Offer summary

Qualifications:

Proven experience in technical customer support resolving complex issues., Extensive technical knowledge in Linux/Unix, Networking & Security, Docker/Kubernetes, and SQL., Strong problem-solving and communication skills., Ability to work collaboratively and adapt quickly to new technologies..

Key responsibilities:

Collaborate with support teams to resolve technical issues.

Investigate and troubleshoot complex problems using logs and diagnostics.

Create and maintain technical documentation and troubleshooting guides.

Act as a liaison between customers and product development, providing feedback and validating releases.

Job description

Description

Paragon is a fast-growing cyber intelligence company making waves in the industry with its cutting-edge solutions.

Based in Tel Aviv, we are a young and innovative team driving technological advancements and transforming the way intelligence is delivered.

We are seeking a talented Product Operations Team Member to join our Operations Department. In this role, you will play a crucial part in our customer support efforts, delivering advanced technical solutions and ensuring exceptional customer experiences. Your expertise will directly contribute to customer satisfaction and operational excellence.

Responsibilities

Collaborate with the Network Operations Center (NOC) and Technical Account Manager (TAM) support teams to resolve complex technical issues.
Investigate and troubleshoot intricate technical problems using logs, diagnostics, and user-reported data.
Create and maintain detailed documentation, including knowledge base articles and troubleshooting guides.
Act as a bridge between customers and product development teams, conveying feedback and identifying trends.
Consult with product managers on Product Requirements Document (PRD) approvals and feature acceptance
Validate and approve releases from the R&D team for production deployment.
Conduct in-depth root cause analysis of critical incidents, identifying systemic issues and recommending preventive measures.

Requirements

Proven experience in a technical customer support role with a strong track record of resolving complex issues.
Extensive technical expertise in Linux/Unix, Networking & Security, Docker/Kubernetes, and SQL
Outstanding problem-solving skills
Strong written and verbal communication skills
Detail-oriented with excellent organizational abilities

Advantages