Technical Support Lead

We are seeking a highly skilled and motivated Technical Support Lead to join our team. This role is key in establishing and managing Tier-2 support operations for our growing customer base. The ideal candidate will work closely with our R&D and product teams for support escalations. develop processes, tools, and practices, and lay the groundwork for future growth of the Tech Support team.

Responsibilities:

● Collaborate closely with the Customer Success team to resolve escalated technical issues and provide expert guidance.

● Investigate and diagnose system behavior by analyzing logs, metrics, and performance data. Write and maintain internal scripts, documents and utilities for quick workarounds and tool enhancements.

● Develop and implement integrations between our platform and SIEM/SOAR solutions.

Requirements:

● Strong verbal and written communication skills in English; capable of translating complex technical details into clear, understandable language for both technical and non-technical audiences.

● 3 years of experience as a support.

● Proven ability to troubleshoot complex technical issues, identify root causes, and implement practical solutions.

● Scripting writing skills in scripting languages (e.g., JavaScript, Python) and the ability to write quick internal scripts to address ad hoc needs.

● Familiarity with integration concepts, APIs, and data exchange formats (e.g., JSON, XML).

● Experience with SIEM, SOAR, or related security technologies is a plus.