Product Support Team Lead

Island • Coppell, TX

2d • Onsite

About The Position

Island is seeking an experienced, hands-on Technical Support Team Lead to spearhead and grow its Dallas HQ footprint. This role will lead a local team of 7+ Technical Support Engineers on-site, anchoring the physical hub while maintaining an elite technical bar and delivering an exceptional customer experience. This is a 'Player-Coach' role, combining people leadership with deep-dive technical troubleshooting, process improvement, and cross-functional collaboration with Engineering and Product teams to support their enterprise browser platform. The position is Dallas-based.

Requirements

• 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).
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.

Benefits

• 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

What This Job Offers

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