Technical Support Engineer

Description

About Astelia

Astelia helps security teams dramatically reduce the volume of incidents generated by vulnerability management tools. We do this by building a deep, contextual understanding of our customers' networks - turning noise into signal and enabling security teams to focus on what truly matters. We're a small, fast-moving startup with great people who care about impact, craftsmanship, and each other.

About the Role

We're looking for our first Technical Support Engineer - a highly technical, hands-on problem solver who will own the technical side of our customers' journey, from POV through deployment and day-to-day operation.

Our customers are mainly abroad - primarily in the US - so this role works on a US-hours schedule from our Israel office.

You'll be the first person in this function, working closely with our US-based customer team and with R&D in Israel. The role sits at the intersection of customers, Product, and Engineering: understanding how Astelia connects to customer environments, how data flows through the platform, and how to turn technical findings into answers security teams can actually act on.

You'll own Tier 1 and Tier 2 issues end-to-end - and make sure that what reaches R&D is only what truly needs R&D, with a clear, actionable ticket.

If you love getting to the root of technical problems, enjoy working with customers, and want massive impact in an early-stage team - we'd love to meet you.

What You'll Do

• Own the technical success of customer deployments - from POV through onboarding, integrations, and ongoing operation
• Act as the main technical point of contact for customers and build trusted, long-term relationships
• Get hands-on with customer environments, data, and integrations to make sure the platform works - and delivers value
• Investigate and debug issues in production - dig into logs, reproduce problems, and read code when needed
• Resolve Tier 1 and Tier 2 issues independently, and write clear, well-scoped bug reports for what needs R&D
• Run validations (manual and automated) to make sure our findings are accurate in every customer environment
• Spot gaps and edge cases early - and solve them before customers notice
• Translate technical findings into clear insights customers can act on
• Track customer-related tasks with R&D and drive them to closure
• Share customer feedback with Product and R&D to make the platform better
• Help build our support processes, playbooks, and knowledge base from the ground up

Requirements

Requirements

• Customer-Facing Experience: 1–2+ years working directly with B2B customers (including roles held during your degree).Technical Background: Hands-on experience as a developer, automation engineer, or in a technical support / customer engineering role - or a recent B.Sc. in Computer Science with practical experience.
• Troubleshooting Skills: Strong problem-solving ability and comfort investigating systems in production - reading logs, navigating code, and isolating root causes.
• Systems Understanding: Ability to quickly understand complex systems, integrations, and data flows.
• Global Customer Experience: Proven experience working with customers abroad, ideally in the US - a must.
• Communication: Excellent written and spoken English, with the ability to explain technical issues clearly to both technical and business stakeholders.
• US Hours: This role works primarily on a US-hours schedule from our Israel office - you should be comfortable making this your regular working rhythm.
• Ownership: Highly independent, proactive, and solution-oriented - you don't wait for a process to exist, you build it.
• Startup Mindset: Comfortable in a fast-paced, unstructured environment, juggling multiple customers and priorities with a get-things-done attitude.

Advantage

• Experience as a Support Engineer, Customer Success Engineer, Solutions Engineer, Product Owner, or TAM in a B2B / SaaS company.
• Background in cybersecurity - especially Vulnerability Management or Exposure Management.
• Experience writing scripts or automations (e.g., Python) to investigate and validate data.
• Familiarity with AI / LLM tools in technical workflows.
• Experience building support or post-sales processes from scratch.