Senior Cyber Support Engineer

Panorays is changing the way businesses manage their third-party security by helping them save millions of dollars with automation, efficiency and reduced risk. As our market spans across companies of all sizes, in multiple industries and locations, the Customer Success Group plays a key role in ensuring the company’s expansion.

As a Senior Cyber Support Engineer, you will be responsible for establishing the support team within the Operations Center, leading it to excellence and assuring the delivery of world-class support to Panorays’ customers and partners. 


Job responsibilities:

  • Establish Technical Support methodology for Panorays’ Operations Center to facilitate future Support Team growth.
  • Resolve product or service issues by understanding the customer’s request/claim; determining the cause of the issue; selecting and explaining the best solution and expediting the correction or adjustment, and following up to ensure a satisfactory resolution.
  • Create and maintain Panorays’ Knowledge-Base according to the company’s tone of voice
  • Provide accurate, valid and comprehensive information and technical issues to Panorays’ global customer base by using relevant methods and tools.
  • Analyze statistics and compile accurate reports internally and with our customers.
  • Validate companies’ cyber posture assessment claims and disputes, as part of their ongoing usage of the product


Successful candidates will have:

  • English (mother tongue) 
  • Previous experience providing technical support in a customer services team for SaaS solutions in Web Cyber-Security companies – Previous experience in managing a Technical Support Team 
  • Strong understanding of the Web Cyber Security realm, Operating Systems, Networking, Databases, hosting services.
  • Previous experience in managing a Help Center 
  • A high-level of technical skills and hands-on capabilities, advanced troubleshooting and multi-tasking skills.
  • Experience working with large international enterprise customers in business critical environments.
  • Experience using Zendesk
  • Customer-service oriented & Strong client-facing and communication skills.
  • Working knowledge of customer service software, databases and tools.


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