Product Support Engineer

🕒 August 21

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Island

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

🏢 Enterprise

Cybersecurity • Enterprise

Island is the Enterprise Browser designed for businesses, providing complete control over the browsing experience while ensuring security and productivity in the workplace. By embedding core enterprise needs directly into the browser, Island enables organizations to govern and oversee their digital environment effectively. The company is led by experts in enterprise security and browser technology, and it aims to reshape the future of work for major enterprises.

📋 Description

• Provide technical support to enterprise customers via email, phone, and chat • Troubleshoot customer issues and provide effective solutions and guidance • Understand product integrations with client systems • Collaborate with development and QA teams to escalate and resolve critical customer issues • Document customer interactions, technical solutions, and best practices • Contribute customer feedback and insights to product improvement • Work independently while meeting established SLAs and performance metrics

🎯 Requirements

• 5+ years of hands-on experience in support roles working directly 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, including Okta, Zscaler, and SIEM • Expertise in Windows, Mac, and Linux operating systems • Strong debugging skills for Windows applications • Solid understanding of the HTTP protocol • 5+ years of experience installing virtual machines and configuring IT environments • 5+ years of experience with support methodologies and tools, including Confluence, Salesforce, and Jira • 3+ years of experience with log systems such as Coralogix and Sentry • Ability to work off-hours when needed • Bachelor's degree in Computer Science, Engineering, or a related field is advantageous

🏖️ Benefits

• Remote work • Freedom to take on additional responsibilities • Opportunity to work with a small, highly skilled team