Support Engineer (Tier 2)

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8365100

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29/12/2025

Support Engineer (Tier 2)

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

Were expanding our Support Team and looking for a Support Engineer with a strong technical mindset, excellent communication skills, and a passion for solving problems and helping customers succeed.
As a Support Engineer, you will act as the technical point of contact for our clients - investigating complex issues, managing escalations, and working closely with our R&D and Product teams.
You will be part of a friendly and professional team based in Tel Aviv, supporting customers around the world.
Responsibilities:
Resolve incoming client issues via email, chat, and Zoom/Meet within defined Service Level Agreements (SLAs).
Investigate and analyze client requests by utilizing available tools, databases, and logs to identify root causes and recurring patterns.
Manage and prioritize support tickets using Jira (or similar systems), focusing on the most impactful cases and ensuring timely updates to customers.
Collaborate closely with R&D and Product teams to troubleshoot and resolve complex or escalated issues.
Escalate critical or complex cases to Tier 3/R&D teams with clear and detailed documentation.
Maintain accurate records of issue statuses and provide updates to clients and management when necessary.
Contribute to internal documentation, knowledge bases, and best practices to enhance Support processes.
Uphold customer service guidelines and ensure a high level of customer satisfaction, representing customer-first approach.
Participate in weekly stand-up meetings and report on open cases and progress.

Requirements:
2+ years of experience in technical support (Tier 2) or a related technical role.
Hands-on experience with log investigation and ticketing systems (e.g., Jira, Zendesk).
Basic proficiency in SQL.
Proven experience working directly with customers and collaborating with R&D teams and product.
Native or fluent English, both written and spoken.
Strong analytical and problem-solving skills.
Independent, accountable, and proactive, with a strong sense of ownership and responsibility.
Advantages.:
Experience in the ad tech ecosystem (DSP, SSP, publisher, or ad network)- a big advantage.
Familiarity with AI tools or AI-driven workflows.
Basic knowledge of HTML, JavaScript, or web technologies.
Experience with data visualization or monitoring tools (e.g., Kibana, Grafana).

This position is open to all candidates.

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8477908

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7 ימים

Technical Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions.
This role is more than just troubleshooting-it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

Requirements:
5+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking.
Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing).
Hands-on experience with troubleshooting network protocols, configurations, and deployments.
Knowledge of programming languages like Python, Java, or Shell scripting is an advantage.
Problem-Solving & Communication:
Exceptional analytical skills to identify root causes and develop effective solutions for complex technical challenges.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences.
Customer Focus:
Proven ability to build strong relationships with customers, providing them with a high level of service and support.
A proactive mindset, with a commitment to ensuring customer satisfaction and long-term success.

This position is open to all candidates.

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8479548

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03/12/2025

Support Engineer - Tier 1

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

Were looking for a visionary Support Engineer Tier 1 to join the company 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 company 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.

Requirements:
Strong will and aspiration in making the first step in the Networking and Information Systems Security industry.
Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers.
CCNA Certification or equivalent knowledge level.
Familiarity with VPNs, IPSEC, security protocols, and standards.
Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments.
Excellent oral and written communication skills with a passion for working with customers.
Fluent English, both written and spoken - a must
Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous tasks.
Ability to work effectively and thrive in a fast-paced environment.
Ability to work with a globally dispersed, cross-cultural team
Team player
Commitment is required for a minimum of 5 shifts a week as well during weekends.
Experience working with Cloud, SaaS technology provider- Advantage.
Previous experience as a Support Engineer (Tier 1 security companies) - Advantage.

This position is open to all candidates.

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8441530

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30/11/2025

Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:
Contribute to the development of documentation to streamline support processes.

Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field.
6-10 years of experience in a technical support role for SaaS software.
Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
Knowledge of Git and its processes.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced environment and handle multiple priorities.
Proven track record of delivering exceptional customer support.
Experience working with APIs
Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g. Grafana) for identifying and resolving issues.
Experience using a support ticketing tool (i.e. Zendesk)
Preferred Skills:
Experience with Kubernetes environments

This position is open to all candidates.

