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As a Support Manager based in Israel, you will be responsible for hiring, mentoring, and managing a team of support engineers focused on delivering exceptional customer service, driving data-driven improvements, and fostering a high-performing, customer-centric culture. Reporting to the Director of Support, you will play a key role in building and shaping the Israeli support centre, ensuring alignment with Armis from Service now operational standards and ongoing commitment to service excellence.

What Youll Do:
Lead and mentor technical support engineers, assigning tasks and ensuring efficient issue resolution.
Support, coach, develop and lead a team of technical support engineers to deliver world-class service.
Motivate team members and address challenges that may arise in daily operations.
Identify areas for training and skills development to continuously improve team capability.
Communicate organizational goals, priorities, and business needs to ensure clear expectations across the team.
Monitor daily activities, including backlog management and workload distribution, ensuring SLA adherence and operational efficiency.
Drive the Technical Support team to achieve high customer satisfaction and success, measured through defined KPIs and performance goals.
Maintain a deep understanding of us from Service now products, solutions, and technical environments to provide guidance and subject-matter expertise.
Provide managerial oversight and serve as an escalation channel for internal and external customers.
Implement Knowledge-Centered Support practices to capture, share, and leverage knowledge for faster, higher-quality resolutions.
Partner closely with Customer Success, Product Management, Program Management, and Engineering to develop and refine support processes and influence product quality.
Develop, communicate, and enforce team policies, procedures, and operational standards.
Review case updates from team members, providing coaching and feedback to improve communication and case handling.
Conduct customer follow-ups and survey reviews to ensure feedback is addressed and service excellence is maintained.

We are looking for a Senior Software Engineer to join a specialized development unit reporting directly to the Office of the CTO.

This team functions as an internal innovation incubator, tasked with architecting and building a new AppSec AI solution from the ground up. You will enjoy the best of both worlds: the high-velocity, autonomous environment of a small startup crew, backed by the data, expertise, and stability of the broader our engineering organization. If youre a builder who loves the early-stage "blank canvas" phase and wants to solve complex problems at the speed of thought, this is for you.


What Youll Do
Bring Ideas to Life: Take ownership of complex, open-ended technical challenges and see them through from conception all the way into our customers' hands.
Build the Future of AppSec: Architect, implement, test, and optimize an AI-native application security solution.
Own the Backend & AI Architecture: Design robust microservice cloud environments and integrate advanced AI capabilities into our core product.
Engage Beyond the Code: Collaborate directly with customers, support, sales, and our executive leadership team to gather real-world insights, quickly unblock issues, and align our technical direction with business needs.
Collaborate Globally: Work closely with a distributed team of engineers and stakeholders across Israel, the US, Canada, and India to deliver high-quality MVPs and core products.