דרושים » תוכנה » Technical Support Lead

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.

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.

Were looking for a Support Engineer to join our team and help support our global B2B SaaS customers. This is a hands-on technical support role for someone early in their career who is eager to learn, debug real customer issues, and work closely with Product and Engineering.

Because we support customers across multiple regions and time zones, this role may include shift-based work to ensure strong global coverage.

Youll be a great fit if you enjoy troubleshooting, communicating clearly with customers, and digging into technical issues until you understand what is happening.



What You'll Do
Own and resolve customer support tickets across technical and product-related issues.
Investigate bugs, configuration problems, integration issues, API behavior, and unexpected product behavior.
Reproduce issues, gather logs and evidence, and escalate clearly to Engineering when needed.
Use tools such as Zendesk, Jira, Datadog, Postman, SQL, and internal systems to investigate customer issues.
Support integrations, APIs, data flows, and security/compliance-related product areas.
Write clear customer-facing responses that are accurate, calm, and helpful.
Partner with Product and Engineering to identify recurring pain points and improve the product.
Create and maintain internal troubleshooting guides, macros, and customer-facing knowledge base articles.
Help improve support processes, ticket quality, triage, and escalation paths.
Represent the voice of the customer in product discussions.

Were looking for an enthusiastic and highly motivated Technical Support Engineer to identify, diagnose and resolve customers issues. The Technical Support Engineer will be a part of our Professional Services team.

This is an exciting opportunity to work in a challenging, fast-paced environment in a high-performance team. Here we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential.


Job Description
Taking ownership of customer issues reported by customers and prioritizing them based on urgency and importance.
Researching, diagnosing, troubleshooting issues and identifying solutions to resolve system issues.
Coordinating support case resolution with the appropriate internal teams: Sales, Professional Services, Product.
Following standard procedures for proper escalation of critical or unresolved issues.

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.

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 the ultimate technical expertise within our Customer Support Engineering organization, you will own the most challenging escalations across the entire Evinced ecosystem, spanning web and mobile SDKs and diverse product frameworks.

This is a deeply hands-on mission for an engineer who thrives on dissecting unfamiliar code to resolve complex bugs at the source, effectively reducing the defect and feature-request burden on our core Engineering teams.

You will collaborate with a world-class group of support specialists, solution engineers, and TAMs who are united by a genuine passion for disruptive technology and our inclusive global mission.

Your Impact

Own resolution of the most complex, escalated technical issues across our multi-product portfolio, from reproduction to root cause to fix.
Support resolving bugs across different frameworks and languages.
Serve as the Tier-3 escalation point for Tier-2 support engineers and TAMs; own the boundary between Support and Engineering.
Partner closely with Engineering and Product on triage, prioritization and fixes, and drive faster resolution of customer-impacting defects.
Build diagnostics, tooling and knowledge content that scale the team's ability to resolve issues without pulling in engineering.
Mentor Tier-2 engineers and raise the technical bar of the support organization.

At our company, what you do matters. Every day, we protect over 100,000 organizations worldwide from increasingly sophisticated cyber and AI-driven threats, securing their AI transformation.
Our prevention-first approach safeguards hybrid networks, cloud environments, digital workspaces, and AI systems, stopping attacks before they happen.
This is where innovation meets real-world impact. Youll help customers across industries operate with confidence in a rapidly changing digital world, working alongside smart, curious people who take ownership, challenge assumptions, and solve complex problems.
Were proud to be recognized by TIME, Newsweek, and Forbes for excellence and workplace culture.
What really sets our company apart is the opportunity to grow, contribute, and help companies navigate their AI transformation securely.
If youre excited to work at the forefront of AI-driven security on a global scale, this is the place to do it.
Key Responsibilities
We are looking for a Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners.
In this role, you will work with advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience.
You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.
Major Responsibilites
Provide first-line technical support to customers and partners via chat, phone, and email
Assist customers with basic configuration, troubleshooting, and usage of security and networking solutions
Handle support service requests end-to-end, including proper logging, tracking, escalation, and follow-up
Perform initial fault isolation and analysis for networking and security-related issues
Review logs, traffic captures, and system data to help identify root causes of technical problems
Collaborate closely with senior support engineers and internal teams to resolve customer issues effectively
Follow established troubleshooting methodologies, documentation standards, and best practices
Continuously learn and develop technical skills through training, mentoring, and hands-on experience.

We're looking for a Technical Customer Success Manager to own customer relationships and help customers maximize the value of our platform throughout their entire journey - from onboarding and adoption to renewal and expansion.
In this role, you'll combine deep technical expertise with outstanding customer-facing skills, acting as a trusted advisor to both security practitioners and executive stakeholders. You'll work closely with Product, Engineering, Sales, and Support to ensure customers successfully adopt our platform while driving long-term retention and growth.

Responsibilities
Own the end-to-end customer lifecycle, including onboarding, implementation, adoption, renewal, and expansion.
Build trusted relationships with customer stakeholders, from security engineers to executive leadership.
Guide customers in adopting and optimizing Cloud Runtime Security platform.
Lead technical onboarding sessions, product training, and best-practice workshops.
Act as the primary technical advisor for customers, helping them investigate issues, solve technical challenges, and achieve their security goals.
Proactively monitor customer health, identify risks, and drive successful renewals and expansion opportunities.
Collaborate closely with Product, Engineering, and Support to advocate for customer needs and improve the platform.
Manage technical escalations and coordinate internal resources to ensure timely resolution.
Develop Success Plans with customers, define measurable goals, and track progress over time.

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.