Technical Support Specialist - IDA

We are looking for a Technical Support Specialist to become the trusted first point of contact for our customers using IDA. In this role, you represent Hex-Rays in every customer interaction, reflecting the professionalism and engineering culture behind our products. To the people who reach out - whether they need help with installation, licensing, configuration or day-to-day use - you are Hex-Rays: the person they trust to understand their problem, guide them through any roadblocks, and make sure they’re looked after, working with our specialist teams whenever deeper expertise is needed.

What you’ll do

• Handle and resolve a wide range of support requests, from installation and licensing to configuration and day-to-day product questions.
• Investigate customer questions and technical issues, identify the root cause and resolve it efficiently.
• Escalate deeper technical issues to Engineering or other specialist teams when needed, while remaining the customer’s main point of contact throughout.
• Communicate clearly, professionally and with empathy, building trust in every interaction.
• Identify recurring customer issues and share insights with Product and Engineering to continuously improve our products and support experience.
• Contribute to our support documentation, FAQs and knowledge base articles.
• Partner with Sales, Marketing and Development to ensure a seamless customer experience.

• Experience in a customer-facing technical support role.
• Strong troubleshooting and problem-solving skills, with a methodical, customer-focused approach.
• Experience supporting software installation, configuration and licensing issues.
• Exceptional communication - precise, composed and clear. You read the person as well as the problem: you listen closely, identify the real question, and answer it with clarity and confidence.
• Eager to learn our products and continuously develop your technical knowledge.
• Fluent, articulate English, written and spoken.
• Nice to have: an interest in cybersecurity or developer tools, or experience with reverse-engineering tools such as IDA.

The ideal candidate is:

• Curious, autonomous, well-organized, and eager to keep learning.
• Calm under pressure and comfortable working with customers and collaborating with engineers.
• Genuinely customer-first - someone who takes pride in a problem well solved and a customer well looked after.

• Join the company behind IDA, the industry-standard reverse engineering platform trusted by security professionals worldwide.
• Work alongside experienced support colleagues and top-tier engineers, and make a visible impact by helping customers get the most from our tools.
• Take on genuinely varied problems - no two customer requests are quite the same.
• Your experience is valued with an attractive base salary and performance bonuses.