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.
3-5 years of experience in technical support, customer support engineering, or a similar customer-facing role supporting cybersecurity products (e.g., AppSec, EDR, SIEM, vulnerability management, or pentest tooling).
Hands-on technical depth: comfortable with networking fundamentals, Linux, cloud environments (AWS/GCP/Azure), reading logs, and working with APIs and integrations; scripting ability (Python or Bash) is a strong plus.
Solid grounding in application security concepts and vulnerability triage – able to understand a finding well enough to explain it, not just route it.
Pen test background – is a strong plus.
Strong written and verbal English communication skills; confident running live technical calls with customer engineering and security teams.
Based in Israel and available to work shifted hours (afternoon into evening, Israel time) to provide real-time overlap with North American customers.
Comfortable working in a fast-paced startup environment with a high degree of ownership and ambiguity.
