דרושים » תוכנה » Technical Support Engineer - Entry Level REF15U

Were looking for a Technical Support Engineer to support customers through technical POCs, onboarding, and ongoing use of our autonomous security platform. Based in Israel and working closely with R&D and DevOps, youll provide real-time support to North American customers. This is a hands-on role for a cybersecurity technical expert comfortable troubleshooting and resolving issues directly with customer teams.

Responsibilites
Serve as the primary technical point of contact during customer POCs - supporting deployment, configuration, and troubleshooting so prospects see value fast.
Own technical onboarding for new clients, guiding them through setup, integrations, and initial configuration of the platform.
Provide ongoing technical support to live customers, diagnosing and resolving issues across the product and its integrations.
Run live technical calls with customers over Zoom, Meet, or Teams, and support them asynchronously via email, Slack, and our ticketing system.
Triage, reproduce, and document bugs and feature requests, and escalate to R&D and DevOps with the technical context they need to act quickly.
Work closely with Israel-based R&D and DevOps teams as the connective layer between customer environments and the engineering roadmap.
Build and maintain internal and customer-facing documentation, runbooks, and troubleshooting guides.
Track support activity and flag trends or recurring issues that point to product or process improvements.
Contribute to the development of our global support framework and team, while establishing operational procedures and evaluating technical tooling.

We are expanding our global team of consulting engineers to further our ongoing plans for worldwide growth!
We work with customers of all shapes and sizes in all verticals, from tier-1 banks to small web startups, on a variety of interesting use cases from e-commerce platforms to trading systems to social media applications. Solve interesting problems, gain incredible cross-stack experience, work with the best and brightest people in the business, network with industry leaders, and see new places - all in a days work!
Our consulting exists to support the development of our customers vision, accelerate customers time to value, and drive a multitude of customer adoption scenarios - from building new solutions to modernizing legacy applications or migrating to the cloud. Our consulting solutions ensure that organizations get the best out of us.
Be one of the recognized experts in this rapidly growing field in a high-growth software company successfully challenging the status quo of the database industry. You will have abundant opportunities to meaningfully impact the growth of our business in your region.
We are looking to speak to candidates who are based in Tel Aviv for our hybrid working model.
Position Expectations:
As a core member of the Professional Services team, you will
Contribute to customer implementations at any or all phases of the application lifecycle: portfolio assessment, application planning and design, deployment architectures, development and build, integration and release configuration, system testing, production operations, application optimization, and best practices adoption
Deliver customer classroom-based training to architect, developer and operations roles
Work as part of a wider delivery team comprising fellow consulting engineers, project managers and account teams
Cultivate your individual reputation as a trusted advisor to guide us and our customers into the future
Partner with Product and Engineering teams to influence the direction of the product roadmap
Success Measures:
As a Consulting Engineer you will be successful in this role when you can execute the following:
Become a field expert
Communicate complex technical proposals simply and convincingly to a wide range of audiences
Gain a reputation as a trusted advisor with your clients, large and small
Ensure your clients success with their endeavors
Maintain the required level of billable utilization
Influence our product development by contributing experience from the field
Successfully communicate the product roadmap to external clients
Constantly work on improving yourself, our products and our team.

As a highly motivated and customer-focused Senior Technical Support Engineer on the global Cortex XSIAM support team, you will provide first-class technical support to our customer base. You will manage incoming inquiries, escalations, and technical issues, working closely with technical account managers to understand client environments and business objectives. Your role is to proactively mitigate risks, resolve complex technical issues, and collaborate with developers to create permanent solutions, ensuring a superior customer experience.
Key Responsibilities
Respond to user-reported issues in adherence to established Service Level Agreements.
Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions.
Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise.
Identify the area of fault (code, environment, or configuration) and work with the appropriate teams to implement the fix.
Provide timely feedback into the development process on customer-reported product problems.
Document actions to effectively communicate information internally and to customers.
Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Real-time Data Platform. Youll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with at scale.
What Youll Do:
Troubleshoot and resolve technical issues for customers across diverse environments (cloud, hybrid, on-prem).
Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
Participate in real-time customer remediation efforts and live incident resolution.
Act as a customer advocate to ensure timely and accurate issue resolution.
Support enterprise customers with mission-critical systems and real-time data use cases.
Assist with new deployments, configuration guidance, and performance tuning.
Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
Contribute to a collaborative, agile, and globally distributed support team.

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.
"our company's data management vision is the future of the market."- Forbes
we are the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, our company takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless workers who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our companys growth and at a pivotal point in computing history.

In this role, you will provide technical support to customers, troubleshoot networking and communication solutions, and collaborate with Engineering and Product Management to resolve technical issues efficiently.

You will also deliver professional services and support customers both remotely and on-site.

This is a full-time position with the option of working from home one day a week.

Location: Tel Aviv office Ramat-Hachayal.

