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Island is seeking a Product Support Engineer to provide technical support for its Enterprise Browser platform, a unified workspace that combines AI enablement, network access, data protection, identity, and endpoint control. The role is central to the customer journey, addressing technical inquiries, troubleshooting issues, and ensuring platform reliability for enterprise clients.
In this position, you will be the technical bridge between customers and Island's internal teams. You'll handle support requests across multiple channels (email, phone, chat), diagnose and resolve technical issues, and escalate complex problems to development and QA teams when needed. You'll need to develop deep product knowledge and understand how the Enterprise Browser integrates with clients' systems to provide effective solutions.
Key responsibilities include providing exceptional technical support to enterprise customers with prompt response times, documenting customer interactions and solutions to build an internal knowledge base, collaborating cross-functionally to resolve critical issues, and contributing product feedback based on customer interactions. 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, technical aptitude, and eagerness to become an expert in cutting-edge enterprise security and workplace technology. Island is backed by top-tier investors including Coatue Management, Insight Partners, and Sequoia Capital, and serves some of the world's largest enterprises.
