Support Specialist - IDA

About Hex-Rays

Hex-Rays builds the industry-standard reverse-engineering and binary-analysis technology relied on by security researchers, malware analysts, software vendors, and government teams worldwide. Our tools set the benchmark in the cybersecurity field, and we keep pushing it forward to redefine the boundaries of reverse engineering technology.

The role

We are looking for a Support Specialist for IDA to become the trusted first point of contact for our customers. In this role, you represent Hex-Rays in every customer interaction, reflecting the professionalism and engineering culture behind our products. To our community of expert users, you are Hex-Rays, the person they trust to understand their unique challenges, guide them through technical roadblocks, and ensure they are looked after.

What you'll do

• Provide expert technical support to customers using IDA, from installation, licensing and configuration to everyday use.
• Investigate customer questions and technical issues, identify the root cause and resolve it efficiently.
• Work closely with the Engineering team to resolve complex issues while remaining the customer's primary point of contact.
• Communicate clearly, professionally and with empathy, building trust in every interaction.
• Identify recurring issues and share insights with Product and Engineering to 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.

What we're looking for

• Substantial experience in a customer-facing technical support role. Strong troubleshooting and analytical skills.
• Exceptional communication, precise, composed and at ease with a technical audience.
• General knowledge of reverse engineering tools, such as IDA.
• Experience supporting developer tools or other technical software.
• Fluent, articulate English, written and spoken.

Why join Hex-Rays?

Join the company behind IDA, the industry-standard reverse engineering platform trusted by security professionals worldwide. Work alongside top-tier engineers and make a visible impact. Take on genuinely varied problems, no two customer issues are the same. An attractive base salary and performance bonuses.