Senior Product Support Engineer

4 weeks ago

Dallas, United States Island Full time

Island is hiring

We’re a team of hungry, high character professionals from all backgrounds who came together to reinvent work for the modern enterprise.

And we’re always looking for world-class human beings (not resumes) to join the movement.

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.


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.

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 is Dallas-based.


Responsibilities:

  • 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.


Requirements:

  • This position is Dallas-based.
  • 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.

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