Customer Technical Support

Description

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 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. Acting as a liaison, 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 journey from onboarding to utilization and ongoing success and growth
• Act as the primary technical contact for assigned accounts, ensuring their systems are operating smoothly and their technical needs are fully met
• Build strong, collaborative relationships with customers and internal teams to drive mutual success
• Empower customers to maximize the value of their Paragon systems by removing blockers, identifying opportunities, and leveraging product capabilities
• Manage and resolve technical issues efficiently, delivering timely and proactive solutions to ensure optimal system performance
• Collaborate closely with Account Managers, Engineering, Product, and Operation teams
• Share best practices around Paragon implementation and usage
• Identify upsell and cross-sell opportunities within existing accounts
• Provide input into account health assessment on technical progress
  
  

• At least 3 years in technical customer service or similar roles [preferred in post-sale support]
• Proficiency in Linux - Must
• Ability to manage multiple priorities and thrive under pressure
• Solid technical knowledge in Kubernetes, kibana, and Networks
• Strong ability to translate complex technical concepts into broader business context
• Proven experience managing cross-functional technical projects
• Excellent communication skills in English both verbal and written
• Ability to travel abroad up to 25%