דרושים » תוכנה » Developer Support Engineer

about the company:the company helps security teams dramatically reduce the volume of incidents generated by vulnerability management tools. we do this by building a deep, contextual understanding of our customers' networks - turning noise into signal and enabling security teams to focus on what truly matters. we're a small, fast-moving startup with great people who care about impact, craftsmanship, and each other.
about the role
we're looking for our first technical Support Engineer - a highly technical, hands-on problem solver who will own the technical side of our customers' journey, from pov through deployment and day-to-day operation.
our customers are mainly abroad - primarily in the us - so this role works on a us-hours schedule from our israel office.
you'll be the first person in this function, working closely with our us-based customer team and with r&d in israel. the role sits at the intersection of customers, product, and engineering: understanding how the company connects to customer environments, how data flows through the platform, and how to turn technical findings into answers security teams can actually act on.
you'll own tier 1 and tier 2 issues end-to-end - and make sure that what reaches r&d is only what truly needs r&d, with a clear, actionable ticket.
if you love getting to the root of technical problems, enjoy working with customers, and want massive impact in an early-stage team - we'd love to meet you.
what you'll do
own the technical success of customer deployments - from pov through onboarding, integrations, and ongoing operation
act as the main technical point of contact for customers and build trusted, long-term relationships
get hands-on with customer environments, data, and integrations to make sure the platform works - and delivers value
investigate and debug issues in production - dig into logs, reproduce problems, and read code when needed
resolve tier 1 and tier 2 issues independently, and write clear, well-scoped bug reports for what needs r&d
run validations (manual and automated) to make sure our findings are accurate in every customer environment
spot gaps and edge cases early - and solve them before customers notice
translate technical findings into clear insights customers can act on
track customer-related tasks with r&d and drive them to closure
share customer feedback with product and r&d to make the platform better
help build our support processes, playbooks, and knowledge base from the ground up.

We are looking for a Technical Customer Success Manager to own our customer base outside the United States as we scale internationally. Reporting to the VP, Customer Success, you will take ownership of multiple accounts across Israel, Europe, and APAC, acting as both the commercial and technical point of contact for the region. A core focus of this role is driving renewals and upsell/expansion revenue - you will drive retention and growth across your territory as a key lever for the companys overall growth.

Key Responsibilities

Drive renewals and expansion revenue for the rest-of-world region as a primary goal - drive net revenue retention (NRR) through proactive renewal management and upsell/cross-sell strategy
Own the post-sale customer lifecycle end-to-end across multiple accounts in Israel, Europe, and APAC: onboarding, adoption, technical health, renewals, and expansion
Serve as both the commercial and technically credible point of contact for your portfolio, engaging directly with security engineers, platform teams, and CISOs
Drive deployment coverage and adoption - monitor the gap between what a customer is paying for and what they have actually instrumented, and act on it
Own runtime policy tuning, integration depth, and the quality of the signal Oligo delivers to customer internal workflows and environments.
Run business reviews framed around security outcomes and product usage
Operate a tiered coverage model: high-touch engagement for strategic accounts, and a lighter, Support-assisted motion for the long tail
Build and maintain health scoring and risk assessment for the region, surfacing churn risk early enough to act on it
Build and continuously improve the regional renewals and expansion motion, including forecasting, pipeline management, and risk mitigation for at-risk accounts
Partner closely with Sales on renewal and expansion opportunities, and with Product and R&D to feed regional customer insights into the roadmap
Partner with the Technical Account Manager and the Global Support & Operations team on onboarding, escalations, and anything requiring engineering attention
Act as an escalation point for critical customer issues across the region
Represent the voice of the rest-of-world customer in internal strategy and product discussions
Help define how Oligo covers the region as the customer base grows, building repeatable process rather than one-off solutions