Senior Technical Support

Description Join Noma Security and help shape the future of AI security in a fast-paced, high-impact environment. Noma is building the first comprehensive AI Security and Governance Platform, helping organizations adopt AI and LLMs with confidence and control. As AI becomes core to modern enterprises, we provide seamless visibility and protection across the entire AI lifecycle. Our team works at the intersection of AI, security, and cloud, shaping a new category in a rapidly evolving market. At Noma, you’ll have the opportunity to make a meaningful impact while working with exceptional people on technology that truly matters. We’re looking for a Senior Technical Support Engineer (Tier 2–3) to establish and lead our technical support capability from the ground up. This is a founding role within the support organization, where you will define how support operates at Noma - from incident handling and troubleshooting workflows to internal tooling, knowledge base creation, and escalation processes. You will work directly with enterprise customers, security teams, and internal engineering, solving complex technical issues related to AI systems, cloud environments, integrations, and cybersecurity controls. This role requires strong investigative skills, deep technical understanding, and the ability to translate complex problems into actionable solutions. This is a high-impact, highly technical role where you will partner closely with Engineering, Security Research, Product, and Customer Success to ensure customers successfully deploy, operate, and trust Noma’s AI security platform. 🛠️ What You’ll Do Build the Technical Support Function Establish the Tier 2–3 support foundation at Noma, including processes, workflows, and best practices. Design escalation paths between Support, Engineering, and Security teams. Create internal knowledge bases, troubleshooting playbooks, and support documentation Serve as the primary escalation point for advanced technical issues. Investigate and resolve issues related to AI security monitoring, cloud environments, APIs, integrations, and platform performance. Perform deep troubleshooting and root cause analysis across distributed systems. Work closely with engineering to identify bugs, validate fixes, and improve system reliability. Work directly with security engineers, DevOps teams, and platform owners at customer organizations. Assist with platform deployment, configuration, and integration within complex environments. Guide customers through security incidents, investigations, and remediation steps. Provide feedback that improves platform stability, usability, and observability. Contribute to onboarding and documentation that enables the future scaling of the support team. ✅ What You Bring 5+ years of experience in Technical Support, Support Engineering, or Production Engineering roles. Strong cybersecurity background (must) -experience with security platforms, SOC environments, or security tooling. Experience in Tier 2 / Tier 3 technical support handling complex technical escalations. Strong troubleshooting skills across cloud environments (AWS/GCP/Azure), APIs, networking, and distributed systems. Ability to analyze logs, telemetry, and system behavior to identify root causes. Experience working directly with enterprise customers and technical stakeholders. Strong communication skills and ability to explain complex technical issues clearly. A strong sense of ownership, curiosity, and problem-solving mindset. 🎯 Nice to Haves Experience supporting cybersecurity or AI/ML platforms. Familiarity with LLM applications, AI pipelines, or model governance. Experience with SIEM, cloud security tools, or threat detection platforms. Experience working in early-stage startups or building support processes from scratch. Familiarity with Python, scripting, or debugging APIs. 💙 Perks & Benefits Located in a prime area with easy access to public transportation, near the Hashalom train station and the Light Rail. A bright, spacious, dog-friendly office that makes you smile the moment you walk in 🐶 Team bonding activities, company retreats, happy hours, and holiday gifts Pilates classes at the office 💪🧘‍♀️ Never hungry: Monthly lunch budget, dinners provided, and a fully stocked kitchen 🍽️ A warm, supportive, and people-first company culture Pension & Keren Hishtalmut (advanced training fund) A global work environment with teams across Tel Aviv, the US, the Netherlands, and London Options that let you share in Noma’s growth and success