דרושים » מכירות » Escalation Engineer

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
This is a unique opportunity to be the first technical expert in our Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.
Your Opportunity:
Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.
Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.
Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.
Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Cloud Security products, ensuring exceptional satisfaction and retention.
Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.
Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.
Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.
Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.
Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.
Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

Were looking for a visionary Support Engineer Tier 1 to join the team.
In this critical role, you will be monitoring, supporting, and providing advanced troubleshooting of a large complex data network infrastructure by using network monitoring and network management tools. You will work closely with teams from our business areas, network engineering, and management as a team representative on major incident bridges
Responsibilities:
Provide technical support for our customers around the world.
Own and manage customer issues and see problems throughout resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping a positive, and can-do attitude.
Be a focal point for the customers needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.
Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance.
Track and monitor customer status and identify both areas of concern and growth opportunities.
Be a part of building and expanding the companys Global Support Services.

This is a unique opportunity to be the first technical expert in our Tenable Cloud Security team, interfacing directly with customers to diagnose and resolve advanced technical issues. Youll serve as a trusted advisor, leveraging your deep technical expertise to enhance the customer experience while collaborating closely with internal teams to improve our solutions. As a one-person show, youll play a critical role in building a scalable customer-facing engineering function.

Your Opportunity:

Escalation Ownership: Take complete ownership of all technical escalations, ensuring timely follow-up and resolution.

Troubleshooting & Debugging: Analyze logs, profile code, debug issues, and provide bug fixes as needed.

Technical Problem Solving: Understand customer use cases, work with support, product, and engineering teams closely to be an effective liaison between core engineering and support.

Customer Engagement: Work directly with customers to troubleshoot and resolve issues related to Tenable Cloud Security products, ensuring exceptional satisfaction and retention.

Bug Tracking & Monitoring: Maintain and track all open bugs, ensuring clear status visibility and prioritization in collaboration with product and engineering teams.

Collaboration: Partner with product, engineering, and support teams to identify root causes of technical issues and drive improvements in our products and services.

Proactive Insights: Analyze patterns in customer issues to recommend preventative measures and improvements to the product.

Process Development: Establish and refine processes for managing technical escalations, ensuring efficiency and scalability.

Knowledge Sharing: Develop and maintain comprehensive technical documentation, including troubleshooting guides and knowledge base articles.

Leadership on the Ground: Represent the customer-facing engineering team in cross-functional meetings and contribute to strategic initiatives.

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
Design, develop, and maintain complex, scalable, and high-performance systems with a focus on writing clean, efficient, and maintainable code.
Collaborate with cross-functional teams, including product managers and architects, to implement technical solutions aligned with business objectives.
Provide input on architectural design and participate in technical planning to ensure long-term maintainability and compliance with standards.
Identify and troubleshoot production issues, conducting root cause analysis and implementing fixes to ensure system reliability.
Contribute to code reviews and technical discussions, sharing knowledge and fostering a culture of collaboration and continuous improvement.
Your Opportunity:
Develop critical components and systems that drive business outcomes, while maintaining and enhancing core infrastructure for scalability and reliability.
Participate in the design and development of new features, integrations, and enhancements to software applications, databases, and interfaces.
Support and improve automated testing and deployment processes to ensure smooth delivery of new features and system updates.
Collaborate with other senior engineers to drive the technical direction of projects and ensure high-quality software delivery.

Ask a member of our team and theyll answer, Our people! We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When youre part of our team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!
Cloud Security was born out of the acquisition of Ermetic, an innovative cloud-native application protection platform (CNAPP) company, and a leading provider of cloud infrastructure entitlement management (CIEM). The acquisition combines two cybersecurity innovators and marks an important milestone in mission to shift organizations to proactive security. The combination of and Ermetic offerings will add capabilities to deliver market-leading contextual risk visibility, prioritization and remediation across infrastructure and identities, both on-premises and in the cloud.
Your Role:
Design, develop, and maintain complex, scalable, and high-performance systems with a focus on writing clean, efficient, and maintainable code.
Collaborate with cross-functional teams, including product managers and architects, to implement technical solutions aligned with business objectives.
Provide input on architectural design and participate in technical planning to ensure long-term maintainability and compliance with standards.
Identify and troubleshoot production issues, conducting root cause analysis and implementing fixes to ensure system reliability.
Contribute to code reviews and technical discussions, sharing knowledge and fostering a culture of collaboration and continuous improvement.
Your Opportunity:
Develop critical components and systems that drive business outcomes, while maintaining and enhancing core infrastructure for scalability and reliability.
Participate in the design and development of new features, integrations, and enhancements to software applications, databases, and interfaces.
Support and improve automated testing and deployment processes to ensure smooth delivery of new features and system updates.
Collaborate with other senior engineers to drive the technical direction of projects and ensure high-quality software delivery.

