Island
Technical Support Team Lead
Dallas, TX +1 · Full-time · Posted Oct 28, 2026
- Location
- Dallas, TX
Dallas, Texas, United States - Experience
- 5+ years in technical support or engineering; 2–3 years as a Team Lead or Manager.
About the job
Leads and mentors Island’s Dallas-based technical support team while handling complex enterprise escalations and improving support operations for its browser platform.
What you'll do
- Lead, develop, hire, and coordinate the on-site team of Technical Support Engineers.
- Serve as the local escalation point, guide troubleshooting, and partner with R&D on root-cause analysis and bug resolution.
- Monitor support KPIs, improve workflows, and lead customer communications during critical incidents.
What they ask for
- 5+ years in technical support or engineering for Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
- 2–3 years directly leading technical teams as a Team Lead or Manager.
- Strong troubleshooting across Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.
- Exceptional communication skills for explaining technical issues to customers and executives.
Nice to have
- Experience in Cybersecurity/SASE, Zero Trust Architecture, DLP, or Virtual Desktops (VDI/DaaS replacement).
- Familiarity with Chromium-based environments or endpoint management; experience with support analytics and automation/AI tools.
Tools
Chromium, SAML, OIDC, Proxies, Firewalls, DNS
AI focus
Preferred experience using automation/AI tools to optimize support queue workflows.
Model-written summary · the original posting is authoritative