דרושים » מחשבים ורשתות » Senior Support Engineer

We are looking for an experienced Tier 3 Support Engineer to serve as a key technical expert, leading the resolution of complex application, networking, and security challenges.
This role is ideal for a highly technical, customer-facing professional with strong experience in network architecture, firewalls, and cloud-based systems, who thrives on solving complex problems and taking initiative in high-impact situations.
Youll be part of a rapidly evolving Exposure Management platform within our company, operating in a true multi-vendor security ecosystem. In this role, you will gain broad exposure to the full security stack and real-world attack scenarios across leading technologies - making it an excellent opportunity for engineers who are passionate about staying at the forefront of modern cybersecurity.
Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.

Required Support Engineer
About the position
As a Support Engineer, you will be responsible for providing technical support to enterprise customers, ensuring high service quality, and maintaining customer satisfaction. You will work closely with internal teams to investigate, troubleshoot, and resolve complex technical issues in a fast-paced, production environment.
Responsibilities:
Own and manage critical and high-impact production issues end-to-end
Lead deep technical investigations across platform components, integrations, and data flows
Work closely with R&D, CloudOps, Product, and Professional Services to drive resolution
Analyze logs, transaction data, and system behavior to identify root causes
Troubleshoot complex issues across APIs, ETL processes, configurations, and integrations
Proactively identify recurring issues and drive root cause analysis (RCA) and long-term solutions
Improve monitoring, alerting, and support processes
Contribute to internal documentation and knowledge base
Support release activities, upgrades, and production deployments
Communicate effectively with customers, including during high-pressure incidents.

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.

Responsibilities
- Lead investigation and resolution of complex technical issues, performing deep root cause analysis across application, network, security, and platform layers.

- Use logs, APIs, telemetry, and AI-powered tools to troubleshoot product behavior and accelerate issue resolution.

- Partner closely with R&D and Product teams to reproduce issues, validate fixes, document defects, and improve product quality.

- Own critical customer escalations, driving communication, coordination, and timely resolution.

- Participate in customer meetings to provide technical guidance, explain findings, and support resolution plans.

- Act as a technical focal point for customers and internal teams on product, integration, and security-related topics.

- Identify recurring issues and recommend improvements to product functionality, support processes, and automation.

- Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.

- Support onboarding, training sessions, and knowledge sharing across teams.

We are expanding our global team of consulting engineers to further our ongoing plans for worldwide growth!
We work with customers of all shapes and sizes in all verticals, from tier-1 banks to small web startups, on a variety of interesting use cases from e-commerce platforms to trading systems to social media applications. Solve interesting problems, gain incredible cross-stack experience, work with the best and brightest people in the business, network with industry leaders, and see new places - all in a days work!
Our consulting exists to support the development of our customers vision, accelerate customers time to value, and drive a multitude of customer adoption scenarios - from building new solutions to modernizing legacy applications or migrating to the cloud. Our consulting solutions ensure that organizations get the best out of us.
Be one of the recognized experts in this rapidly growing field in a high-growth software company successfully challenging the status quo of the database industry. You will have abundant opportunities to meaningfully impact the growth of our business in your region.
We are looking to speak to candidates who are based in Tel Aviv for our hybrid working model.
Position Expectations:
As a core member of the Professional Services team, you will
Contribute to customer implementations at any or all phases of the application lifecycle: portfolio assessment, application planning and design, deployment architectures, development and build, integration and release configuration, system testing, production operations, application optimization, and best practices adoption
Deliver customer classroom-based training to architect, developer and operations roles
Work as part of a wider delivery team comprising fellow consulting engineers, project managers and account teams
Cultivate your individual reputation as a trusted advisor to guide us and our customers into the future
Partner with Product and Engineering teams to influence the direction of the product roadmap
Success Measures:
As a Consulting Engineer you will be successful in this role when you can execute the following:
Become a field expert
Communicate complex technical proposals simply and convincingly to a wide range of audiences
Gain a reputation as a trusted advisor with your clients, large and small
Ensure your clients success with their endeavors
Maintain the required level of billable utilization
Influence our product development by contributing experience from the field
Successfully communicate the product roadmap to external clients
Constantly work on improving yourself, our products and our team.

We are seeking a motivated and tech-savvy Technical Support & Integrations Engineer to join our team. In this role, you will play a key part in supporting our MVP customers and internal field departments. You will bridge the gap between field operations, strategic clients, and our internal technical teams, collaborating closely with R&D and Product to handle technical escalations, assist with integration projects, and help optimize our support workflows.
This is a fantastic opportunity for someone looking to grow their technical depth in integrations and scale with a fast-growing team.
What Youll Be Doing:
Integration Support & Troubleshooting: Assist in managing the integration lifecycle. Help connect, implement, and troubleshoot data flows between our core platform and external SIEM/SOAR solutions to meet the needs of strategic clients.
Escalation Management: Collaborate with field departments and Customer Success teams to resolve technical issues, providing responsive, high-touch guidance to our MVP customers.
Ticket & Workflow Management: Manage and resolve incoming technical tickets efficiently using Zendesk (agent level), ensuring accurate documentation, tracking, and adherence to SLAs.
Technical Troubleshooting: Investigate and diagnose system behavior by analyzing logs, metrics, and performance data to identify root causes for complex deployments.
Field Tooling & Workarounds: Utilize, maintain, and help optimize internal scripts, documentation, and utilities to facilitate quick workarounds for the field team.

We're looking for an experienced, customer-obsessed Senior Director, Technical Support to lead Pentera's global Technical Support domain and scale the people, processes, and AI-driven technology behind it as we grow.

