Support Engineer APAC

Paragon is a fast-growing cyber intelligence company that is rapidly establishing itself as a key player in the industry. We are a young, innovative company with a cutting-edge product, headquartered in Tel Aviv.

We are looking for a Support Engineer based in the APAC region to join our team.

As a Support Engineer, you will provide hands-on technical support and guidance to customers throughout their journey with Paragon, from initial onboarding through full operational deployment and ongoing operations.

This role requires a combination of strong technical expertise, problem-solving abilities, and excellent customer-facing skills. You will serve as a key technical point of contact for our customers, working closely with Paragon’s Product, Engineering, Sales, and Support teams to resolve technical challenges and ensure a seamless customer experience.

Responsibilities

• Own customer technical issues end-to-end, including diagnosis, troubleshooting, resolution, and follow-up.
• Serve as a primary technical point of contact for customers, ensuring timely resolution of issues and a high level of customer satisfaction.
• Take ownership of customer environments and systems, proactively identifying technical risks and opportunities to improve performance and reliability.
• Support customers throughout onboarding, deployment, and ongoing operations.
• Manage and coordinate customer-related technical activities and projects, working closely with relevant internal teams to ensure timely delivery.
• Collaborate with Product, Engineering, Sales, and Support teams to address customer needs and drive issues to resolution.
• Build strong working relationships with customers, understand their technical requirements, and provide solutions tailored to their needs.
• Communicate complex technical concepts clearly and effectively to both technical and non-technical stakeholders.
• Adapt quickly to changing priorities and customer needs in a fast-paced and dynamic environment.

Requirements

• Permanent residence in the APAC region.
• At least 3 years of relevant experience as a Support Engineer, Technical Account Manager, or in a similar customer-facing technical role.
• Strong proficiency in Linux and Kubernetes.
• Solid understanding of networking concepts and troubleshooting.
• Hands-on experience with Docker and a solid understanding of containerization technologies.
• Familiarity with MongoDB.
• Familiarity with GitHub.
• Excellent verbal and written English communication skills.
• Strong troubleshooting, problem-solving, and organizational skills.
• Ability to work independently while collaborating effectively with customers and cross-functional teams.
• Flexibility to work outside standard business hours when required to support customers across different time zones.