דרושים » תוכנה » Solution Architect

We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions. This role is more than just troubleshootingit's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.

What You'll Do:

Customer Support & Troubleshooting:

Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:

Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:

Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:

Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
This is a unique opportunity to be the first technical expert in our Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.
Your Opportunity:
Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.
Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.
Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.
Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Cloud Security products, ensuring exceptional satisfaction and retention.
Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.
Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.
Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.
Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.
Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

This is a unique opportunity to be the first technical expert in our Tenable Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.

Your Opportunity:

Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.

Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.

Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.

Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Tenable Cloud Security products, ensuring exceptional satisfaction and retention.

Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.

Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.

Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.

Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.

Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.

Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

If you're online user (and let’s be honest, who isn’t?), you've probably run into those annoying, intrusive ads that ruin your browsing experience. That’s where we come in—your digital shield against bad ads. At GeoEdge , we’re more than just a cybersecurity company; we’re a tight-knit team of smart, fun, and passionate people who love what we do. We protect ad platforms, app developers, and website owners from malicious ads— all in real-time, before they cause damage. As a tenacious, bootstrapped startup with over a decade of experience, we embrace every challenge because cyber threats never sleep—and neither do we!

ABOUT THE JOB We seek a dynamic Head of Support to lead and elevate our global technical support operations. This role perfectly combines technical expertise, strategic leadership, and customer-centric problem-solving . You will ensure seamless issue resolution, optimize support processes and foster cross-functional collaboration to enhance customer experience. Beyond managing escalations and troubleshooting complex technical issues, you’ll be key in streamlining support workflows, improving response times, and ensuring customer success . Your leadership will directly influence how we support our clients, helping them maximize their technology stack and achieve their business goals. YOUR DAY-TO-DAY Lead, mentor, and develop a high-performing technical support team, fostering a culture of learning and excellence. Define and optimize support processes, best practices, and documentation to drive efficiency and scalability. Establish and track KPIs, metrics, and reporting systems to improve performance and customer satisfaction continuously. Act as a strategic bridge between Support, Product, Engineering, and Customer Success teams to ensure customer feedback drives meaningful improvements. Oversee the support ticketing system , ensuring proper prioritization, resource allocation, and resolution tracking. Triage and escalate critical issues directly to R&D while maintaining clear documentation and management updates. Develop new tools and solutions to enhance workflows and the customer support experience. Improve customer experience by refining response times, resolution rates, and satisfaction metrics. Manage customer integrations , proactively identifying solutions to optimize their use of our technology.

We are looking for a talented Technical Support Specialist.
The Technical Support specialist is expected to be an expert of all our supported products, understand them in-depth and take ownership of issues raised by customers, as well as by internal teams. You will need to understand our integration and detect customer issues. You will research, resolve and provide technical solutions, and work closely with the R&D. You will solve product gaps through new integrations to increase usage and satisfaction, while improving our products through integrated solutions and ease of onboarding. You must be a curious, diligent, innovative, problem solver. A team player with a strong motivation to succeed.
What youll be doing:
Act as the technical expert to help our clients achieve their goals and leverage their existing partnerships collaborating with us.
Collaborate with product managers on building the business case and impact product roadmap for new integrations.
Work in conjunction with Customer Success and Partner Marketing to ensure client facing teams are best equipped to leverage new integrations.
Analyze clients requirements from technical and functional perspectives and fit solutions by having a deep understanding of our system and products capabilities.
Build, monitor, and execute joint integration project plans with clients.
Work closely with enterprise clients and provide end-to-end support during their onboarding process.
Support Sales and Account Management efforts (presales and post-sales) for our highly strategic merchants as a technical subject matter expert.
Own public-facing SDKs, APIs, integration guides, and support documents.
Initiate and take part in designing and improving processes, tools, features, and products.

As a Technical Support Engineer, youll be the one making sure that all existing customers issues are properly and thoroughly handled by the various relevant stakeholders.

You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.



