Technical Support Lead
On-siteTel Aviv, Tel Aviv, Israel
Job Summary
Build the support function from scratch, defining processes, workflows, escalation paths, SLAs, and internal playbooks. Lead day-to-day support operations for global enterprise customers, owning prioritization, escalations, and communication while hiring and growing a team of Support Engineers. Design an AI-first support model leveraging tooling for log analysis and knowledge retrieval, and maintain a living knowledge base to enable rapid ramping. Partner with Product and Engineering to surface recurring issues, drive root cause fixes, and close the loop between customer feedback and product improvement. Report to the VP Product Growth, working on-site in Tel Aviv to ensure issues are resolved fast with minimal engineering drag.
Required Qualifications
- 6+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role
- at least 2 years in a lead or senior individual contributor capacity
- Proven experience building or significantly improving support processes in a fast-moving startup or scale-up environment
- Experience working with enterprise customers, ideally global or Fortune 500
- Strong technical foundation, comfortable reading logs, understanding system behavior, and working closely with engineering teams on complex investigations
- Excellent written and verbal English communication skills, able to write clearly for both technical and executive audiences
- High ownership mentality, sharp prioritization instincts, and composure under pressure
- Based in Tel Aviv and excited to work closely with teams on-site
Desired Qualifications
- Hands-on experience with AI tools (Copilot, Claude, Cursor, or similar) and a genuine interest in using them to scale team capabilities
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