Product Support Engineer

Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely. Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume. Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises. Come build with us. Together, we’re changing how the world works. 2026 - #28 + ONLY DFW Company on the CNBC Disruptor 50 List 2025 - #1 in LinkedIn's Top Startups of 2025 2025 - #6 in the 2025 Dallas 100™ Entrepreneur Awards 2025 - Forbes Cloud 100 About the Role As a Product Support Engineer you will have a pivotal role in providing assistance to our customers and sales team by addressing technical inquiries, troubleshooting issues, and ensuring the uninterrupted functionality of The Enterprise Browser throughout the entire customer journey. In this role, you will have the opportunity to work with a small, but highly skilled and talented team. You will have the freedom to self-promote and take on additional responsibilities as you see fit. This is a great opportunity for someone who is looking to make a big impact in a dynamic and fast-paced environment. We are looking for engineers whose customer obsession is in their DNA and who possess a strong eagerness to learn, evolve and become experts in our cutting-edge technologies. This position can be remotely based in the US but candidates must be fluent in Spanish. How We Work Note: This position is hybrid four days per week in-office at our Coppell, TX headquarters. We believe collaboration and culture thrive face-to-face, and we can’t wait to welcome you to the team. What You’ll Do Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat). Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance. Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly. Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use. Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions. Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics. Ability to work off-hours when needed. You Might Be a Fit If 5+ years of hands-on experience in support roles, working directly with enterprise customers. 5+ years of proven experience in troubleshooting methodologies and problem-solving skills. 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere. In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem. Expertise in OS systems, including, Windows, Mac and Linux. Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol. 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments. 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira). 3+ years of experience working with Log systems like Coralogix, and Sentry. Advantage - Bachelor's degree in Computer Science, Engineering, or a related field. Fluent in Spanish Benefits and Per ks Medical, dental, vision Company paid Life and AD&D Insurance Company paid STD and LTD Insurance 401(k) with company contributions Paid Time Off & 9 Company Holidays In-office wellness instructor and daily lunches (for office-based roles) Physical Environment This position requires the ability to perform sedentary work, which involves exerting up to 10 pounds of force occasionally, and/or a negligible amount of force to lift, carry, push, pull, or otherwise move objects as needed. The employee will primarily operate standard office equipment and keyboards, and may require close visual acuity for tasks like analyzing data and reading extensive text. Equal Opportunity Statement Island is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to their background or protected characteristics. E-Verify Island Technology participates in E-Verify. For additional information please review the E-Verify Participation & Right to Work Poster from the Department of Homeland Security General Disclosure The job description is subject to change with or without prior notice, and a reasonable accommodation may be requested to perform the essential functions of the job. Data Privacy You can find information on how we process and protect your personal data in our Employee & Applicant Privacy Notice . For any privacy-related questions, contact us at privacy@island.io .