Product Support Engineer - Remote

Overview

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. As a Product Support Engineer, you will provide 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.

In Short

• Provide exceptional technical support to enterprise customers via email, phone, and chat.
• Demonstrate a deep understanding of products and their integration with clients' systems.
• Collaborate with cross-functional teams to resolve critical customer issues.
• Document customer interactions and technical solutions for knowledge base.
• Contribute to product improvement by providing feedback from customer interactions.
• Work independently with a proactive approach while adhering to SLAs.
• Ability to work off-hours when needed.

Requirements

• 5+ years of hands-on experience in support roles with enterprise customers.
• 5+ years of experience in troubleshooting methodologies and problem-solving.
• 3+ years of experience in a startup environment.
• In-depth knowledge of network and security devices like Okta and Zscaler.
• Expertise in OS systems including Windows, Mac, and Linux.
• Strong debugging skills for Windows applications.
• 5+ years of experience with IT tasks like installing virtual machines.
• 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 or related field.

Benefits

• Opportunity to work with a talented team.
• Freedom to self-promote and take on additional responsibilities.
• Dynamic and fast-paced work environment.