Support Specialist — IDA

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.

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, helping them 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 technical issues while remaining the customer's primary point of contact throughout the resolution process.
• 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.

What we're looking for

• Substantial experience in a customer-facing technical support role, ready to be our front line from day one.
• Strong troubleshooting and analytical skills.
• Exceptional communication — precise, composed and at ease with a technical audience. You read the person as well as the problem: you listen closely, identify the real question, and answer it with clarity and confidence.
• General knowledge of reverse engineering tools, such as IDA.
• Experience supporting developer tools or other technical software.
• Fluent, articulate English, written and spoken.

The ideal candidate is:

• Curious, autonomous, well-organized, and eager to keep learning.
• Calm under pressure and fully comfortable collaborating with both expert users and world-class engineers.

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 by helping the world's leading cybersecurity experts get the most from our tools.
• Take on genuinely varied problems — no two customer issues are the same.
• Your experience is valued with an attractive base salary and performance bonuses.

Interested?
Whether you're supporting a malware analyst, a software vendor or a security researcher, every day you'll help some of the most technically demanding users in the industry succeed with IDA. If you enjoy solving technical puzzles and thrive when engaging with expert users, we want to hear from you. Please send your CV to jobs@hex-rays.com.