalate and resolve critical customer issues.
• Document customer interactions, technical solutions, and best practices for internal and external knowledge bases.
• Share feedback and insights from customer interactions to contribute to product improvement.
• Work independently and proactively while meeting established SLAs and performance metrics.
• Work off-hours when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed