דרושים » תוכנה » Technical Support Specialist

At our company, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.
our company is seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge of our company to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:
Contribute to the development of documentation to streamline support processes.

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions.
This role is more than just troubleshooting-it'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.

we are looking for an experienced Technical Support Engineer to join our Customer Success team.
In this role, you will be the front line of our companys customer experience, working directly with customers to troubleshoot complex technical issues, provide timely solutions, and ensure a seamless experience across our platform. You will collaborate closely with Product and R&D teams to resolve bugs, improve usability, and help shape the product roadmap. This role is ideal for someone who thrives on problem-solving, enjoys working directly with customers, and wants to make a tangible impact in a fast-paced SaaS startup environment.
About us
The company Threat Exposure Management Platform is the first and only consolidated platform that integrates with your security tools to reveal, remediate, and mitigate the risk of exposures across your entire infrastructure. Backed by Sequoia Capital and Cyberstarts, our company uses an agentless approach to reveal what is truly exploitable, while reducing manual prioritization and remediation through automated response workflows.
WHAT YOU WILL DO
Customer Support & Case Management
Manage incoming support tickets and technical inquiries through the ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
Investigate and troubleshoot customer issues across the platform, integrations, APIs, and data pipelines.
Provide clear and consistent communication to customers throughout the lifecycle of a case.
Customer Advocacy
Serve as the voice of the customer internally by identifying patterns, recurring issues, and improvement opportunities.
Escalate complex technical issues and collaborate with R&D and Product teams to resolve bugs and address feature gaps.
Cross-Functional Collaboration
Work closely with Product, Engineering, and Customer Success teams to ensure customer feedback and issues are prioritized appropriately.
Assist in validating fixes and communicating updates back to customers.
Documentation & Self-Service
Create and maintain high-quality documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Help build self-service resources that empower customers and reduce ticket volume.
Contribute to internal knowledge sharing and support team best practices.
Process & Support Operations
Track and report key support metrics, including response time, resolution time, and customer satisfaction.
Identify workflow bottlenecks and propose improvements to support processes and tooling.

We are looking for a Tier 2 Technical Support Engineer to join our growing Delivery team in NYC. As a member of the Support Engineering group, you will be an integral part of a growing team of top professionals that own and maintain next-generation responsible AI agent solutions. You will act as a trusted advisor to our clients, be an essential part of the success of both our customers and Account Executives maintaining and supporting customers post launch. Tasks include resolving inbound technical issues, troubleshooting complex integrations, monitoring and proactively enhancing live AI Agents and serving as a technical SME.

As a passionate technologist and customer advocate, you will connect the dots between the technical solution to business value for the customer. This position will report to Manager, Support Engineering.

Responsibilities
Engage with customers via multiple channels (ticketing system, calls and screensharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform
Serve as a technical subject matter expert, focusing on swift resolution of issues and proactive monitoring of performance
Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.
Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
Run engaging office hours, deliver impactful learning sessions, and mentor the Support Engineering team, ensuring theyre equipped to handle any challenge.
Partner with Engineering and Product to proactively identify gaps, drive meaningful improvements, and advocate for customers in shaping the evolution of our platform.
Build robust solutions and internal tools to help TSEs debug metric behavior, query complexity, and visibility gaps faster and more consistently.
Scale knowledge globally through training sessions, office hours, and playbooks to prepare the Solutions team for new features and improvements.

We are looking for a Tier 3 Support Engineer to join our global Harmony SASE support team.
Job Id: 21873
If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.
Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.

We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Aerospike Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with Aerospike at scale.

What Youll Do
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.

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.

Were looking for an experienced Tier 2 Technical Support with a creative mind and extraordinary investigation skills to join our team.
The team aims at providing immediate, high-quality analysis and technical solutions to any issues raised by our players.
Responsibilities
Investigate & Resolve technical issues escalated from Tier 1 agents
Identify the root cause for issues in the game
Analyze system logs and dashboards to streamline troubleshooting
Be the point of escalation between Customer Support and R&D
Work closely with the technical support (Tier 3) to solve technical issues
Provide comprehensive information regarding technical issues with our products.

This is a Software Development Engineer (SDE) role in the engineering team that delivers the sensor (lightweight agent) on various container optimized Linux distros. This role will be part of the team designing and implementing new features in the sensor to secure cloud workloads. The work leverages eBPF and other technologies. These features will extend the power of the Falcon platform to provide seamless visibility, detection, and prevention for container processes running in orchestration environments like Kubernetes.

What You'll Do:

Create and maintain high-performance linux system software components. Analyze complex software features, and build effective test strategies and test designs.

Ensure systems and components reliability and performance through monitoring, testing, and debugging. Debug product issues found through test or customer cases to identify root cause and use the input to improve tests.

Work closely with a team of engineers to support and maintain a culture of high product quality and excellence. Collaborate with cross-functional teams to integrate sensor and cloud solutions. Work collaboratively with product and release management to control risk, improve quality, and streamline our release cycles

Participate in code reviews and provide technical guidance to team members. Participate in engineering best practices, including topics like secure coding, testing paradigms, debugging, performance measurement, code reviews, CI/CD and OS internals, to ensure that our sensor code is fast and reliable

Lead strategic technical initiatives focusing on containers and orchestrators security in both public and private cloud

Other projects as assigned

We are looking for a Senior Software Engineer to join our Sensors Team and play a key role in the development of our Endpoint Sensor (Agent) platform. This is a hands-on senior position with strong technical ownership, focused on designing, building, and maintaining high-performance endpoint sensors across multiple operating systems.
In this role, you will work closely with sensor, analysis, and platform teams to ensure reliable, efficient, and scalable data collection in highly complex and demanding customer environments. The position requires deep systems knowledge, strong problem-solving skills, and the ability to influence technical direction through technical expertise.
RESPONSIBILITIES:
Design, implement, and maintain endpoint sensors on Windows, macOS, and multiple Linux distributions, including installation processes and shared APIs
Take technical ownership of key components within the endpoint sensor stack, ensuring high performance, reliability, and low resource footprint
Collaborate with cross-functional engineering teams to define APIs, schemas, and data flows, ensuring data accuracy, availability, and correctness across the system
Participate in architectural and design discussions, contributing to technical decisions and long-term system evolution
Identify and implement improvements across the system, from core business logic to new data sources and monitoring capabilities
Troubleshoot and resolve complex issues related to sensor deployment, behavior, and performance across different operating systems and environments
Maintain high engineering standards, including code quality, testing, documentation, and maintainability, while working within an agile development process