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.
Requirements: 5+ years of experience in Technical Support, Support Engineering, or Production Engineering roles.
Strong cybersecurity background (must) -experience with security platforms, SOC environments, or security tooling.
Experience in Tier 2 / Tier 3 technical support handling complex technical escalations.
Strong troubleshooting skills across cloud environments (AWS/GCP/Azure), APIs, networking, and distributed systems.
Ability to analyze logs, telemetry, and system behavior to identify root causes.
Experience working directly with enterprise customers and technical stakeholders.
Strong communication skills and ability to explain complex technical issues clearly.
A strong sense of ownership, curiosity, and problem-solving mindset.
This position is open to all candidates.