Reporting to the Chief Customer Officer, you'll lead a global team of ~20 support engineers and partner closely with Customer Success, R&D, Product, and Sales Engineering to ensure every enterprise customer gets exceptional technical guidance. A core part of the mandate is modernizing how we support customers - leveraging AI, automation, and self-service to scale quality without scaling headcount linearly. You'll bring deep technical understanding of enterprise software and cybersecurity, strong operational leadership, and a track record of building high-performing global teams.


Responsibilities:
Lead and develop our global Technical Support organization: hire, coach, and grow TLs and individual contributors, and build a culture of ownership, technical excellence, and continuous learning.
Own global support operations and strategy end to end, delivering fast, consistent, high-quality outcomes across regions and time zones, backed by scalable processes and organizational design that keep pace with our growth.
Lead the AI transformation of the support function: deploy AI-driven workflows, automation, and self-service to speed up resolution, deflect volume, and scale quality without scaling headcount linearly.
Own the support KPIs: SLA compliance, CSAT, response and resolution times, backlog health, and escalation management.
Be the bridge between customers, Support, Product, and R&D: surface critical escalations, make the case for the fixes that matter, and influence the product roadmap.
Serve as the executive escalation point for complex customer issues, coordinating cross-functional resolution when required.
Partner with Customer Success, Professional Services, Sales Engineering, and Sales to deliver a seamless end-to-end customer experience.

Required Technical Support Engineer
Are you up for the challenge?
As a Technical Support Engineer you will
Respond promptly and professionally to customer inquiries via phone, email, or chat, providing technical support and troubleshooting assistance.
Work to meet and exceed internal and external SLAs
Identify and diagnose software issues, and guide customers through step-by-step resolutions.
Escalate complex technical issues to higher-level support teams when necessary, ensuring proper documentation and follow-up.
Assist customers with product installations, configurations, and updates.
Collaborate with cross-functional teams, including developers and engineers, to address customer concerns and provide effective solutions.
Document and maintain records of customer interactions, inquiries, comments, and actions taken, utilizing the ticketing system.
Provide proactive customer education and self-help resources to reduce repetitive inquiries and improve customer satisfaction.
Collaborate with the Quality Assurance team to identify and report software bugs and usability issues.
Help develop and implement support methodologies, build workflows and define support operations
Gather customer feedback and share it with QA, R&D, Engineering, and Production teams.
Strive for best-in-class support experience and drive exceptional CSAT results
Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support.

We're hiring a Technical Support Engineer to provide excellent customer support for highly technical users, from AI engineers to infrastructure architects. You'll be monitoring incoming tickets, fielding requests, helping teams debug production LLM applications and agents, and ensuring critical issues get resolved quickly. You'll be a key part of delivering world-class technical support for modern AI platforms.

Your responsibilities will include:

Monitor incoming support tickets and provide timely responses to technical support inquiries-diagnosing issues across customer setup, Tavily products, and deployment issues
Escalate queries to Engineering and Customer Success if required depending on scope and impact
Field requests as part of our follow-the-sun support coverage to ensure customers get help when they need it
Collaborate with engineering, operations, documentation, and product teams to escalate and resolve bugs, and communicate customer needs
Use and help improve internal tooling, diagnostics, and runbooks for issue triage
Participate in post-mortems for critical incidents and help document learnings
Track KPIs for support health (CSAT, bug recurrence) and contribute to continuous improvement efforts
Help improve documentation and knowledge articles to enhance self-service resources

We are looking for a Technical Support Engineer to join our highly experienced global team.
The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.
This role is tasked with helping our company customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the company Platform.
What Youll Do
Serve as our customers single point of contact for any tech-related matters
End-to-end ownership of customer support cases from opening until closure, ensuring customer satisfaction
Establish relationships and engage with technical counterparts to drive product adoption and expansion
Train and coach customers to a successful onboarding process and ongoing usage
Advocate internally for customer needs - be the technical voice of the customer within our company
Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues
Prioritize and manage several open issues at one time
Properly escalate unresolved issues to the appropriate internal teams.

We are looking for an experienced IT Support to join our IT team in Tel Aviv. In this role, you will help deliver a seamless technology experience across the organization while supporting and improving the systems, tools, and services that power our day-to-day operations.

This is a highly hands-on role that combines end-user support with ownership of endpoint management, SaaS administration, conference room technology, and IT operations. The ideal candidate is proactive, technically strong, and thrives in a fast-paced, high-growth environment.



What Youll Do

Provide technical support for hardware, software, endpoint, network, and SaaS-related issues across the organization.
Troubleshoot and support macOS and Windows devices, including provisioning, maintenance, upgrades, and lifecycle management.
manage endpoints using Jamf Pro, Intune, and other endpoint management solutions.
Support core SaaS platforms including Google Workspace, Slack, Zoom, Microsoft 365, and other business-critical applications.
Support identity and access management processes using Okta and related systems.
Maintain accurate asset inventory and ensure proper tracking of company hardware and software.
Support conference room technology, AV equipment, Zoom Rooms, and meeting spaces to ensure a seamless collaboration experience.
Collaborate with Security and IT teams to maintain endpoint compliance and support security initiatives.
Escalate complex technical issues when appropriate while maintaining ownership through resolution.
Work with external vendors and service providers to resolve technical issues and service disruptions.
Document processes, troubleshooting procedures, and internal knowledge base content.
Participate in IT projects and continuous improvement initiatives to enhance scalability, automation, and employee experience.