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About the Role
Island is shaping the future of work by creating an enterprise workspace that integrates access, security, and AI-powered productivity. Our enterprise agentic control plane enhances productivity across devices, browsers, applications, networks, and data while safeguarding sensitive information and simplifying access. We are looking for individuals who are driven and passionate about their craft to join our team and do their best work.
Responsibilities
- Own complex investigations end-to-end, from triage through root cause analysis and resolution, across browser, network, cloud, and endpoint layers.
- Analyze technical data using support packages, Chromium traces, network captures, log platforms, and diagnostic tools to isolate browser behavior, analyze network infrastructure, and correlate logs.
- Collaborate with R&D by writing detailed, evidence-based escalation reports with reproduction steps, logs, and traces.
- Act as the customer's advocate by owning communication with enterprise customers, translating complex technical findings into clear updates.
- Drive systemic improvements and cross-team triage by identifying patterns, contributing to knowledge base articles and runbooks, and influencing product prioritization.
- Participate in incident response and coordination for high-impact production incidents, partnering with customer-facing teams and Engineering.
- Contribute to post-incident analysis, including root cause analysis (RCA) documentation.
Requirements
- 5+ years in a technical support escalation or similar customer-facing technical role.
- Proficiency in networking fundamentals, including TCP/IP, DNS, TLS/SSL, proxy architectures, and VPN concepts.
- Web debugging skills, including browser developer tools, network traces (HAR, net-export), and HTTP/HTTPS analysis.
- Experience with log analysis using observability platforms (e.g., Coralogix, Sentry, New Relic) to query logs, traces, and metrics.
- Knowledge of Windows and/or macOS internals and enterprise endpoint management concepts.
- Understanding of enterprise cybersecurity concepts such as zero trust, DLP, secure web gateways, and endpoint protection.
- Excellent written communication skills for creating technical reports for engineering teams and enterprise customers.
- Strong self-directed investigation skills, with the ability to triangulate data from multiple sources autonomously.
- Ability to remain composed under pressure and manage frustrated enterprise stakeholders with empathy and ownership.
Skills
- Networking fundamentals
- Web debugging
- Log analysis
- OS knowledge
- Cybersecurity awareness
- Written communication
- Investigation skills
- Customer communication
- Incident response
- Chromium architecture
- Identity and authentication
- Code reading
- Scripting
Location
- Global
Work Type
- Full-time
Experience Level
- 5+ years
About the Company
- 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.