דרושים » מחשבים ורשתות » Technical Support Engineer

In this role, you will provide technical support to customers, troubleshoot networking and communication solutions, and collaborate with Engineering and Product Management to resolve technical issues efficiently.

You will also deliver professional services and support customers both remotely and on-site.

This is a full-time position with the option of working from home one day a week.

Location: Tel Aviv office Ramat-Hachayal.

Key Responsibilities
Serve as the primary technical contact for assigned customer support cases via phone, email, and web.
Troubleshoot and resolve network configuration issues, equipment faults, and product-related problems.
Analyse customer network environments to identify root causes and recommend effective solutions.
Collaborate with Engineering, Product Management, and Tier-3 Support teams to resolve complex technical issues.
Deliver Professional Services, including product implementation, configuration, technical trainings, technical consulting, etc
Provide on-site installation, troubleshooting, and technical support when required.
Maintain high levels of customer satisfaction by delivering timely, professional, and effective technical support.

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 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 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 Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with 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 Customer Integration Engineer to own the full integration lifecycle for our clients - from onboarding through to ongoing support - and to help establish and enrich our integration capabilities with media vendors and various platforms.
As a Customer Integration Engineer, your role will be:
Own the full integration life cycle from definition to deployment, serving as the primary point of contact for clients during the integration phase.
Client facing, responsible for orchestrating the integration process of every new client - translating customers business objectives into technical requirements and executions.
Serve as a resource for clients, guiding them in navigating complex marketing to ensure a successful and speedy data and analytics integration.
Monitor, work to improve, and ensure that clients integration and data pipeline are functioning well.
Collaborate with clients to understand their technical needs and provide tailored solutions.
Troubleshoot, scope, and debug integration issues - handling complex technical problems through collaboration across teams.
Monitor changes on partner platforms (e.g., new API versions, breaking changes) and coordinate accordingly.
Gather feedback from clients and internal teams to continuously refine the technical side of the onboarding experience.
Identify and implement tools to facilitate easier integration and onboarding for clients.
Liaise between clients and internal teams to communicate client needs and expectations effectively.
Participate in cross-functional meetings to provide insights and updates on client integration progress.
Create specification documents and improve integration documentation, including platform tours, instructional explanations, and potentially videos.
Initiate and execute automation planning.

We're looking for a Support Lead to build our company's customer support function from the ground up, working on site in Tel Aviv offices.
You'll be the founding member of our support organization, designing the processes, tooling, and team that will sit between our enterprise customers and our Product and Engineering teams. You'll report to the VP Product Growth and work closely with Product and Engineering to ensure issues are resolved fast, with full ownership, and with as little engineering drag as possible.
This is a rare opportunity to define what great support looks like at an AI-first company serving some of the world's largest enterprises, and to build it your way.
What you'll do
Build the support function from scratch: processes, workflows, escalation paths, SLAs, tooling, and internal playbooks.
Lead day-to-day support operations for global enterprise customers, owning prioritization, escalations, and customer communication.
Hire and grow a team of Support Engineers who are technical enough to investigate issues independently, reducing reliance on Engineering for first and second-line resolution.
Design an AI-first support model: leverage AI tooling for log analysis, issue investigation, and knowledge retrieval to help the team punch above its weight across a fast-growing set of diverse customer solutions.
Build and maintain a living knowledge base that enables support engineers to ramp quickly on new solutions and handle complex issues without deep product expertise from day one.
Partner with Product and Engineering to surface recurring issues, drive root cause fixes, and close the loop between customer feedback and product improvement.

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.

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 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.

We're looking for someone who combines outstanding customer-facing skills with a strong technical mindset. Someone who learns fast, adapts quickly, and enjoys understanding how systems work. This is not a script-based support role - we're looking for a proactive problem solver who takes ownership, thinks independently, and is always looking for better ways to help customers succeed.

You will work directly with customers, help them get the most out of the platform, troubleshoot issues, provide training and guidance, and become a product expert who can confidently support organizations of all sizes. You'll also play an active role in improving internal processes, sharing knowledge with teammates, and helping shape the customer experience as we continue to grow.

Working Hours: Flexible shift-based role supporting a 24/7 customer operation, including evenings, nights, weekends, and holidays, in accordance with local labor regulations.

Key Responsibilities
Serve as a primary point of contact for customers via email, chat, phone, and Zoom.

Troubleshoot product issues, provide guidance and training, and help customers get the most out of the platform.

Quickly develop deep product knowledge and become a trusted advisor for customers.

Manage customer requests from investigation through resolution, escalating when needed.

Collaborate closely with Customer Success, Product, Operations, and Support teams.

Document knowledge, share best practices, and contribute to process improvements.

Identify opportunities to improve customer experience and internal workflows.