Description
Kela is a defense technology startup pioneering next-generation command & control and data infrastructure systems. We empower defense organizations with robust, scalable, and secure platforms that integrate diverse sensors and AI to deliver real-time battlefield intelligence. Backed by leading investors, Kela combines Israeli innovation with global mission impact.
What you'll do
- Run the support function end-to-end: ticket queue management, alert response, SLA tracking, and shift coverage across a 24/7 rotation
- Lead the team hands-on. Hire, mentor, and grow a high performing group of support engineers, set technical standards, and build a culture of deep ownership
- Stay hands-on in the work yourself. Take tickets, investigate alerts, solve hard problems alongside the team, and join the on-call rotation
- Own customer experience proactively. Reach out before customers do, run satisfaction surveys, gather feedback, and feed product ideas back to R&D and Product
- Manage the soldier rotation handover process - exit surveys with the outgoing rotation, training and onboarding for the incoming one
- Set the bar for escalations. Every ticket that reaches Professional Services or R&D should be well-investigated, clearly documented, and impossible to bounce back as "not enough info"
- Be the technical face of support in customer meetings. Speak credibly about root causes, timelines, and remediation
- Drive automation across the support flow. If something is being done by hand twice a week, it shouldn't be
- Identify major incidents, coordinate cross-team resolution, and keep stakeholders updated through to closure
- Build and maintain the knowledge base - runbooks, troubleshooting guides, internal procedures
- Provide leadership a live picture of production status, plus monthly reports on support volumes, trends, and bottlenecks
- Continuously improve the team's tooling, workflows, and processes. The support experience should get measurably better quarter over quarter
Requirements
What we're looking for
- 5+ years of hands-on technical experience in customer support, technical support, system administration, or a similar customer-facing role in mission-critical environments
- 2+ years leading a technical support or operations team
- Strong Linux fundamentals and confidence at the command line
- Working knowledge of Kubernetes in production - able to investigate pod issues, read logs, and know when to escalate
- Networking across the stack - TCP/IP, routing, DNS, VPNs, VLANs - with real experience debugging connectivity issues on live sites
- Comfortable reading code and digging through logs to trace issues to root cause
- Hands-on with databases - able to run queries and understand what's happening underneath
- Proven track record of building and running 24/7 support coverage, with real SLA accountability
- Methodical thinker, creative problem solver. You hold complexity, work the problem, and don't give up at the first dead end
- Customer obsession that's actually felt, not claimed. You believe support is a craft and you take it personally when a customer has a bad experience
- Strong ownership instinct - the kind of person who sees a half-finished thing and finishes it
- Analytical and precise. You form conclusions from evidence, not gut feel, and you don't make the same mistake twice
- Clear communicator in both Hebrew and English, with both technical and non-technical people
- Comfortable working in shifts and joining the on-call rotation as part of the regular routine
