[Hiring] Technical Support Engineer @Newxel

Role Description

The core of this role is solving complex, highly technical customer issues for a rapidly growing cybersecurity platform. You won’t just be passing tickets; you will independently investigate root causes, reproduce complex REST API issues, and analyze system logs. As one of two new hires expanding a tight-knit global support team of two into four, you will play a critical role in establishing robust US coverage and reducing the operational load on team leadership.

What You’ll Be Doing

• Investigate and resolve complex technical issues, identifying root causes independently using logs, error messages, and monitoring tools.
• Reproduce customer API issues using Postman, analyzing API logs and translating errors into actionable engineering tasks.
• Investigate basic-to-advanced networking and security issues, including DNS/reverse DNS routing, IP/domain verification, TLS configurations, and WAF detection.
• Proactively leverage AI tools (Claude, Gemini, Copilot, etc.) to accelerate technical investigations, log analysis, and daily workflows.
• Communicate effectively and professionally with enterprise customers, translating complex technical findings into clear English.
• Cover US Eastern Time business hours, with a willingness to jump in on rare, critical P1 incidents outside of normal hours to meet SLAs.

Qualifications

• 4+ years of technical support experience in a B2B SaaS company.
• Hands-on experience troubleshooting REST APIs (using Postman, reading API logs, and understanding error messages).
• Solid foundational networking knowledge, specifically regarding DNS, reverse DNS, and IP/domain ownership verification.
• Strong proficiency in reading and analyzing system logs to investigate technical issues.
• Exceptional written and spoken English, capable of managing enterprise-level customer communications.
• Comfort and willingness to actively use AI tools in your daily troubleshooting workflows.
• Availability to start within a relatively short timeframe.

Requirements

• Previous experience in a cybersecurity company or an Israeli startup environment.
• Hands-on experience manually validating security findings using tools like Nmap, or investigating WAF and TLS issues.
• Database querying experience (SQL/NoSQL) to extract and cross-reference data during investigations.
• Experience with cloud platforms (specifically GCP) and monitoring tools (like Grafana).
• Advanced AI automation skills, such as building custom AI agents, automations, or using Claude Code.
• Experience supporting large enterprise customers and operating within a globally distributed support team.

Benefits

• High Autonomy: You are trusted to investigate and solve complex technical cases and potential product bugs independently, without needing constant guidance.
• Modern Workflow: We don't just tolerate AI—we expect and encourage you to build it into your daily technical investigations to make your life easier and your work faster.
• Direct Impact: You are coming in at a pivotal moment to double the size of the core support team, significantly shaping how enterprise issues are handled and escalated.