Technical Support Team Lead

We're looking for an experienced, hands-on Technical Support Team Lead to spearhead and grow our Dallas HQ footprint. In this role, you will lead a local team of 7+ Technical Support Engineers on-site, anchoring our physical hub while maintaining an elite technical bar and delivering an exceptional customer experience.

This is a true "Player-Coach" role (roughly 60% technical escalation/mentorship, 40% people management). You will combine face-to-face people leadership with deep-dive technical troubleshooting, process improvement, and close cross-functional collaboration with Engineering and Product teams to support our enterprise browser platform.

People & Team Leadership (Dallas HQ Footprint)

• →Lead, mentor, and develop a high-performing team of local Technical Support Engineers physically based in our Dallas HQ.
• →Conduct regular in-person 1:1 meetings, performance reviews, and milestone career development planning.
• →Foster a collaborative, on-site hub culture of accountability, ownership, continuous learning, and customer obsession.
• →Drive local hiring, onboarding, and training execution as the Dallas hub continues to scale through 2026.
• →Manage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage.

Technical Excellence & Escalation

• →Act as the final technical escalation point within your local pod for highly complex enterprise security issues.
• →Guide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and complex client-side integrations.
• →Drive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long-term bug resolutions.
• →Enforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team.

Operational Health

• →Monitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health.
• →Identify process bottlenecks and introduce automation or workflows to streamline support delivery.
• →Own local incident management and high-touch customer communication during critical enterprise outages or security events.

Required

• 5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
• 2–3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in-office or hybrid hub environment).
• Must love staying technical—willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.
• Strong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.
• Exceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives.

Preferred

• Deep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement).
• Working familiarity with Chromium-based environments or endpoint management.
• Experience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows.

You can find information on how we process and protect your personal data in our Candidate and Employee Privacy Notice. For any privacy-related questions, contact us at privacy@island.io.