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8435217

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לפני 5 שעות

Technical Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

We are looking for an enthusiastic, collaborative, and highly motivated professional who thrives in a fast-paced environment and welcomes new technical challenges.
As a key member of our Network Operations Center, you will monitor live systems and play a critical role in identifying, troubleshooting, and escalating issues that impact international customers and partners.
Position Responsibilities:
Work 5 shifts per week, Sunday-Thursday, 3:00 PM-12:00 AM, Friday-Saturday, 8:00 AM-3:00 PM.
Provide technical support for customers and partners via inbound calls, the ticketing system, and email
Monitor SuperComs real-time IoT and electronic monitoring systems in production environments
Detect, classify, troubleshoot, and escalate hardware and software incidents according to established procedures
Serve as a first point of contact for customers, partners, and subcontractors
Troubleshoot issues through the ticketing system with a high level of proficiency in English
Conduct investigations to diagnose root causes and continuously monitor open cases
Maintain composure under pressure while delivering excellent customer service
Respond promptly to customer inquiries and technical issues, ensuring timely resolution
Monitor the production environment and act according to strict SLA requirements
Document troubleshooting steps and resolutions in tickets for internal and customer communication
Independently resolve problems and escalate issues appropriately when necessary
Communicate with global partners and internal teams to assist in resolving issues
Work with SQL Server databases for troubleshooting and support tasks

Requirements:
Availability to work 5 shifts per week during the following hours: Sunday-Thursday, 3:00 PM-12:00 AM, Friday-Saturday, 8:00 AM-3:00 PM.
1-2 years of hands-on experience in a technical support or NOC role
BSc degree or relevant technical background in Information Systems, Computer Science, or similar tech-related fields
Proficiency in English (spoken and written), supporting global customers and partners.
Excellent analytical and problem-solving skills with a strong sense of customer orientation
Ability to stay focused under pressure and prioritize tasks
Excellent verbal and written communication skills
Proactive, responsible, and able to identify and escalate critical issues
Comfortable interacting with international customers, partners, and internal teams
Fast learner, adaptable, and team-oriented
Experience with technical support ticketing systems (e.g., Jira Service Desk) - Advantage
Familiarity with SQL Server databases for troubleshooting and support tasks - Advantage
Knowledge of APIs and web-based systems - Advantage
Experience working with Jira and Confluence - Advantage
Exposure to production environments, monitoring systems, or NOC operations - Advantage

This position is open to all candidates.

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8490106

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16/12/2025

Senior Technical Support Engineer (Prisma Cloud)

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
You will provide post sales technical support to our company End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.

Requirements:
Experience of minimum of 4 years in support roles
Required experience with AWS, Azure, and/or GCP
Knowledge in containers and Kubernetes concepts - Must
Hands on troubleshooting containers and Kubernetes (Preferable)
Experience using API
Creative and self starter with ability to troubleshoot and debug issues using many data sources and AI tools.
Experience with Linux and Windows systems
Excellent written and verbal communication skills
Ability to work well is a diverse team environment
Knowledge of scripting languages, preferably Python, Bash and JavaScript (Optional)
Previous experience with Prisma Cloud or Cortex XDR (optional)
Required knowledge of DevOps and CI/CD (preferably, but not mandatory, with hands-on experience)
Familiarity with information security concepts, such as CVE, CVSS, etc.

This position is open to all candidates.

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8460037

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24/12/2025

Technical Solution Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time and English Speakers

we are looking for a fast learning, motivated individual to join our Product Experience team in R&D. If youre passionate about technology and problem solving, but are also a great communicator, wed love to chat with you. This role is a great opportunity to expand your technical skillset and work directly with our Software Engineers to support a wide range of customer use cases on a variety of web-based platforms.
What will you actually be doing?
Analyzing and researching customer use cases and processes in web applications.
Monitoring Production logs in our Backoffice system to identify and proactively address potential issues.
Implementing solutions that will scale to millions of users.
Advancing the world one step closer to Artificial General Intelligence.
Working closely with Software Engineers, Product Managers, Professional Services, Customer Success and Support to ensure the ongoing success of our customers.
Proactively thinking of new and innovative ways to provide our customers with an outstanding product experience.
Creating internal documentation and resources to share knowledge within the organization.
Serving as an internal point of escalation for our Support team and driving resolution of technical issues, including identification of root cause.

Requirements:
A B.A from a leading university - a must!
English speaker - a must! Ability to speak and write clearly and eloquently!
Proficiency with JavaScript, HTML, CSS, jQuery, Developer Tools and DOM Manipulation.
Knowledge and understanding of UI/UX principles.
Ability to learn new technologies and product-lines quickly.
Multi-tasking and problem solving skills.
Customer service orientation.
Willingness to work in a hands-on and dynamic environment with a constantly evolving product.
Excellent communication skills.
Ability to work independently with little direct supervision and as part of a team.
Ability to determine the best course of action in cases of confusion or insufficient information.

This position is open to all candidates.

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8471279

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01/12/2025

Technical Support Engineer

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

As a key player in the fleet mobility industry, we need service-oriented, self-motivated individuals with excellent organizational skills and a willingness to learn new technologies.

