Product Support Engineer

Description

Paragon is a fast-growing cyber intelligence company making waves in the industry with its cutting-edge solutions.

Based in Tel Aviv, we are a young and innovative team driving technological advancements and transforming the way intelligence is delivered.

As a ProdOps engineer you'll play a vital role in ensuring high-quality support and contributing to business success by connecting with multiple stakeholders across Paragon.

You'll be an essential pivotal engineer within a high focus team across the company, leading at least one area of expertise and the highest level of technical escalation and management, owing it end to end.

Responsibilities

• Complex technical case investigations using logs, diagnostics and user-reported data
• Consultations and mentoring to lower level of support (NOC, Support & TAM)
• Bug reporting, tracking & prioritizing
• Create and maintain detailed documentation, including knowledge base articles and troubleshooting guides
• Act as a bridge between customers and product development teams, conveying feedback and identifying trends
• Ad-hoc activities and projects with our Product and R&D teams
• Consult with product managers on Product Requirements Document (PRD) approvals and feature acceptance
• Validate and approve releases from the R&D team for production deployment
  
  

• Proven experience in a technical customer support role with a strong track record of resolving complex issues
• Advanced technical orientation and familiarity with architectural design and flows
• Extensive technical expertise in Linux/Unix, Networking & Security, Docker/Kubernetes, and SQL
• Outstanding problem-solving skills
• Strong written and verbal communication skills
• Detail-oriented with excellent organizational abilities
• Project management capabilities - activities tracking, incidents management & insight reporting
  
  

• Experience with Atlassian products
• Proficiency in scripting languages
• Knowledge of Continuous Integration (CI) practices
• Strong aptitude for collaboration in cross-functional teams
• Quick learning ability for new technologies