Technical Support Team Lead at Island in Dallas, TX

Job description

Island is shaping the future of work - creating an enterprise workspace for both knowledge workers and agents - where access, security, and AI-powered productivity are built in. Our enterprise agentic control plane boosts productivity across devices, browsers, applications, networks, and data while protecting sensitive information, simplifying access, and helping enterprises scale AI safely. Behind all of that is a team of people who care deeply about their craft and want to do the biggest and best work of their careers. At Island, character and drive matter more than your resume. Backed by Coatue Management, Insight Partners, Sequoia Capital, Cyberstarts, and other world-class investors, Island is used by millions of people at some of the planet’s largest enterprises. Come build with us. Together, we’re changing how the world works. Island is the ideal environment for enterprise work — security is everywhere without ever getting in the way. Island unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace, giving organizations universal visibility and control while delivering a fast, fluid, beautifully simple experience to users. It's not just a better way to secure work. It's a better way to work. Backed by Coatue Management, Insight Partners, Sequoia Capital, and others, and trusted by some of the largest enterprises on the planet, Island is redefining what the modern workplace can be. Recent Awards: 2026 - #28 + ONLY DFW Company on the CNBC Disruptor 50 List 2025 - #1 in LinkedIn's Top Startups of 2025 2025 - #6 in the 2025 Dallas 100™ Entrepreneur Awards 2025 - Forbes Cloud 100 The Role 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. Note: This position is 100% in-office at our Coppell, TX headquarters near Dallas (Monday through Friday). We believe collaboration and culture thrive face-to-face, and we can’t wait to welcome you to the team. What You’ll Do 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 cr