דרושים » תוכנה » Technical Support Engineer

Were looking for a Support Engineer to join our team and help support our global B2B SaaS customers. This is a hands-on technical support role for someone early in their career who is eager to learn, debug real customer issues, and work closely with Product and Engineering.

Because we support customers across multiple regions and time zones, this role may include shift-based work to ensure strong global coverage.

Youll be a great fit if you enjoy troubleshooting, communicating clearly with customers, and digging into technical issues until you understand what is happening.



What You'll Do
Own and resolve customer support tickets across technical and product-related issues.
Investigate bugs, configuration problems, integration issues, API behavior, and unexpected product behavior.
Reproduce issues, gather logs and evidence, and escalate clearly to Engineering when needed.
Use tools such as Zendesk, Jira, Datadog, Postman, SQL, and internal systems to investigate customer issues.
Support integrations, APIs, data flows, and security/compliance-related product areas.
Write clear customer-facing responses that are accurate, calm, and helpful.
Partner with Product and Engineering to identify recurring pain points and improve the product.
Create and maintain internal troubleshooting guides, macros, and customer-facing knowledge base articles.
Help improve support processes, ticket quality, triage, and escalation paths.
Represent the voice of the customer in product discussions.

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.

Were looking for a Senior Technical Support Engineer (Tier 2-3) to establish and lead our technical support capability from the ground up. This is a founding role within the support organization, where you will define how support operates at Noma - from incident handling and troubleshooting workflows to internal tooling, knowledge base creation, and escalation processes.

You will work directly with enterprise customers, security teams, and internal engineering, solving complex technical issues related to AI systems, cloud environments, integrations, and cybersecurity controls. This role requires strong investigative skills, deep technical understanding, and the ability to translate complex problems into actionable solutions.

This is a high-impact, highly technical role where you will partner closely with Engineering, Security Research, Product, and Customer Success to ensure customers successfully deploy, operate, and trust Nomas AI security platform.

What Youll Do

Build the Technical Support Function
Establish the Tier 2-3 support foundation at Noma, including processes, workflows, and best practices.
Design escalation paths between Support, Engineering, and Security teams.
Create internal knowledge bases, troubleshooting playbooks, and support documentation
Serve as the primary escalation point for advanced technical issues.
Investigate and resolve issues related to AI security monitoring, cloud environments, APIs, integrations, and platform performance.
Perform deep troubleshooting and root cause analysis across distributed systems.
Work closely with engineering to identify bugs, validate fixes, and improve system reliability.
Work directly with security engineers, DevOps teams, and platform owners at customer organizations.
Assist with platform deployment, configuration, and integration within complex environments.
Guide customers through security incidents, investigations, and remediation steps.
Provide feedback that improves platform stability, usability, and observability.
Contribute to onboarding and documentation that enables the future scaling of the support team.

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

At our company, what you do matters. Every day, we protect over 100,000 organizations worldwide from increasingly sophisticated cyber and AI-driven threats, securing their AI transformation.
Our prevention-first approach safeguards hybrid networks, cloud environments, digital workspaces, and AI systems, stopping attacks before they happen.
This is where innovation meets real-world impact. Youll help customers across industries operate with confidence in a rapidly changing digital world, working alongside smart, curious people who take ownership, challenge assumptions, and solve complex problems.
Were proud to be recognized by TIME, Newsweek, and Forbes for excellence and workplace culture.
What really sets our company apart is the opportunity to grow, contribute, and help companies navigate their AI transformation securely.
If youre excited to work at the forefront of AI-driven security on a global scale, this is the place to do it.
Key Responsibilities
We are looking for a Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners.
In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience.
You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.
Major Responsibilites
Provide first-line technical support to customers and partners via chat, phone, and email
Assist customers with basic configuration, troubleshooting, and usage of security and networking solutions
Handle support service requests end-to-end, including proper logging, tracking, escalation, and follow-up
Perform initial fault isolation and analysis for networking and security-related issues
Review logs, traffic captures, and system data to help identify root causes of technical problems
Collaborate closely with senior support engineers and internal teams to resolve customer issues effectively
Follow established troubleshooting methodologies, documentation standards, and best practices
Continuously learn and develop technical skills through training, mentoring, and hands-on experience.

