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As Director of Global Technical Support, you will lead our global technical support team, focusing on delivering exceptional service related to our products and solutions. Your leadership will ensure high customer satisfaction, efficient resolution of technical issues, and strategic development of support infrastructure leveraging automation and GenAI.You will be expected to be proficient in technical support best practices and bring them to our company.
Location: Tel Aviv, Israel, hybrid role (3 days a week from the office).
Key Responsibilities:
Lead and strategically manage a global technical support team, overseeing day-to-day operations and long-term support strategy.
Develop and implement automated support solutions and integrate advanced GenAI tools to streamline operations and enhance customer interactions.
Serve as a senior escalation point, providing expert guidance on complex technical issues related to our products and solutions.
Collaborate closely with R&D, Product Management, Customer Success, and Sales teams to align technical support operations with product development and customer requirements.
Foster continuous improvement through advanced analytics, KPIs, customer feedback, and innovative support methodologies.
Define and ensure adherence to Service Level Agreements (SLAs), maintaining superior levels of customer satisfaction globally.
Develop and manage internal and external knowledge bases, documentation, and training programs centered around GenAI and automation.
Drive team development through effective coaching, mentoring, and performance management practices.

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.

As a member of the Support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the Cloud Ambassador across all the cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of us as a leading technology organisation?

If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

WHAT DOES A CLOUD SUPPORT ENGINEER DO?
First and foremost this is a customer support role in The Cloud.
On a typical day, a Support Engineer will be primarily responsible for solving customers cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
Apart from working on a broad spectrum of technical issues, a Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.
Career development: We promote advancement opportunities across the organisation to help you meet your career goals.
Training: We have training programs to help you develop the skills required to be successful in your role.
We hire smart people who are keen to build a career with us, so we are more interested in the areas that you do know instead of those you havent been exposed to yet.
Our Premium Support is a 24/7/365 operation and shift work will be required to include nights, weekends and holidays.

We seek a passionate Tier-1 Technical Support Engineer to join our rapidly growing Global Support and Services organization.
As a Senior Tier-1 Support Engineer, you will serve as the first point of contact for customers, delivering timely, accurate responses. You will be the interface between our customers, field engineers, and development, providing top-tier technical support to our customers.We seek someone with a proven track record of supporting enterprise customers across Windows, Mac, and Linux environments, who thrive under pressure while managing multiple cases efficiently. In this role, your analytical thinking and resourcefulness will be key in troubleshooting complex issues, optimizing resolution times, and ensuring high customer satisfaction.
What will you do?
Assist customers with product-related questions, technical troubleshooting, and service-related concerns.
Understand the issue and the business/security impact, provide frequent, meaningful, and high-quality responses to customers.
Deliver clear, concise, and friendly communication that reflects a customer-first approach.
Escalate complex or unresolved issues to the appropriate internal teams.
Deflect repeated issues through automation/KB/Self Service.

We are seeking a skilled and adaptable Solution Architect to manage deep technical engagements during both pre-sales and post-sales activities. This role focuses on ensuring smooth deployment, addressing post-sales technical challenges, and delivering long-term value to customers by leveraging advanced cybersecurity solutions.
Responsibilities
Build and maintain strong relationships with customers, serving as their trusted technical advisor to understand and address their needs, challenges, and goals.
Collaborate with internal teams, including Research and Development (R&D) and Product, to align solutions with customer needs.
Assist in the technical aspects of Proof of Concepts (PoCs) and lead pre-deployment readiness.
Drive post-sales success by solving complex technical issues, and implementing solutions in collaboration with customer and internal teams.
Proactively identify and communicate opportunities for improving customer security posture through solution enhancements and integrations.
Conduct technical training sessions for customer teams to ensure seamless adoption and effective use of platform.
Stay informed about the latest trends and technologies in cybersecurity, networking, and AI to provide cutting-edge solutions to customers.