This is a fast-paced role where providing top-tier technical support is essential. You'll also play a key role in sharing product feedback based on client pain points and contributing to various initiatives that drive our growth.

The position is shift-based and requires work during weekends.

What You'll Do

Serve as the frontline technical problem-solver for high-value enterprise customers, diagnosing and resolving complex product issues under pressure
Apply advanced troubleshooting techniques to tackle challenging technical problems when standard solutions fail
Master entire product ecosystem and continuously expand your technical knowledge to stay ahead of evolving features
Collaborate directly with Product and R&D teams to investigate critical bugs, escalate urgent customer pain points, and influence product development
Take part in customer meetings, help with integrations, and dive deep into real-world use cases to understand exactly how our solutions are being implemented with our products.
Provide expert guidance on product configuration to optimize performance for each customer's unique environment

Requirements:
1+ year in technical support engineer, customer-facing role or similar
Solid technical aptitude and a passion for learning new technologies, products, and methodologies
Strong critical thinking and attention to detail
Flexibility and availability to embrace change
Experience working with SQL and APIs - an advantage
Familiar with GCP, Jira, Intercom and Notion- an advantage
Experience with web technologies and scripting languages - nice to have
Fantastic spoken and written English

This position is open to all candidates.

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8437070

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28/12/2025

Technical Support Team Lead

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

We are looking for a sharp Technical Support Team Leader to join our R&D Organization and Lead a global team of passionate and talented Tier 1 - Tier 3 Technical Support Engineers.

Key Responsibilities
Supervise, coach, and mentor a team of Tier 1 - Tier 3 Technical Support Engineers
Monitor and evaluate the performance and productivity of the team and provide feedback and guidance
Handle escalated technical issues on complex systems and resolve them in a timely and professional manner
Establish and maintain best practices and procedures for technical support
Take an active role in continuously improving our product by interacting directly with our customers and our Developers & Cyber Teams, to make sure our company meets its ambitious goals.
Work in a fast-paced environment and handle multiple priorities with a sense of urgency.

Requirements:
4+ years of experience as a Technical Support Team Lead
Experience working with external customers
Experience in troubleshooting and debugging distributed systems
Experience in implementing support processes
Relevant experience in SaaS echo systems
High level of both spoken and written English - A must
A multitasker, hands-on problem-solver, and process oriented
Fast learner and passionate about adopting new technologies
Promote documentation agenda proactively
Experience working with global teams
Experience using or integrating AI-assisted tools

This position is open to all candidates.

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8475942

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אירעה שגיאה בשליחת פרטיך למשרה

22/12/2025

Senior Technical Support Engineer (L2)

חברה חסויה

Location: Tel Aviv-Yafo

Job Type: Full Time

As Technical Support Engineer (L2), you will become the deep expert on how our system works end-to-end. Youll own the technical heartbeat of customer support: understanding detection flows, troubleshooting integrations, investigating anomalies, and communicating clear insights back to customers and internal teams.

This is a builder role. As one of the first technical support hires, youll shape support function; its processes, its culture, and its standards.

While working directly with Engineering, Product, and our most strategic customers. Youll be the person customers trust the most: their go-to expert for clarity, accuracy, and fast resolutions.

What Youll Do (Your Chain of Impact)

Become the System Expert

Develop a deep understanding of detection flows, architecture, and security engines.
Build expertise across product surfaces, customer use cases, and common integration patterns.
Act as the internal knowledge hub for how our system behaves in real-world scenarios.
Lead Technical Investigations

Diagnose complex issues across customer integrations, APIs, on-chain data, and detection results.
Perform basic Root Cause Analyses (RCAs) and communicate findings clearly and confidently.
Read and interpret logs (DataDog, Kibana, Grafana, etc.) to identify anomalies or system irregularities.
Monitor performance metrics and security-related alerts.

Requirements:
3+ years in L2 technical support or similar customer-facing technical roles, ideally in security, SaaS, or infrastructure.
Strong understanding of HTTP/REST fundamentals and common integration patterns.
Basic SQL skills for querying logs and validating system behavior.
Ability to interpret technical logs and observability dashboards (DataDog, Kibana, Grafana, etc.)
Understanding of cybersecurity concepts and basic threat detection principles (Web3 experience is a plus).
Solid troubleshooting instincts and a research-oriented mindset, youre able to dig, hypothesize, and validate.
Excellent communication skills with the ability to explain complex issues clearly and concisely.
Comfortable collaborating with engineers, product managers, and external stakeholders.
Experience supporting global customers across multiple time zones, cultures, and communication styles.

This position is open to all candidates.

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8468020

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