Technical Support Lead at Nagomi Security

Tel-Aviv, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

29 Aug, 26

Salary

0.0

Posted On

31 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, API Troubleshooting, SaaS Environments, Zendesk, Process Scaling, Incident Management, Technical Documentation, Cybersecurity, Problem Solving, Customer Communication, Bug Reporting, SLA Management

Industry

Computer and Network Security

Description

Security teams are not short on tools. They are short on time, alignment, and the ability to actually close exposure. That’s why most breaches could have been prevented with a tool that was already in use. Nagomi was built to change that. We are the first Agentic Exposure Ops Platform, designed to prevent the preventable breach by turning fragmented signals into coordinated action. Our agents investigate risk, drive remediation, and verify that issues stay closed, continuously, without adding overhead. This is not another dashboard. It is a new way for security to operate. We're looking for a Technical Support Lead to join our team and continue to build the support function, processes and systems. You’ll be helping to define Nagomi’s support processes, own technical issue resolution, and interface directly with customers, Product, and Engineering. This is a unique opportunity for someone with strong technical abilities and ideally prior experience scaling or leading support to make a meaningful impact. Responsibilities: Serve as the first point of contact for technical support issues - from initial investigation through resolution. Actively monitor and respond to customer inquiries through Zendesk, ensuring timely communication and effective resolutions. Partner with Customer Success to build and establish the support processes, workflows, and SLAs to effectively scale Nagomi’s support function. Help define and champion support best practices, including escalation procedures, response standards, and incident management. Write and maintain internal and customer-facing knowledge base articles and troubleshooting guides. Collaborate with the Product team to ensure accurate, effective, and comprehensive documentation; proactively identify areas of improvement. Work directly with Engineering, Customer Success, and Product teams to troubleshoot, reproduce, and resolve technical issues, providing clear, detailed bug reports and feature improvement recommendations. Help define the long-term vision for support, including potential future team growth. Reports to: VP of Customer Experience Requirements Strong technical background – ability to understand and troubleshoot technical systems, APIs, and SaaS environments. Previous experience as a Team Lead or Senior Support Engineer in a hands-on capacity. Proven track record in building or scaling support processes and infrastructure from the ground up. Excellent problem-solving skills and ability to think proactively. Fluent in English with strong written and verbal communication skills, able to clearly and empathetically communicate technical solutions to diverse audiences. Self-motivated, adaptable, and comfortable working independently in a fast-paced, early-stage startup environment. Experience in writing customer-facing documentation and help center content. Experience or familiarity in cybersecurity disciplines. Specific discipline is flexible, as exposure to multiple areas will grow over time. It’s nice if you have null

Responsibilities

The Technical Support Lead will establish support processes, workflows, and SLAs while serving as the primary point of contact for technical issue resolution. They will collaborate with Product and Engineering teams to resolve bugs and maintain comprehensive internal and customer-facing documentation.