Technical Support Team Lead

Island • Dallas, TX

7d • Onsite

About The Position

Island is seeking an experienced, hands-on Technical Support Team Lead to lead and grow its Dallas headquarters support team. The role leads a local team of 7+ Technical Support Engineers and combines approximately 60% technical escalation and mentorship with 40% people management. The team supports Island’s enterprise browser platform and enterprise customers.

This is a 100% in-office position at Island’s Coppell, Texas headquarters, Monday through Friday. The Team Lead provides face-to-face leadership while maintaining a high technical bar, delivering an exceptional customer experience, improving support processes, and collaborating closely with Engineering and Product. The role also partners with Tel Aviv-based R&D on root-cause analysis and lasting bug resolution.

Requirements

• At least 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.
• Willingness to remain hands-on technically, including reproducing bugs, analyzing network logs, and joining live calls with enterprise CISOs.
• Strong troubleshooting skills in identity and authentication, including SAML and OIDC.
• Strong troubleshooting skills in enterprise networking, including proxies, firewalls, and DNS.
• Strong troubleshooting skills involving operating system internals.
• Exceptional communication skills, including the ability to explain complex technical issues clearly to customers and internal executives.
• Ability to work 100% in-office at the Coppell, Texas headquarters Monday through Friday.

Nice To Haves

• Deep domain experience in cybersecurity/SASE, Zero Trust Architecture, DLP, or virtual desktops (VDI/DaaS replacement).
• Working familiarity with Chromium-based environments or endpoint management.
• Experience using support analytics and automation or AI tools to optimize queue workflows.
• Experience leading teams in an in-office or hybrid hub environment.

Responsibilities

• Lead, mentor, and develop a high-performing team of Technical Support Engineers based at the Dallas headquarters.
• Conduct in-person one-on-ones, performance reviews, and career development planning.
• Build an on-site team culture focused on accountability, ownership, continuous learning, and customer service.
• Drive local hiring, onboarding, and training as the Dallas hub scales through 2026.
• Manage team scheduling, workload distribution, and office escalation coverage.
• Serve as the local pod’s final technical escalation point for complex enterprise security issues.
• Guide engineers in troubleshooting Chromium and browser architecture, enterprise networking, APIs, and client-side integrations.
• Lead root-cause analysis and collaborate with Tel Aviv-based R&D on long-term bug fixes.
• Maintain and improve troubleshooting, log analysis, and documentation standards.
• Monitor and optimize support KPIs, including SLA compliance, CSAT, First Response Time, and backlog health.
• Identify support-process bottlenecks and introduce automation or workflows to improve service delivery.
• Own local incident management and high-touch customer communications during critical enterprise outages or security events.
• Troubleshoot and reproduce bugs, analyze network logs, and participate in live customer calls, including with enterprise CISOs.

Benefits

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

What This Job Offers

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