Technical Support Manager

2 weeks ago

Tel Aviv, Tel Aviv, Israel Paragon Full time ₪120,000 - ₪180,000 per year

Paragon is a fast-growing cybersecurity startup, revolutionizing the industry with a groundbreaking product.

We're looking for a passionate, experienced, and technically savvy Technical Support Manager to manage our Technical Support team. If you're excited about solving complex challenges, collaborating with cutting-edge clients, and leading a high-performance team—this role is for you In this position, you'll lead a highly technical team that works closely with defense-related and security-focused clients. Your role will combine hands-on technical problem-solving, strategic planning, and fostering client relationships to ensure that customers succeed and are satisfied.

Responsibilities:

  • Hire, lead, coach, and develop the technical support team, building a culture of excellence and accountability.
  • Handle complex technical issues, including system troubleshooting and advanced problem-solving.
  • Act as a technical escalation point, ensuring critical incidents are handled effectively and promptly.
  • Collaborate closely with NOC, Technical Account Managers, R&D, and Infrastructure teams to ensure system stability and customer satisfaction.
  • Maintain a deep understanding of client systems, ensuring seamless integration and long-term stability.
  • Provide hands-on technical guidance and assist in resolving real-time issues in operational environments.

Requirements:

  • 3+ years of proven experience managing technical support teams.
  • 5+ years of hands-on experience in a technical support or Tier 3/4 role.
  • Advanced experience with Linux/Unix systems.
  • Proficiency with Docker/Kubernetes.
  • Working knowledge of SQL/NoSQL databases and basic query writing.
  • Strong understanding of networking concepts, including firewalls and network protocols.
  • Exceptional troubleshooting and multitasking abilities.
  • Strong interpersonal and communication skills, with fluency in spoken and written English.

Nice to Have:

  • Programming experience in Python or Ansible.
  • Experience with Bash scripting.
  • Familiarity with ticketing and CRM systems (e.g., Zendesk, Jira).
  • B.Sc. in Computer Science, Engineering, or equivalent technological experience.

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