# Technical Support Engineer [Securingsam](https://gurify.com/jobs?q=Securingsam) · Tel Aviv-Yafo, Israel · Posted 6 weeks ago [IT Support](https://gurify.com/jobs/support) [Apply on the original posting → (opens in a new tab)](https://www.comeet.com/jobs/securingsam/D4.000/technical-support-engineer/00.C59) ## Job description ### About the Role: Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions. This role is more than just troubleshooting—it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment. ### What You'll Do: ### Customer Support & Troubleshooting: - Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues. - Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations. - Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience. ### Escalation & Incident Management: - Manage escalations, coordinating with engineering and product teams to address critical issues. - Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups. - Identify opportunities to prevent future issues through proactive monitoring and problem analysis. ### Process Improvement & Automation: - Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction. - Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows. ### Collaboration & Knowledge Sharing: - Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs. - Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences. - Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement. ### Requirements ### Technical Expertise: - 5+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking. - Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing). - Hands-on experience with troubleshooting network protocols, configurations, and deployments. - Knowledge of programming languages like Python, Java, or Shell scripting is an advantage. ### Problem-Solving & Communication: - Exceptional analytical skills to identify root causes and develop effective solutions for complex technical challenges. - Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences. ### Customer Focus: - Proven ability to build strong relationships with customers, providing them with a high level of service and support. - A proactive mindset, with a commitment to ensuring customer satisfaction and long-term success. **Live in Securingsam’s hiring system.** Read from the company's own applicant tracking system, not reposted from a job board — so it's a real, open requisition rather than an ad that outlived the role. 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