דרושים Support Analyst

Job Summary

You’ll not only support investigations and incident triage, but also help onboard customers, answer technical questions about reports, alerts, and the service, and manage ongoing communications to ensure clarity, alignment, and satisfaction.

Key Responsibilities

• Be part of a customer-focused sub-function of the Unit 42 MDR team, dedicated to proactive communication and technical guidance
• Support onboarding activities for new customers
• Monitor incoming communication from customers (e.g., via email, comments), triage and route issues as needed, and answer technical questions around reports, alerts, and recommendations
• Collaborate with MDR analysts to ensure the customer’s technical questions about incidents or threats are fully addressed
• Own the customer communication lifecycle during ongoing incidents — ensure timely updates, clarity, and alignment on next steps
• Help drive consistency and quality in how incidents and threat intelligence are communicated externally
• Escalate and advocate for customer issues internally across Product, Engineering, and the broader Unit 42 team

Preferred Qualifications

• 1+ years of experience in a customer-facing cybersecurity role such as professional services, customer success, or customer support — must, Tier 1/2 SOC analyst experience
• Hands-on experience with tools such as EDR, SIEM, SOAR, or XDR
• Strong customer communication skills — verbal and written — with the ability to explain complex technical details clearly
• Experience reviewing, drafting, or presenting incident reports and security findings
• Familiarity with Cortex XDR or Cortex XSOAR
• Experience onboarding new security services or clients
  

This role includes participation in our weekend coverage rotation supporting global MDR operations:

• 3 weekends per month Tuesday - Saturday schedule)

• 1 week per month with a Monday– Friday schedule

• May require evening and night shifts aligned to operational needs

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will provide post sales technical support to Palo Alto Networks End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. You’ll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support on an as-needed basis

Your Experience

• Experience of minimum of 4 years in support roles
• Required experience with AWS, Azure, and/or GCP
• Knowledge in containers and Kubernetes concepts - Must
• Hands on troubleshooting containers and Kubernetes (Preferable)
• Experience using API
• Creative and self starter with ability to troubleshoot and debug issues using many data sources and AI tools.
• Experience with Linux and Windows systems
• Excellent written and verbal communication skills
• Ability to work well is a diverse team environment
• Knowledge of scripting languages, preferably Python, Bash and JavaScript (Optional)
• Previous experience with Prisma Cloud or Cortex XDR (optional)
• Required knowledge of DevOps and CI/CD (preferably, but not mandatory, with hands-on experience)
• Familiarity with information security concepts, such as CVE, CVSS, etc.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

All your information will be kept confidential according to EEO guidelines.

• High-growth: Over the past six years, we’ve consistently achieved milestones that take other companies a decade or more. During this time, we’ve significantly grown our employee base, expanded our customer reach, and rapidly advanced our product capabilities.
• Disruptive innovation: Our founders saw that traditional security didn’t work for the cloud, so they set out to carve a new path. We’re relentless pioneers who invented agentless technology and continue to be the most comprehensive and innovative cloud security company.
• Well-capitalized: With a valuation of $1.8 billion, Orca is a cybersecurity unicorn dominating the cloud security space. We’re backed by an impressive team of investors such as Capital G, ICONIQ, GGV, and SVCI, a syndicate of CISOs who invest their own money after conducting their due diligence.
• Respectful and transparent culture: Our executives pride themselves on being accessible to everyone and believe in sharing knowledge with the employees. Each employee has a place in shaping the future of our industry.

As a Product & Data Analyst at Orca, you will take ownership of product analytics at Orca, along with responsibility over our BI infrastructure. You will help product teams make smarter decisions by uncovering customer insights, while also ensuring the data pipelines and models that power those insights are robust and scalable.

In this role, you will work directly with Product Managers to analyze customer behavior, evaluate new features, and measure product impact. You’ll also take responsibility for the underlying data stack-writing SQL, modeling in DBT, and maintaining clean, efficient ETLs. Beyond supporting day-to-day product questions, you will build dashboards and reporting tools that give teams across the company access to reliable, self-serve insights.

• 3-5 Years of experience as a Data Analyst, preferably from a SaaS company
• Proven experience in SQL writing, specifically in querying large and complex data sets
• Experience in BI tools and in DBT/Python
• Looker proficiency – an advantage
• Ability to translate analytic conclusions to business insights and actions along with strong statistical analysis skills and self-learning capabilities
• B.Sc./BA in industrial/information systems engineering, statistics or equivalent
• Experience in operational or cross-department roles – an advantage
• Great communication skills
• Business orientation and a passion for data analytics
• High level of spoken and written English

, Consumer services and Marketplace tools.

As a Product Analyst, you will go beyond the numbers—defining, analyzing, and translating data into actionable insights about our business, users, and product features. You’ll also design and analyze both randomized and non-randomized experiments to optimize performance.

You’ll work closely with , and stakeholders from other business units to drive key product decisions and shape the product strategy and roadmap.

Key Responsibilities

• Conduct quantitative research to drive product recommendations, including cohort analysis, user personas, behavioral segmentation, forecasting, and impact analysis
• Design and analyse randomised and non-randomised experiments to optimise product performance and understand user behaviour
• Collaborate with cross-functional stakeholders to identify business needs and execute end-to-end analytical projects.
• Deliver clear, effective presentations of insights to stakeholders at all levels, using visual representations of data.
• Develop and automate reports; build and refine dashboards to provide scalable insights for multiple stakeholders.
• Analyze our strategic position against competitors and provide insights that drive value and support our vision.
• Define key metrics, analyze usage patterns, and solve challenges that hinder progress toward objectives and key results (OKRs).Lead independent research and develop new analytics methods during dedicated weekly project time.

• 3+ years as a product analyst or business analyst — Must
• BA graduate in Statistics/ Mathematics/ Computer Science/ Industrial Engineering/ Economics
• Excellent knowledge of SQL — Must
• Experience with Python or R — Must
• Knowledge of statistics - Must
• Experience and deep understanding of AB tests and the maths behind it — Must
• Experience with Mixpanel or Amplitude - Nice to have
• Experience working with BI-tools
• Strong data visualisation skills — ability to effectively communicate performance and business impact to the broader business
• Ability to ask the right questions and use both quantitative and qualitative metrics to answer them
• Experience in translating analysis results into product recommendations and business questions into an analysis framework
• Sharp communicator and a confident presenter
• Experience with B2C mobile apps, Marketplaces, SaaS Platforms, and B2B products — advantage
• English proficiency — Must
• Knowledge of Econometrics or Machine Learning - an advantage
• Fluency in Hebrew and Russian - an advantage