Support Engineer, CTO Office

Vega is one of the fastest-growing startups in cybersecurity, redefining security analytics and operations with an AI-native platform for the SOC. We are building the next-generation operating system for security teams. Vega is already delivering real impact at some of the world’s largest organizations by improving detection, unlocking the value of security data, and reducing cost and complexity. With HQs in New York and TLV, we are looking for people who want to help shape the future of security operations.

This role sits inside Vega's CTO Office, our elite technical task force closest to customers and product.

ABOUT THE ROLE

This is the role for the person who thinks "support" has been done wrong almost everywhere: the vanished ticket, the three-day canned reply, the escalation path to the people who actually know things. You decided that if you ran support, it would look nothing like that.

At Vega, support is done by engineers who know things. Instead of routing tickets to someone else, you dig in, solve the real problem, and build the agents, skills, and docs that resolve the next hundred issues before a human ever sees them.

You'll build a support function powered by AI agents and skills, where one person's output looks like a whole team's. You own the bar, set what "great" looks like, and stay in the trenches on the hardest problems yourself. The benchmark: other security companies should measure their support against Vega's.

WHAT YOU WILL DO

• Own great support at Vega, quality, depth, then speed, and design the process and workflows it all scales on.
• Build AI agents and skills that diagnose and resolve issues across log pipelines, cloud integrations, detections, and permissions, automating the queue instead of staffing it.
• Take the hard tickets yourself, then turn each one into an agent, skill, or doc so it never costs us twice.
• Track issues to the root cause and drive them to resolution, surfacing well-scoped fixes to engineering rather than just logging them.
• Instrument the queue: know where customers get stuck and where we're slow, then kill the root cause.
• Partner with customer security teams during escalations, and with Vega TAM, Sales, product, and engineering to protect accounts and turn support signals into product.

WHAT YOU WILL BRING

• 4+ years in a technical support or support function, leading or anchoring one, or a strong senior IC ready to build one from scratch.
• Strong cloud fundamentals (AWS, Azure, and/or GCP) and scripting in Python and/or Bash, with the confidence to ship a real fix.
• Comfortable troubleshooting distributed systems, data pipelines, and query performance.
• Fluent with the latest AI models and tools and eager to build agents and skills with them. This role should use AI to ship far more than a traditional support team could.
• Ego-free, relentlessly curious, and equally fluent with engineers and executives.
• Startup or high-growth experience: you move fast and make calls without a perfect playbook.

NICE TO HAVE

• Background in a SOC, Security Engineering, Incident Response, or Threat Hunting role.
• Hands-on with SIEM or observability platforms (Splunk, Elastic/ELK, Microsoft Sentinel, or equivalent), used to investigate, hunt, and troubleshoot real incidents.
• Experience implementing or supporting SIEMs at scale.
• Familiarity with KQL (Kusto Query Language).
• Experience building and running AI agents and skills at production, enterprise-grade scale.