SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Island is hiring a Product Support Engineer to join a skilled technical support team. In this role, you will be the critical bridge between customers and the Island product team, providing exceptional technical support for The Enterprise Browser—a cutting-edge security platform for modern enterprises.
You will handle technical inquiries from enterprise customers across multiple channels (email, phone, chat), troubleshooting issues and ensuring uninterrupted product functionality throughout the customer lifecycle. Your responsibilities include demonstrating deep product knowledge and understanding how our solutions integrate with clients' systems to deliver effective guidance and solutions.
You will collaborate closely with cross-functional teams including development and QA to escalate and resolve critical issues promptly. A key part of the role is documenting customer interactions, technical solutions, and best practices to build a comprehensive knowledge base for both internal teams and external customers.
Beyond reactive support, you'll actively contribute to product improvement by synthesizing feedback and insights from customer interactions and sharing them with the product team. You'll work independently with a self-sufficient, proactive approach while meeting established SLAs and performance metrics. The role requires flexibility to work off-hours when needed to support global customers.
This is an ideal opportunity for someone with strong customer obsession, a genuine eagerness to learn and master cutting-edge technologies, and the ability to thrive in a dynamic, fast-paced environment. You'll have the freedom to take on additional responsibilities and make a meaningful impact on both customer success and product direction.
