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Customer Technical Support
2 weeks ago
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 be responsible for providing strategic and hands-on technical guidance to customers throughout their journey with Paragon, from the initial onboarding phase to full operationalization.
Your role will require a combination of technical expertise and excellent customer facing skills to effectively address both the business and technical challenges faced by our customers. Acting as a liaison, you will bridge the gap between customers and Paragon's internal teams, ensuring seamless collaboration between Product Management, Sales, Engineering, and Support to deliver a unified and satisfying customer experience.
Responsibilities
- Own customer technical journey from onboarding to utilization and ongoing success and growth
- Act as the primary technical contact for assigned accounts, ensuring their systems are operating smoothly and their technical needs are fully met
- Build strong, collaborative relationships with customers and internal teams to drive mutual success
- Empower customers to maximize the value of their Paragon systems by removing blockers, identifying opportunities, and leveraging product capabilities
- Manage and resolve technical issues efficiently, delivering timely and proactive solutions to ensure optimal system performance
- Collaborate closely with Account Managers, Engineering, Product, and Operation teams
- Share best practices around Paragon implementation and usage
- Identify upsell and cross-sell opportunities within existing accounts
- Provide input into account health assessment on technical progress
Requirements
- At least 3 years in technical customer service or similar roles [preferred in post-sale support]
- Proficiency in Linux - Must
- Ability to manage multiple priorities and thrive under pressure
- Solid technical knowledge in Kubernetes, kibana, and Networks
- Strong ability to translate complex technical concepts into broader business context
- Proven experience managing cross-functional technical projects
- Excellent communication skills in English both verbal and written
- Ability to travel abroad up to 25%
