Technical Support Engineer

Description

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48% of breaches now come through vendors. Yet most companies still manage vendor risk through certifications and questionnaires, essentially trusting what vendors say about their security. Lema changes that. We analyze every vendor like a vulnerability researcher would: how could an attacker use this vendor to get in, and what could they reach?

We’re turning vendor risk from a paperwork exercise into a true security discipline. Backed by Team8, Salesforce Ventures, and F2, and already trusted by leading enterprises, Lema is entering hypergrowth and tripling our team to build a category-defining platform.

We move fast, with radical ownership, transparency, and high impact.

More about Lema:

• Lema.ai website
• Business Insider - Cybersecurity startup Lema has come out of stealth to raise $24 million
• Team8 - Why We Invested In Lema

About The Role

We're looking for a technical support engineer with 2-3 years of experience to own the support queue for our enterprise customers, most of them in the US. You'll dig into the logs and the data to find out why something broke, and help run customer data migrations and the monitoring that catches problems before customers do.

What You’ll Do

• Own the Support Queue: Take tickets from first response through resolution. You are responsible for meeting our response times, keeping every open ticket moving, and closing standard issues on your own.
• Investigate Before You Escalate: Reproduce the problem, read the logs and the data, and isolate the cause. When something needs engineering, it reaches them with findings and evidence rather than a forwarded complaint.
• Communicate with Customers: Keep customers informed in writing, manage expectations honestly, and stay credible even when the answer is not ready yet.
• Run Customer Data Migrations: Map and validate customer data as it moves into Lema, and catch the records that don't fit before the customer does.
• Write the Help Center: Turn what you solve into articles on common actions and troubleshooting, so the answer exists the next time someone asks.
• Build Customer Enablement: Create and maintain a library of short workflow recordings, and run group training sessions, webinars and office hours as the role grows.
• Monitor Proactively: Build and run monitors over our observability stack, triage the alerts they raise, and reach out to customers before they notice the problem themselves.

Requirements

What You Bring

• Experience: Two to three years in technical support or another technical customer-facing role, ideally at a B2B SaaS company.
• Technical Aptitude: Comfortable reading application logs, running SQL queries against a database, and troubleshooting REST APIs and integrations. You can investigate an issue across these layers and reach your own conclusion before escalating it.
• AI Fluency: You use AI tools in your daily work, for example to draft SQL or summarize logs, and you check what they produce before you rely on it.
• Ownership: You take a problem all the way through rather than passing it on the moment it stops being clear.
• Communication: Fluent English, written and spoken.
• Coverage: Most of our customers are in the US, which means the queue comes alive in the second half of the Israeli day and the busiest hours run into the evening.
• Curiosity: The drive to learn, dig into a problem, and understand the root of it rather than just clear the ticket.
• Startup Mindset: You work well where processes are written as they go, and you do not need a script or a fully specified task.
• Domain Knowledge: Background in GRC (Governance, Risk and Compliance) or TPRM is an advantage.

Why Join Lema AI

• Impact: Build a category-defining platform that safeguards how modern businesses operate.
• Ownership: Join a culture that gives you full context, autonomy, and trust to drive outcomes.
• Compensation & Benefits: Competitive salary, equity package, and additional perks
• Velocity: Work with exceptional peers in a high-energy, low-bureaucracy environment.
• Growth: Shape a company that’s scaling rapidly, backed by Tier 1 investors and visionary customers.