{"id":186916,"url":"https://alion.io/job/guardz-technical-support-engineer","title":"Technical Support Engineer","company":{"id":49232,"name":"Guardz","domain":"guardz.com","url":"https://alion.io/company/guardz","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tel Aviv, Israel"],"countries":["IL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"GitHub","optional":false},{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"Linear","optional":false},{"name":"SentinelOne","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2025-01-12T11:00:23Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-17T22:04:57Z","board_verified":true,"closed_at":null,"days_open":643,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":642},"description":"Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue.\nOur Technical Support Engineer will interact with our customers daily ensuring they have an amazing experience. You'll troubleshoot complex customer issues, provide end-to-end technical support, collaborate with engineering teams to identify root causes and implement solutions, while also contributing to knowledge base development and supporting product improvements. You'll also serve as Tier 1 on security incidents and hand off to our MDR team when an incident needs deeper response. This role is highly collaborative and requires someone who can work cross-departmentally. If you're a passionate problem-solver with a knack for clear communication and a desire to work in a fast-paced, collaborative environment, then we want to hear from you!\nResponsibilities:\nResolve Customer Issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.\nBug Reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions. Use AI coding tools to reconstruct failure paths, write RCAs that name the failing component, and open or review pull requests.\nQuick Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.\nCross-Functional Collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues.\nProduct Influence: Leverage customer feedback to drive product improvements and shape the platform's future.\nProactive Communication: Keep customers informed and up-to-date throughout the entire support process. Solution Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.\nContinuous Improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services.\nTier 1 SecOps: Handle security alerts from SentinelOne, our Check Point email integration, and Microsoft 365 and Google Workspace ITDR. Collaborate closely with our MDR team to ensure T1 threats are mitigated swiftly.\nRequirements:\n3+ years in tier 2 or tier 3 technical support, support engineering, or SOC analysis, with hands-on experience troubleshooting technical issues across various technologies.\nProficiency in analyzing logging and code.\nProficiency in SQL and database fundamentals.\nEndpoint security and EDR concepts. Direct SentinelOne experience is a strong plus.\nNetworking, DNS, and email authentication (SPF, DKIM, DMARC), plus Windows and macOS fundamentals.\nMicrosoft 365 and Google Workspace administration and troubleshooting.\nStrong knowledge of and experience with Incident Management processes.\nStrong understanding of cyber security concepts, networking, and operating systems.\nExcellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders.\nProven experience in creating and managing technical documentation.\nWorking schedule: Monday through Friday.\nAdvantages: MSP or MSSP background, coding experience, Intercom (Fin) or comparable ticketing systems. Experience working in Linear or Jira, and Github. Security+ / SC-200 / GCIH, or comparable certifications.","description_format":"text","description_chars":3652,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Endpoint Security","Managed Security","Email Security"],"lifecycle":[{"event":"open","at":"2026-09-01T19:47:49Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.199,"p_room":0.28,"age_days":642,"expected_fill_days":71,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/guardz-technical-support-engineer","json_url":"https://alion.io/job/guardz-technical-support-engineer.json","meta":{"generated_at":"2026-10-17T22:42:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":779,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49232},"rest":"https://alion.io/mcp/rest/get_company?id=49232"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fguardz-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fguardz-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fguardz-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/guardz-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fguardz-technical-support-engineer"}]}