Customer Support Specialist

About Ocean

Ocean is an email security company. Our research & detection team is the analytical core behind the product: we build AI systems that catch the attacks that slip past everyone else - phishing, social engineering, BEC, impersonation, AiTM/credential phishing, and AI-generated campaigns - and we back our customers' security teams with deep investigation and research.

About The Role

As a Customer Support Specialist, you will be the first point of contact for our customers' security teams. You'll own tickets end to end, investigate Ocean's verdicts, and work side by side with our research, detection, and engineering teams to resolve issues and improve the product.

This is a founding role on a new team. There's a lot to build, and you'll help create Ocean's support engine from scratch, including the AI tools and processes behind it.

This role is for a technical, curious problem-solver who enjoys digging into email threats, explaining complex findings in plain language, and using data and AI to make the team faster.

You'll work with US enterprise customers from our Tel Aviv office, with direct access to the people building the product.

Responsibilities:

• Own customer tickets end to end across Pylon, Slack, Teams, and email, from triage to resolution, within SLA
• Investigate verdicts on reported and quarantined emails (headers, SPF/DKIM/DMARC, sender infrastructure, and AI traces) and explain them to customers in plain language
• Turn customer tickets and requests into clear product requests and work with research, detection, and R&D teams through to resolution
• Support onboarding, run regular check-ins, monitor account health, and help prepare QBRs
• Analyze support data (ticket trends, recurring requests, feedback) and drive action with Product, R&D, and Customer Success
• Maintain help-center articles, macros, runbooks, and Support workflows
• Build AI workflows and automations that cut repetitive work
  
  

• 2–4 years in technical support, support engineering, or data analysis at a B2B SaaS company
• Hands-on experience with cybersecurity detection tools (email security, EDR, SIEM, or SOC)
• Native-level English, written and spoken
• Hands-on experience building with AI: workflows, automations, or agents - must
• Curiosity and the drive to dig into a problem until you can explain it simply
• End-to-end ownership in a fast-moving startup environment
  
  

• Experience with AI detection engines (AI agents, LLMs)
• Data analytics skills, including SQL
• Knowledge of email fundamentals: SPF, DKIM, DMARC, headers, and mail flow
• Admin experience with Microsoft 365 or Google Workspace
• Experience with Pylon, Zendesk, or a similar support platform, and Jira
• Familiarity with phishing, BEC, and vendor email compromise