IDA Support Specialist — Expert Technical Help

Hex-Rays

Luik

Sur place

EUR 60 000 - 90 000

Plein temps

14 jours+

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Résumé du poste

Hex-Rays is seeking a Back Support Specialist for IDA to be the trusted first point of contact for customers, guiding them through installation, licensing and everyday use. You will work closely with the Engineering team to resolve complex issues while maintaining the customer relationship.

You will communicate clearly with a technical audience, document solutions, and contribute to knowledge bases to continuously improve the support experience for security researchers and software developers.

Qualifications

Substantial experience in a customer-facing technical support role.
Strong troubleshooting and analytical skills.
Exceptional communication with a technical audience.
General knowledge of reverse engineering tools, such as IDA.

Responsabilités

Provide expert technical support to customers using IDA, from installation, licensing and configuration to everyday use.
Investigate customer questions and issues, identify root causes and resolve efficiently.
Collaborate with Engineering to resolve complex issues while being the primary contact for the customer.
Communicate clearly, professionally and empathetically, building trust in every interaction.
Identify recurring issues and share insights with Product and Engineering to improve products and support.
Contribute to support documentation, FAQs and knowledge base articles.
Partner with Sales, Marketing and Development to ensure a seamless customer experience.