Roles & Responsibilities

Provide first-line technical support to clients.
Work closely with R&D and Product teams to resolve complex technical issues, document product defects and feature requests, and influence the product roadmap by identifying patterns based on data-driven analysis of support tickets and customer feedback.
Collaborate with Customer Success and Sales teams on product issues impacting customers in compliance with SLA requirements, drive key escalations internally, and join escalation calls with customers as needed.
Conduct training sessions and webinars for clients to enhance their understanding and use of our products.

We are looking for a Technical Support Team Leader to play a critical role in ensuring the smooth operation of our product by managing support team processes, resolving technical issues, and improving customer experience. In addition to these responsibilities, youll act as a strategic escalation point for high-priority production issues affecting millions of dollars, bringing both tactical oversight and fast-tracked resolutions to protect our clients success and our reputation.

Responsibilities:
Lead the technical support team and provide assistance to our clients and employees across the company, experiencing issues with the company's products or services.
Guide your team to troubleshoot and resolve technical problems efficiently, investigate and analyze issues, and address them promptly while collaborating with tech teams.
Take ownership of new client technical onboarding, ensuring smooth operations.
Manage your teams escalations of complex issues to appropriate departments, ensuring timely resolution while overseeing the solution through to completion and quality assurance.
Work closely with various departments, such as Sales, Customer Success, and R&D, to address product-related issues and coordinate solutions.
Communicate with third-party vendors or service providers when necessary to resolve issues or obtain support.

Were seeking a talented and experienced Product Support Engineer, problem solvers who thrive in fast-paced environments, embrace challenges as opportunities, and constantly seek ways to improve processes and product experiences to join our exceptional team!
Our tech-savvy, service-oriented support team tackles exciting challenges across multiple technologies, ensuring a seamless experience for our customers.

What youll do

Act as the primary technical support contact for customers, partners, and internal teams.

Perform complex technical troubleshooting and problem-solving to resolve customer issues.

Collaborate with Product, Engineering, and QA teams to refine and enhance the product.

Serve as a customer advocate, ensuring feedback is communicated effectively to the product team.

Become a subject matter expert in platform and mobile technologies.

Provide expert guidance on SDK integration and deployment.

Play a key role in expanding and improving our customer support processes.

Leverage your deep expertise and troubleshooting skills to mentor and coach team members.

we are looking for a MXDR Analyst to join the team of cybersecurity analysts monitoring services 24/7, tiers 1-2. The role includes development of detection analyses, triage of alerts, investigation of security incidents, proactive threat hunting and enhancement of sensors and overall visibility status. The suitable candidate should be a team player with previous experience in SOC, SecOps or security monitoring, independent, and with a can-do attitude.



Responsibilities

Working across all areas of SOC, including continuous monitoring and analysis, threat hunting, security compliance, security event auditing and analysis, rule development and tuning, and forensics.
Solving security incidents in accordance with defined service level agreements and objectives.
Prioritizing and differentiating between potential incidents and false alarms.
Addressing clients enquiries via phone, email, and live chat.
Working side-by-side with customers, providing insightful incident reports.
Working closely with peers and higher-tier analysts to ensure that your analysis work meets quality standards.
Identifying opportunities for improvement and automation within the MXDR Operation Lead, and leading efforts to operationalize ideas.
Identifying and offering solutions to gaps in current capabilities, visibility, and security posture.
Correlating information from disparate sources to develop novel detection methods.

seeking a Technical Support Engineer to join our global support team, providing 24/7 support to our customers. In this role, you will diagnose, troubleshoot, and resolve technical issues efficiently, ensuring high customer satisfaction. You will work with various software stacks, architectures, and cloud environments while following escalation procedures for unresolved issues.

Responsibilities
Take ownership of reported customer issues and drive them to resolution.
Research, diagnose, and troubleshoot system issues, providing effective solutions.
Follow escalation procedures to route unresolved problems to the appropriate teams.
Collaborate with technical counterparts to promote product adoption and expansion.
Advocate for customer needs internally, acting as their technical representative within .
Upgrade application for on-prem customers.
Contribute to the knowledge base by documenting common issues and solutions.
Prioritize and manage multiple open cases simultaneously, ensuring timely resolution.