Paragon is a fast-growing cyber intelligence company that is rapidly establishing itself as a key player in the industry. We are a young, innovative company with a cutting-edge product, based in Tel Aviv.
As a Customer Technical Support, you will provide technical support to customers, manage escalations, and ensure timely resolution of issues. You will work closely with the TAMs, the NOC, and other internal support functions to deliver a unified and seamless customer experience. This role requires strong technical troubleshooting skills, excellent communication, and the ability to operate effectively in a dynamic, fast-paced environment.
עיקרי התפקיד
Own customer cases end-to-end, from escalation to full resolution
Investigate, troubleshoot, and resolve technical issues across Paragon’s platform
Apply structured problem-solving processes using internal documentation and tools
Ensure timely and accurate communication with customers throughout the case lifecycle
Maintain complete and clear documentation in the CRM system
Escalate complex issues to upper-tier support or engineering when needed
Partner closely with TAMs to ensure unified communication and coordinated customer support
Participate in internal discussions, handovers, and reviews to improve case handling and processes
דרישות
3+ years of experience in technical support, customer support engineering, or similar roles
Experience working with CRM/case-management systems
Strong proficiency in Linux
Solid understanding of networking and modern infrastructure environments (e.g., containers, monitoring tools)
Strong analytical and troubleshooting skills
Excellent communication skills in English, both written and verbal
Ability to manage multiple issues simultaneously in a dynamic environment
Experience in cybersecurity, intelligence, or enterprise software