JOB DETAILS

Product Support Engineer

CompanyIsland
LocationReading
Work ModeOn Site
PostedJanuary 18, 2026
About The Company
What if the enterprise had complete control over the browser? What would it mean for security, for productivity, for work itself? Introducing Island, the Enterprise Browser - the ideal enterprise workplace, where work flows freely while remaining fundamentally secure. With the core needs of the enterprise naturally embedded in the browser itself, Island gives organizations complete control, visibility, and governance over the last mile, while delivering the same smooth Chromium-based browser experience users expect. Led by experienced leaders in enterprise security and browser technology and backed by leading venture funds -- Insight Partners, Sequoia Capital, Cyberstarts and Stripes Capital -- Island is redefining the future of work for some of the largest, most respected enterprises in the world. Welcome to work as it should be. www.island.io
About the Role

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.


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

  • 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.
Key Skills
Technical SupportTroubleshootingCustomer ServiceNetwork DevicesSecurity DevicesWindowsMacLinuxDebuggingHTTP ProtocolVirtual MachinesIT EnvironmentsConfluenceSalesforceJiraLog SystemsCoralogix
Categories
TechnologyCustomer Service & SupportEngineering
Job Information
📋Core Responsibilities
As a Product Support Engineer, you will provide exceptional technical support to enterprise customers and collaborate with cross-functional teams to resolve critical issues. You will also document customer interactions and contribute to product improvement based on customer feedback.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
1021
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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