Key Responsibilities
Serve as the primary technical contact for assigned customer support cases via phone, email, and web.
Troubleshoot and resolve network configuration issues, equipment faults, and product-related problems.
Analyse customer network environments to identify root causes and recommend effective solutions.
Collaborate with Engineering, Product Management, and Tier-3 Support teams to resolve complex technical issues.
Deliver Professional Services, including product implementation, configuration, technical trainings, technical consulting, etc
Provide on-site installation, troubleshooting, and technical support when required.
Maintain high levels of customer satisfaction by delivering timely, professional, and effective technical support.

We're looking for an experienced, customer-obsessed Senior Director, Technical Support to lead Pentera's global Technical Support domain and scale the people, processes, and AI-driven technology behind it as we grow.

Reporting to the Chief Customer Officer, you'll lead a global team of ~20 support engineers and partner closely with Customer Success, R&D, Product, and Sales Engineering to ensure every enterprise customer gets exceptional technical guidance. A core part of the mandate is modernizing how we support customers - leveraging AI, automation, and self-service to scale quality without scaling headcount linearly. You'll bring deep technical understanding of enterprise software and cybersecurity, strong operational leadership, and a track record of building high-performing global teams.


Responsibilities:
Lead and develop our global Technical Support organization: hire, coach, and grow TLs and individual contributors, and build a culture of ownership, technical excellence, and continuous learning.
Own global support operations and strategy end to end, delivering fast, consistent, high-quality outcomes across regions and time zones, backed by scalable processes and organizational design that keep pace with our growth.
Lead the AI transformation of the support function: deploy AI-driven workflows, automation, and self-service to speed up resolution, deflect volume, and scale quality without scaling headcount linearly.
Own the support KPIs: SLA compliance, CSAT, response and resolution times, backlog health, and escalation management.
Be the bridge between customers, Support, Product, and R&D: surface critical escalations, make the case for the fixes that matter, and influence the product roadmap.
Serve as the executive escalation point for complex customer issues, coordinating cross-functional resolution when required.
Partner with Customer Success, Professional Services, Sales Engineering, and Sales to deliver a seamless end-to-end customer experience.

We're hiring a Technical Support Engineer to provide excellent customer support for highly technical users, from AI engineers to infrastructure architects. You'll be monitoring incoming tickets, fielding requests, helping teams debug production LLM applications and agents, and ensuring critical issues get resolved quickly. You'll be a key part of delivering world-class technical support for modern AI platforms.

Your responsibilities will include:

Monitor incoming support tickets and provide timely responses to technical support inquiries-diagnosing issues across customer setup, Tavily products, and deployment issues
Escalate queries to Engineering and Customer Success if required depending on scope and impact
Field requests as part of our follow-the-sun support coverage to ensure customers get help when they need it
Collaborate with engineering, operations, documentation, and product teams to escalate and resolve bugs, and communicate customer needs
Use and help improve internal tooling, diagnostics, and runbooks for issue triage
Participate in post-mortems for critical incidents and help document learnings
Track KPIs for support health (CSAT, bug recurrence) and contribute to continuous improvement efforts
Help improve documentation and knowledge articles to enhance self-service resources

As a Technical Support Engineer, youll be the one making sure that all existing customers issues are properly and thoroughly handled by the various relevant stakeholders.

You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.

Responsibilities
- Lead investigation and resolution of complex technical issues, performing deep root cause analysis across application, network, security, and platform layers.

- Use logs, APIs, telemetry, and AI-powered tools to troubleshoot product behavior and accelerate issue resolution.

- Partner closely with R&D and Product teams to reproduce issues, validate fixes, document defects, and improve product quality.

- Own critical customer escalations, driving communication, coordination, and timely resolution.

- Participate in customer meetings to provide technical guidance, explain findings, and support resolution plans.

- Act as a technical focal point for customers and internal teams on product, integration, and security-related topics.

- Identify recurring issues and recommend improvements to product functionality, support processes, and automation.

- Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.

- Support onboarding, training sessions, and knowledge sharing across teams.

Required Support Engineer
About the position
As a Support Engineer, you will be responsible for providing technical support to enterprise customers, ensuring high service quality, and maintaining customer satisfaction. You will work closely with internal teams to investigate, troubleshoot, and resolve complex technical issues in a fast-paced, production environment.
Responsibilities:
Own and manage critical and high-impact production issues end-to-end
Lead deep technical investigations across platform components, integrations, and data flows
Work closely with R&D, CloudOps, Product, and Professional Services to drive resolution
Analyze logs, transaction data, and system behavior to identify root causes
Troubleshoot complex issues across APIs, ETL processes, configurations, and integrations
Proactively identify recurring issues and drive root cause analysis (RCA) and long-term solutions
Improve monitoring, alerting, and support processes
Contribute to internal documentation and knowledge base
Support release activities, upgrades, and production deployments
Communicate effectively with customers, including during high-pressure incidents.