{"id":3415862,"url":"https://alion.io/job/island-io-technical-support-team-lead","title":"Technical Support Team Lead","company":{"id":40053,"name":"Island.io","domain":"island.io","url":"https://alion.io/company/island-io","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":127000,"max_usd":261000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1354},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Cypress","optional":false},{"name":"DLP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-10-28T19:18:25Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-04T11:47:49Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"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.\nBehind 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. \nBacked 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.\nCome build with us. Together, we’re changing how the world works. \nIsland 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.\nBacked 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.\nRecent Awards:\n2026 - #28 + ONLY DFW Company on the CNBC Disruptor 50 List\n2025 - #1 in LinkedIn's Top Startups of 2025\n2025 - #6 in the 2025 Dallas 100™ Entrepreneur Awards\n2025 - Forbes Cloud 100\nThe Role\nWe'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.\nThis 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.\nNote: 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.\nWhat You’ll Do\nPeople & Team Leadership (Dallas HQ Footprint)\nLead, mentor, and develop a high-performing team of local Technical Support Engineers physically based in our Dallas HQ.\nConduct regular in-person 1:1 meetings, performance reviews, and milestone career development planning.\nFoster a collaborative, on-site hub culture of accountability, ownership, continuous learning, and customer obsession.\nDrive local hiring, onboarding, and training execution as the Dallas hub continues to scale through 2026.\nManage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage.\nTechnical Excellence & Escalation\nAct as the final technical escalation point within your local pod for highly complex enterprise security issues.\nGuide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and complex client-side integrations.\nDrive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long-term bug resolutions.\nEnforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team.\nOperational Health\nMonitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health.\nIdentify process bottlenecks and introduce automation or workflows to streamline support delivery.\nOwn local incident management and high-touch customer communication during critical enterprise outages or security events.\nWhat You Bring\nRequired\n5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.\n2-3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in-office or hybrid hub environment).\nMust love staying technical-willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.\nStrong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.\nExceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives.\nPreferred\nDeep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement).\nWorking familiarity with Chromium-based environments or endpoint management.\nExperience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows.\nWhat We Offer\n100% covered medical, dental, and vision benefits for employees starting on day 1, with 85% covered for dependents\nDiscretionary Time Off (DTO)\n401K with 4% company match\nPaid parental leave policies\nDaily catered lunch in our Coppell HQ\n24/7 access to Cypress Waters gym facilities\nIsland is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.\nData Privacy\nYou 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 .","description_format":"text","description_chars":5860,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Endpoint Security","Data Loss Prevention"],"lifecycle":[{"event":"open","at":"2026-10-28T19:22:40Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.881,"p_room":0.945,"age_days":6,"expected_fill_days":13,"reasons":["conf:4","velocity","win:mid"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/island-io-technical-support-team-lead","json_url":"https://alion.io/job/island-io-technical-support-team-lead.json","meta":{"generated_at":"2026-11-04T16:19:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24869,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":40053},"rest":"https://alion.io/mcp/rest/get_company?id=40053"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fisland-io-technical-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fisland-io-technical-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fisland-io-technical-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/island-io-technical-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fisland-io-technical-support-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3415862}},{"tool":"search_jobs","arguments":{"company":"island.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3415862},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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