Description
About the role
You're the first one watching production. When alerts fire, tickets come in, or a customer reaches out about something not working, it comes to you first. The role is shift-based as part of our 24/7 coverage and reports to the Support Team Lead.
It's hands-on. You triage what comes in, dig into logs, fix what you can fix, and pass the rest to whoever needs to see it next (Professional Services, Infrastructure, or R&D). The expectation isn't that you solve everything alone. It's that nothing falls through the cracks, and that when you do escalate, the person picking it up has what they need to keep going.
Good fit for someone early in their career who wants real production experience on a system that matters. Also a fit for people with a NOC, support, or sysadmin background who are looking for something with more weight than what they're doing now.
What you'll do
- Watch production health across customer sites and respond to alerts as they fire
- Take inbound customer tickets. Triage them, investigate, resolve what you can, escalate cleanly when you can't.
- Run first-pass investigation: logs, metrics, reproducing the issue, narrowing the cause before handing off
- Stay in touch with the customer through the whole thing. Confirm you've got it, set expectations, keep them updated, close the loop.
- Escalate well. The Professional Services, Infra, or R&D person picking up the ticket needs context - what you saw, what you tried, what you suspect.
- Keep the knowledge base alive. If you investigated something new, the runbook should be better when you're done.
- Clean shift handoffs. The next person on shift should know exactly what's open and what to watch.
- Spot patterns. If the same ticket keeps showing up, flag it - either for automation or for a deeper fix.
- Reach out to customers proactively. Don't wait for them to report something you could've caught yourself.
Requirements
What we're looking for
- 1-3 years of hands-on experience in technical support, NOC, sysadmin, or a similar operational role
- Linux fundamentals. Command line, navigating logs, knowing how a Linux box behaves under the hood.
- Basic networking: TCP/IP, DNS, routing, VPNs. Enough to know what you're looking at when something won't connect.
- Comfortable reading code and reading logs to figure out what happened
- Strong written communication in Hebrew and English. You'll be writing to customers, to internal teams, and in our runbooks.
- Willing to work shifts as part of 24/7 coverage, including nights, weekends, and holidays
Nice to have
- Exposure to Kubernetes or container infrastructure
- Scripting in Bash or Python
- Experience with Intercom, Jira, Zendesk, or similar ticketing platforms
- Background in a relevant military unit or any other mission-critical operational environment
- Familiarity with Prometheus, Grafana, or other monitoring tools
Who you are
- Reliable. You show up, you follow through. Tickets don't get dropped on your watch.
- Curious. You don't just close the ticket. You want to know why it broke, and the next time it shows up you recognize it.
- Calm under pressure. When alerts are firing and customers are pinging, you slow down and work the problem instead of making it worse.
- You take support personally. When a customer has a bad experience, it bothers you, and you go out of your way to fix it.
- You're not done growing. This role is a step toward something bigger, and it shows in how you treat it.
