Support Engineer (Entry Level)

Level: Jun – Mid Level
Employment: Full-time
Project: Cybersecurity
Work Mode: Remote
Hours: Rotational shifts: 18:00 – 03:00, 21:00 - 06:00 (Night) – Weekday & Weekends

About:
The company is on a mission to secure the use of LLMs in the real world protecting data, privacy, and businesses from AI threats. From the first line of code to protecting real-world data, every decision matters.
If you're ready to shape the future of AI security - we would love to hear from you!

Primary Responsibilities:
The purpose of the Support Engineer is to enhance operational efficiency and scale our customer success capabilities. As a Level 1 Support Engineer, you will be the first line of defense for our customers in the US market. Your role is not to fix deep technical issues, but to triage, investigate, communicate clearly, and escalate fast when something goes wrong.

You will monitor systems, handle incoming support tickets, identify whether an issue is user-related, configuration-related, or system-related, and escalate to on-call engineers when needed — including waking up colleagues in Israel in case of critical incidents.

This is an excellent entry-level role for someone who wants to grow into technical support, QA, product, or engineering over time.

Responsibilities

Customer & Incident Triage

• Be the first point of contact for incoming support requests (Chat / Email).
• Classify issues correctly.
• Gather all required information before escalation (logs, screenshots, timestamps, affected workflows).

Monitoring & Operations

• Monitor dashboards, alerts, and logs for workflow failures and degraded performance.
• Detect recurring issues and flag them proactively.
• Track incident timelines and customer impact.

Escalation & On-Call Coordination

• Escalate issues to Level 2 / Engineering following clear runbooks.
• Wake up on-call engineers in Israel for critical production incidents (P1 / P0).
• Provide engineers with clean, structured incident summaries (what broke, when, impact, repro steps if any).

Customer Communication

• Keep customers informed with clear, calm, non-technical updates.
• Set expectations on response and resolution times.
• Follow up after incidents to confirm resolution and customer satisfaction.

Required skills & profile

• No previous experience necessary for students or graduates of Technical Bachelor degrees.
• For non Tech degrees, 1–2 years experience in: technical support, IT helpdesk, QA / manual testing, NOC roles.
• Good English (B2 level) — customer-facing.
• Comfortable working US-market hours.
• Ability to stay calm under pressure and follow escalation procedures.
• High attention to detail and structured thinking.

Benefits:
1. Very competitive remuneration;
2. Company provided equipment (MacBook);
3. Possibility of career growth in a very engaging and developing industry, AI Cybersecurity.
4. Remote work;
5. Entry level position suitable for students or recent graduates that want to start a career in AI Cybersecurity;

Work with cutting-edge technologies and products that make a real-world impact. A fast-paced, collaborative culture that values innovation, craftsmanship, and growth.

Join us in shaping the future of technology and making a real impact in safeguarding digital landscapes and cybersecurity.

How to apply?
Send your CV to vaserole@rocman.org with the subject line: “Support Engineer (Entry Level)”