Technical Support Manager

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 Technical Support Manager (TSM), you will be responsible for providing strategic and hands-on technical guidance to customers throughout their journey with Paragon, from the initial onboarding phase to full operationalization. Your role will require a combination of technical expertise and excellent customer facing skills to effectively address both the business and technical challenges faced by our customers. You will bridge the gap between customers and Paragon's internal teams, ensuring seamless collaboration between Product Management, Sales, Engineering, and Support to deliver a unified and satisfying customer experience

Responsibilities

• Own customer technical issues end-to-end, using your expertise to diagnose, troubleshoot, and resolve problems quickly. Serve as the primary point of contact for technical concerns, ensuring timely resolutions and proactive solutions to optimize performance and address potential risks, ensuring a high level of customer satisfaction and retention.
• Take full ownership of customer accounts and systems, ensuring that all aspects of their technical needs are addressed and managed effectively.
• Demonstrate strong management and organizational skills to oversee customer projects, coordinate with internal teams, and ensure timely delivery of services
• Work collaboratively with both customers and internal teams to foster a productive working relationship and achieve common goals
• Utilize strong interpersonal skills to build and maintain positive relationships with customers, understanding their needs and providing tailored solutions
• Employ excellent communication skills to convey complex technical concepts in a clear and understandable manner to both technical and non- technical stakeholders
• Be flexible and adaptable to thrive in a high-paced and dynamic work environment, responding quickly to changing customer needs and market demands.

Requirement:

• At least 3 years of relevant experience in a technical support management role or a similar field
• Proficiency in Linux - Must
• Background in networking - An advantage
• Fluency in English
• At least one year of experience with Docker/completed a three-month course in Docker, demonstrating a basic understanding of containerization technology.
• Familiarity with MongoDB - An advantage
• Familiarity with Github - An advantage
• Non-Standard Work Hours: The role requires flexibility with work hours, including the willingness to work during non-standard hours to support customers in different time zones.
• Ability to travel abroad up to 25%