ProdOps

Paragon is a fast-grow 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.

We are looking for a Product Operations team member to join our Operation Department.

As part of the role, you will be a vital member of our customer support team, specializing in providing advanced technical assistance and solutions to our valued customers through the Account Managers team. Your expertise will play a crucial role in ensuring seamless customer experiences and driving customer satisfaction to new heights.

Responsibilities:

• Collaborate with NOC (Network Operations Center) and TAM (Technical Account Manager) support teams as the highest tier of customer support to resolve complex technical issues, offering guidance and solutions that exceed customer expectations
• Investigate and troubleshoot intricate technical problems by analyzing logs, diagnostics, and user-reported information, employing your deep technical knowledge to diagnose and resolve issues effectively
• Create and maintain detailed documentation, including knowledge base articles and troubleshooting guides, to enhance overall support efficiency
• Serve as a bridge between customers and our product development teams conveying feedback, identifying trends in issues, and offering insights to continuously improve our products and services
• Consult with product managers for Product Requirements Document (PRD) approvals and feature acceptances, leveraging your technical insights to ensure alignment between customer needs and product development
• Receive releases from the R&D team, validate them rigorously, and approve them for production deployment, ensuring new updates meet quality standards before reaching customers
• Conduct in-depth root cause analysis of critical incidents, identifying systemic issues and recommending preventive measures to eliminate recurring problems

Requirements:

• Proven experience in a technical customer support role showcasing a track record of effectively resolving complex issues and delivering exceptional customer experiences
• Extensive technical knowledge in Linux/Unix, Networking & Security, Docker/Kubernetes, SQL, demonstrating a solid understanding of fundamental principles, system architecture, and troubleshooting methodologies
• Outstanding problem-solving skills, with the ability to dissect intricate problems, analyze data, and formulate innovative solutions under pressure
• Strong communication skills, both written and verbal, to articulate technical concepts clearly and concisely to non-technical customers and internal teams
• Detail-oriented mindset and strong organizational skills, enabling you to manage multiple tasks, prioritize effectively and maintain meticulous documentation

Advantages:

• Experience working with Atlassian products, enhancing your familiarity with industry-standard collaboration and project management tools
• Proficiency in scripting languages, enabling you to automate tasks and streamline processes
• Knowledge of Continuous Integration (CI) practices, contributing to efficient code integration and delivery pipelines
• Ability to collaborate effectively in cross-functional teams, promoting a holistic approach to problem-solving
• Aptitude for quickly learning new technologies, adapting to evolving customer needs and remaining up to date with the latest technological advancements