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 provide technical support to customers, manage escalations, and ensure timely resolution of issues. You will work closely with the TAMs, the NOC, and other internal support functions to deliver a unified and seamless customer experience. This role requires strong technical troubleshooting skills, excellent communication, and the ability to operate effectively in a dynamic, fast-paced environment.

Responsibilities

• Own customer cases end-to-end, from escalation to full resolution

• Investigate, troubleshoot, and resolve technical issues across Paragon’s platform

• Apply structured problem-solving processes using internal documentation and tools

• Ensure timely and accurate communication with customers throughout the case lifecycle

• Maintain complete and clear documentation in the CRM system

• Escalate complex issues to upper-tier support or engineering when needed

• Partner closely with TAMs to ensure unified communication and coordinated customer support

• Participate in internal discussions, handovers, and reviews to improve case handling and processes

• Contribute insights from recurring issues to help improve product stability and customer experience

• Operate effectively within a global team and collaborate with peers across time zones

• Maintain smooth handovers between regions as part of a follow-the-sun support structure

• Contribute to internal documentation, knowledge base articles, and best practices

• Support continuous improvements of tools, workflows, and support processes

• Work from Monday to Friday

• Evening shifts once or twice a week

Requirements

• 3+ years of experience in technical support, customer support engineering, or similar roles

• Experience working with CRM/case-management systems

• Strong proficiency in Linux

• Solid understanding of networking and modern infrastructure environments (e.g., containers, monitoring tools)

• Strong analytical and troubleshooting skills

• Excellent communication skills in English, both written and verbal

• Ability to manage multiple issues simultaneously in a dynamic environment

• Experience in cybersecurity, intelligence, or enterprise software

• Familiarity with Kubernetes, cloud environments, or scripting

• Experience in global or multi-region support operations