Senior support specialist and team lead for daily operational activities within Technology Operations, ensuring stable performance of enterprise platforms and infrastructure.
Responsibilities
Acts as a team lead for daily operations, providing advanced technical guidance and reviewing work of junior teammates.
Serves as the primary escalation point for non-routine, undefined, or complex operational incidents.
Delivers advanced operational support for platforms, systems, infrastructure, ensuring stable production performance.
Identifies operational gaps or recurring issues and recommends improvements to senior teammates or management.
Coordinates with cross-functional teams on maintenance, upgrades, and service activities.
Serve as single POC for named Elite accounts, run Monthly Business Reviews, deliver technical health reviews, monitor renewal risk, advocate escalations, and guide training and enablement.
Compensation
The BASE salary range for this position is: 179200 - 286700 PLN.
Responsibilities
Serve as single POC for your named Elite accounts: direct routing, no queue, timezone-aligned, with two named backups covering absence.
Run the Monthly Business Review per account: one slide, open items with dates, commitments earned and kept.
Deliver technical health reviews on cadence — configuration, integrations, adoption — and near‑SysAdmin configuration coaching.
Watch the account’s renewal‑risk radar: account‑level iCSAT, case patterns, and sentiment trends surfaced before a survey would say so.
Advocate escalations into DEEP with full context; your account’s EIM inputs are accurate because you keep them so.
Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Senior Technical Support Engineer to join our team.
Compensation
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Responsibilities
Expert Troubleshooting & Fault Isolation: Deliver expert-level technical assistance to customers, taking complete ownership of support cases including multi-vendor troubleshooting and fault isolation.
AI Optimization & Troubleshooting: Leverage internal AI-powered diagnostic utilities, automated log analyzers, and machine learning tools to accelerate root-cause analysis, optimize multi-vendor troubleshooting workflows, and decrease time-to-resolution for complex network security events.
Customer Advocacy & Strategic Support: Act as a designated advocate driving customer success. Understand unique implementations and business objectives to deliver tailored support, including structured weekly reviews, root cause analysis, upgrade planning, release assessments, and QBRs.
Cross-Functional Collaboration: Partner effectively with stakeholders beyond the immediate domain, engaging with cross-functional teams (Account, Sales, Engineering, QA) to address software defects, enhancements, and strategic customer requests.
Knowledge Base & Technical Asset Authoring: Author Technical Support Bulletins and troubleshooting guides to enhance internal and customer-facing resource repositories. Driving technical enablement by conducting screenings and onboarding new hires on technical/soft skills.