As a UAT Service OPS Engineer, you will play a critical role in supporting our enterprise-grade iLottery platforms. Acting as a technical bridge between our customers and internal teams, you'll resolve complex issues, contribute to continuous service improvements, and ensure our solutions meet the highest standards of reliability and performance.

Key Responsibilities:
Serve as a key contact for technical supportresponding via email and JIRA Tickets.
Provide Tier 3/4 technical support for both internal stakeholders and external clients, ensuring high-quality service.
Collaborate with cross-functional teams, including R&D and customer support, to analyze and resolve complex product issues.
Own technical problem resolution from identification through resolution, employing best practices in troubleshooting and root cause analysis.
Prioritize and monitor active support issues to ensure timely resolution and customer satisfaction.
Contribute to documentation and knowledge sharing to improve team performance and customer outcomes.

We are seeking a Solutions Engineer to become an integral part of its team, dedicated to offering technical guidance and assistance. The ideal candidate will have the chance to cultivate connections with pivotal clients and play a crucial role in advancing the sales of our products. If you aspire to collaborate closely with our sales, product and R&D team, delivering technical expertise, demonstrations, and solutions to our customers, we would love to hear from you!

What will you do?

Providing technical guidance and support to prospects and customers
Explaining products and services to customers and work closely with them to understand their technical requirements and translate them into effective solutions
Assisting with product demonstrations, presentations and webinars
Provide training to clients, both in person and remotely, to ensure they can effectively use our products.
Respond to technical inquiries and provide in-depth information to clients
Support the closing of deals by addressing technical concerns and objections
Gather feedback from clients and the sales team to help improve our products and services

We are looking for a highly motivated support engineer to join our team and help us shape the future of internal developer portals.
Upon joining us, you will help our customers and users build their internal developer portal, setup integrations and configure self-service actions.
Our mission is to help organizations build their internal developer portals with ease and improve the developer experience and platform engineering processes.
What you'll do:
We believe incredible customer support is a must-have. Your role will encompass answering technical support questions, assisting users and customers as they use the product and building a knowledge base that will make using the product and its documentation easier.
Beyond technical work, you'll assist in planning, grow our engineering team's skills, and help recruit new talent. By contributing to our open-source projects, you will also take part in maintaining open sources and collaborate with developers around the world. You won't just build; you'll shape the future of developer experiences.
Who You'll work with:
As a Support Engineer, you'll be joining a collaborative and dynamic support team where the customer and his needs are heard.
You'll closely collaborate with our Developers, Product Managers, Customer Success and Sale Engineers, working hand in hand to help bring our developer portal product to life.
Your input and expertise will have a significant impact on the product's development, as you will experience first-hand the common questions and areas where the product can be improved.
Additionally, you will have the opportunity to work closely with our customers and engage with our product community. Your insights and interactions with them will play an important role to ensure we deliver the best product possible.
Together, we'll continue to empower platform engineers and developers worldwide, providing them with the tools they need to create seamless and robust developer portals. Join us in our mission to revolutionize the developer experience!

Were looking for a Sales Engineer with a strong technical background to join the growing Enterprise team.
In this role, youll serve as a trusted technical advisor, working closely with enterprise clients to understand their technical needs and design scalable, customized solutions on the platform. Youll engage in technical discovery, solution design, and implementation guidance, ensuring that enterprise clients can seamlessly integrate the company into their ecosystems.
Lead technical discovery with enterprise clients, analyzing their requirements, existing systems and technical constraints
Architect and design scalable solutions, providing guidance on best practices for integration with identity providers, CRMs, payment gateways, cloud platforms and other enterprise technologies
Work hands-on with APIs, web technologies (HTML, CSS, JavaScript), and enterprise authentication protocols (SSO, OAuth, SAML)
Act as a technical consultant during sales and implementation cycles, ensuring clients achieve a seamless and efficient deployment of our solutions
Develop proof-of-concept implementations and conduct technical demos to showcase our capabilities
Collaborate closely with product and engineering teams, advocating for enterprise client needs and influencing future platform enhancements
Build strong relationships with key stakeholders at client organizations, ensuring their needs are met, helping to secure long-term partnerships and offering ongoing support and troubleshooting assistance.

seeking a Technical Support Engineer to join our global support team, providing 24/7 support to our customers. In this role, you will diagnose, troubleshoot, and resolve technical issues efficiently, ensuring high customer satisfaction. You will work with various software stacks, architectures, and cloud environments while following escalation procedures for unresolved issues.

Responsibilities
Take ownership of reported customer issues and drive them to resolution.
Research, diagnose, and troubleshoot system issues, providing effective solutions.
Follow escalation procedures to route unresolved problems to the appropriate teams.
Collaborate with technical counterparts to promote product adoption and expansion.
Advocate for customer needs internally, acting as their technical representative within .
Upgrade application for on-prem customers.
Contribute to the knowledge base by documenting common issues and solutions.
Prioritize and manage multiple open cases simultaneously, ensuring timely resolution.