Senior Technical Support

Description Join Noma Security and help shape the future of AI security in a fast-paced, high-impact environment. Noma is building the first comprehensive AI Security and Governance Platform, helping organizations adopt AI and LLMs with confidence and control. As AI becomes core to modern enterprises, we provide seamless visibility and protection across the entire AI lifecycle. Our team works at the intersection of AI, security, and cloud, shaping a new category in a rapidly evolving market. At Noma, you’ll have the opportunity to make a meaningful impact while working with exceptional people on technology that truly matters. We're looking for a Senior Technical Support Engineer (Tier 2–3) to join our growing Technical Support team and play a key role in shaping and scaling our support operations. As part of a small, growing team, you'll have the opportunity to take ownership of complex technical challenges while helping build and improve the infrastructure, processes, tools, and best practices that will support our next stage of growth. This is a hands-on, high-impact role that combines deep technical troubleshooting with the opportunity to influence how technical support operates at Noma. You'll work directly with enterprise customers and collaborate closely with Engineering, Security Research, Product, and Customer Success to ensure customers successfully deploy, operate, and trust Noma's AI security platform. 🛠️ What You'll Do • Play a key role in building, improving, and scaling Noma's Tier 2–3 technical support capabilities. • Help establish and optimize support processes, troubleshooting workflows, escalation procedures, and best practices. • Develop internal tools, automation, knowledge bases, and troubleshooting playbooks to improve support efficiency and scalability. • Take ownership of complex technical escalations, investigating and resolving issues related to AI security monitoring, cloud environments, APIs, integrations, and platform performance. • Perform deep troubleshooting and root cause analysis across distributed systems. • Collaborate closely with Engineering and Security teams to investigate bugs, validate fixes, and improve platform reliability. • Work directly with enterprise customers, security engineers, DevOps teams, and platform owners to resolve technical challenges. • Support platform deployments, configurations, and integrations within complex customer environments. • Guide customers through technical incidents, investigations, and remediation processes. • Identify recurring issues, analyze support trends, and proactively recommend improvements to product stability, usability, and observability. • Contribute to building a scalable, efficient, and customer-focused support organization as Noma continues to grow. ✅ What You Bring • 5+ years of experience in Technical Support, Support Engineering, or Production Engineering roles. • Strong cybersecurity background (must) – experience with security platforms, SOC environments, or security tooling. • Proven experience in Tier 2 / Tier 3 technical support, handling complex technical escalations. • Strong troubleshooting skills across cloud environments (AWS/GCP/Azure), APIs, networking, and distributed systems. • Ability to analyze logs, telemetry, and system behavior to identify root causes. • Experience working directly with enterprise customers and technical stakeholders. • A proactive, hands-on approach with the ability to take ownership and drive issues through resolution. • Strong communication skills and the ability to explain complex technical issues clearly. • A builder mindset – someone who enjoys improving processes, creating structure, and making things work better. • Strong problem-solving skills, curiosity, and the ability to thrive in a fast-paced, evolving environment. 🎯 Nice to Haves • Experience supporting cybersecurity or AI/ML platforms. • Familiarity with LLM applications, AI pipelines, or model governance. • Experience with SIEM, cloud security tools, or threat detection platforms. • Experience working in early-stage startups or helping scale technical support operations. • Experience building support processes, automation, or internal tooling. • Familiarity with Python, scripting, or debugging APIs. 💙 Perks & Benefits • Located in a prime area with easy access to public transportation, near the Hashalom train station and the Light Rail. • A bright, spacious, dog-friendly office that makes you smile the moment you walk in 🐶 • Team bonding activities, company retreats, happy hours, and holiday gifts. • Pilates classes at the office 💪🧘‍♀️ • Never hungry: Monthly lunch budget, dinners provided, and a fully stocked kitchen 🍽️ • A warm, supportive, and people-first company culture. • Pension & Keren Hishtalmut (advanced training fund). • A global work environment with teams across Tel Aviv, the US, the Netherlands, and London. • Options that let you share in Noma's growth and success.