Support Engineer

A well-established global Cybersecurity leader specializes in AI-powered data analysis and threat intelligence to combat sophisticated phishing attacks.

Founded over a decade ago, the company provides an automated detection and response platform that neutralizes email-borne threats in seconds for global enterprises. With a significant R&D and operations hub in Israel, the company combines long-term stability with cutting-edge AI innovation.

The company is located in Central Israel (prime high-tech district with direct train access) and operates a hybrid work model with two days remote flexibility.

Role Overview:

• Technical Escalation Leadership: Serving as the sole senior technical authority in Israel within a global support organization, reporting directly to the Group Director.
• Tier 3/4 Expertise: Handling the most complex technical escalations, acting as the bridge between Customer Success (CSS) and the R&D/Product teams.
• Platform Mastery: Developing and maintaining deep technical expertise in a cloud-native email security platform, ensuring rapid resolution of critical customer issues.
• Systems & Protocols: Diagnosing and troubleshooting multi-layered issues involving SMTP, Office 365 (O365), Google Workspace (GWS), and core email protocols.
• Global Collaboration: Managing technical investigations in high-pressure environments, requiring fluent professional communication in English.
• Environment Management: Debugging and optimizing solutions across Windows and Linux infrastructures.

Requirements:

• 3+ years of experience as a Technical Support Engineer (Tier 3/4), Escalation Manager, or Escalation Engineer – Mandatory.
• Deep Networking Knowledge: Strong understanding of connectivity, traffic flow, and security protocols – Mandatory.
• OS Proficiency: Hands-on experience with Windows or Linux (preference for Windows-centric environments) – Mandatory.
• Email Infrastructure Expertise: Proven experience with SMTP, O365, or Google Workspace administration and troubleshooting.
• Fluent English: Ability to lead technical discussions and document complex cases for a global audience – Mandatory.
• Strong "Owner" mindset: Ability to work independently as a local focal point while remaining synchronized with global teams.