Technical Customer Support Team Lead (Tier 1)

Description

Paragon is a fast-growing cyber intelligence company that is rapidly establishing itself as a key player in the industry. Based in Tel Aviv, we are a young, innovative company with a cutting-edge product.

We are looking for a Technical Customer Support (TCS) Tier 1 Team Lead to manage our highly skilled team. The individual will be a key part in providing technical support for advanced, industry-leading Paragon products.

Responsibilities

• Establishing an independent team and developing workflows within and with other departments.
• Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at a high standard.
• Collaborate closely with support management teams and R&D.
• Guide the team to prioritize and perform operations when needed to resolve incidents as soon as possible.
• Monitor clients’ systems by using the most advanced technology in the industry.
• Provide first response support for all company customers.
• Work closely with Technical Operations teams to solve complex incidents.

Requirements

• 2+ years of proven experience in managing NOC / TCS Tier 1 / TCS Tier 2
• 2+ years of experience with technical customer support
• Experience with Linux/Unix, Kubernetes
• Fluency in English (reading, writing, speaking)
• Great communication and soft skills
• Experience working with one of the following: Jira/ticket system, CRM system, On prem solution - An advantage