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.

As a Technical Account Manager , you sit at the intersection of customer engineering, security operations, and product. You own the post-sales technical relationship for a set of our most important customers, from onboarding through adoption, through the moments that actually matter. In critical situations, you're the person customers call. You help them understand what's happening, why it matters, and what to do next.

This is a hands-on, deeply technical, high-trust role. It's not a support escalation path, it's a strategic one. You'll shape how customers succeed , and you'll shape product by bringing the reality of SOC analysts, detection engineers, threat hunters and incident responders back to our R&D and product teams.



What You'll Do

Be the technical and security authority customers trust

Own the post-sales technical and security relationship for a portfolio of customers, acting as their primary trusted advisor.
Lead onboarding and implementation, data indexing, detection onboarding and tuning, environment configuration, end to end.
Diagnose and resolve complex issues across log pipelines, cloud integrations, detections, automations and permissions.
Partner directly with customer security teams, cloud engineers, and security leadership during investigations and escalations.
Assist customers with building custom AI skills within the platform to solve their pain points.
Drive real adoption, not just go-lives

Conduct technical health checks and lead business reviews with a bias toward action.
Monitor customer health proactively, identify risks early, and intervene before they become problems.
Help customers unlock the full value , not just check a deployment box.
Shape the product from the field

Work directly with engineering and product teams to escalate issues and push them toward resolution.
Translate what you see in the field, real patterns, real friction, real gaps, into product influence.
Be the voice of the customer in rooms where roadmap decisions actually get made.
Advocate for the shift in the industry towards agentic detections and leveraging AI skills to solve security teams' pain points.
Show up in person when it counts

Travel to customer sites for key engagements (~25% of the time).

As a highly motivated and customer-focused Senior Technical Support Engineer on the global Cortex XSIAM support team, you will provide first-class technical support to our customer base. You will manage incoming inquiries, escalations, and technical issues, working closely with technical account managers to understand client environments and business objectives. Your role is to proactively mitigate risks, resolve complex technical issues, and collaborate with developers to create permanent solutions, ensuring a superior customer experience.
Key Responsibilities
Respond to user-reported issues in adherence to established Service Level Agreements.
Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions.
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise.
Identify the area of fault (code, environment, or configuration) and work with the appropriate teams to implement the fix.
Provide timely feedback into the development process on customer-reported product problems.
Document actions to effectively communicate information internally and to customers.
Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Were looking for an enthusiastic and highly motivated Technical Support Engineer to identify, diagnose and resolve customers issues. The Technical Support Engineer will be a part of our Professional Services team.

This is an exciting opportunity to work in a challenging, fast-paced environment in a high-performance team. Here we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential.


Job Description
Taking ownership of customer issues reported by customers and prioritizing them based on urgency and importance.
Researching, diagnosing, troubleshooting issues and identifying solutions to resolve system issues.
Coordinating support case resolution with the appropriate internal teams: Sales, Professional Services, Product.
Following standard procedures for proper escalation of critical or unresolved issues.

We're looking for a Technical Customer Success Manager to own customer relationships and help customers maximize the value of our platform throughout their entire journey - from onboarding and adoption to renewal and expansion.
In this role, you'll combine deep technical expertise with outstanding customer-facing skills, acting as a trusted advisor to both security practitioners and executive stakeholders. You'll work closely with Product, Engineering, Sales, and Support to ensure customers successfully adopt our platform while driving long-term retention and growth.

Responsibilities
Own the end-to-end customer lifecycle, including onboarding, implementation, adoption, renewal, and expansion.
Build trusted relationships with customer stakeholders, from security engineers to executive leadership.
Guide customers in adopting and optimizing Cloud Runtime Security platform.
Lead technical onboarding sessions, product training, and best-practice workshops.
Act as the primary technical advisor for customers, helping them investigate issues, solve technical challenges, and achieve their security goals.
Proactively monitor customer health, identify risks, and drive successful renewals and expansion opportunities.
Collaborate closely with Product, Engineering, and Support to advocate for customer needs and improve the platform.
Manage technical escalations and coordinate internal resources to ensure timely resolution.
Develop Success Plans with customers, define measurable goals, and track progress over time.