דרושים » הנדסה » Technical Escalation Engineer

We are on the lookout for a Technical Account Manager with experience interacting with customers, knowledge of technology, and can empathize with the trials and tribulations of being a developer.
As the account manager, you are the bridge between the technology team and the user, walking the tightrope between customer satisfaction and developer ability.
The role requires someone who can walk gingerly between development, product, marketing, and leadership from some of our largest clients.
Youll serve as the product expert, guiding clients user experience and, ultimately, client satisfaction through their implementation of Dynamic Yield products.
Our Technical Account Manager must have a strong penchant for technical aptitude along with personality strengths in self-starting and being a proactive instigator.
A proven track record of creating and maintaining deep, lasting relationships with customers is a must as youll be dealing with understanding technical and complex issues while creating excitement and loyalty with Dynamic Yields customers.
The Task-at-Hand:
Become an expert in Dynamic Yield products - with a heavy focus on the technical aspect of the product
Interface with customers in final stages of contracting with sales to gather, collect, and document technical, product, and contract requirements regarding the customers purchase(s) of Dynamic Yield products
Provide world-class support by taking ownership for customer issues from initial contact to resolution including troubleshooting the issue, determining root cause and ensuring that the customer understands the resolution
Partner with the Engineering and Development teams to resolve customer issues
Write documentation, knowledge-based articles, and tutorials to improve the customer experience of Dynamic Yield features
Participate in the QA process of current and new products/services and work frequently with product and engineering teams to address opportunities and product enhancements
Contribute to the development of our implementation and support policies and procedures.

Deep Instinct, the first cyber security company to apply Deep Learning to cyber security is looking for a Senior DevOps Cloud Engineer. Deep instinct is an innovative start-up that has a unique and game-changing software solution to protect Fortune 500 End-Point users against Zero Day & APT cyber-attacks. This is an incredible opportunity to get in early at a Pre-IPO Cyber Security company that is poised to do huge things! We're on a mission to disrupt the cyber security market and the time is NOW! You will take part in Developing, maintaining, and optimizing our products and their production environments. Play a key role in designing our transformation from a single tenant service to a high scale multi-tenant HA cloud native solution. Influence and optimize our software delivery lifecycle, Infrastructure as code, container orchestration, artifact managers, monitoring, and more while working closely with development and research teams.

Office Location:
TLV Office

Region:
Israel

Responsibilities::
What kind of things we do? Streamline the software development lifecycle by identifying pain points and productivity barriers and determining ways to resolve them. Collaborate closely with development teams to understand their current build and release processes and make recommendations for improvement. Partner with cross-functional stakeholders, including development, research, operations, quality assurance and security, to streamline processes. Provide guidance to development teams to improve performance and operability of the solutions they develop. Build and maintain the CI/CD pipelines to improve developer productivity, agility, and code quality. Develop and continuously improve automation solutions to enable teams to build, deploy and test code efficiently and consistently. Ensure that systems meet business and customer needs for reliability and availability. Monitor and manage application performance and service quality, including initial troubleshooting, identification of root cases and issue resolution. Work closely with cross-functional stakeholders to analyze and troubleshoot complex production issues.


Why Work With Us::
Deep Instinct , is the first cyber security company to apply Deep Learning as a platform. We are the only cyber security company harnessing the power of deep learning to prevent 99% of known and unknown attacks from malware and zero-day threats. Deep Instinct Prevention for Endpoints . Prevention of malicious files at the endpoint is critical. Deep Instinct prevents known, unknown, zero-day, and ransomware from executing on the endpoint Deep Instinct Prevention for Applications. is an agentless, on-demand, anti-malware solution for the enterprise that is device and system agnostic. With our unique, industry-leading deep learning ap

We are looking for Tier 2 Support Engineer to join the team!

The role's success hinges on collaborative support from all stakeholders, leveraging existing documentation, and active involvement in new design and specification initiatives. Ensuring all tasks are executed with a strong focus on application security is paramount. Addressing unprotected application and web service vulnerabilities is crucial, as they are commonly exploited avenues for hackers to access critical data and disrupt business operations.

Proactively enhancing the efficiency of both production and development environments is a key responsibility. Additionally, serving as the primary point of contact during emergencies, especially within Major Incident Management workflows, and acting as a liaison between Developers and Support teams are integral aspects of the role.

Identifying opportunities for automating manual tasks and enhancing processes further strengthens our operations.

Responsibilities:
Provide multi-channel customer support to ensure timely issue resolution and customer satisfaction.
Conduct training sessions for new team members and actively participate in the onboarding process.
Offer insights on application and infrastructure scalability to development and DevOps teams.
Collaborate with internal teams and external vendors to troubleshoot and resolve complex issues.
Monitor application performance using specialized tools and contribute to the development of new monitoring solutions.
Work with R&D and DevOps to conduct Root Cause Analyses (RCAs) and develop Standard Operating Procedures (SOPs).
Document findings and collaborate with the Knowledge Manager to create and update Knowledge Base articles.
Develop scripts to automate repetitive tasks and streamline information gathering processes.
Gain involvement in code and development activities to enhance infrastructure understanding and provide recommendations as needed.
Assist in regression testing for critical issues and participate in the testing of new integrations and features.
Report identified bugs after successful replication and investigate malicious attempts, taking appropriate actions based on findings.

We are looking for an experienced Tier 3 Support Engineer to provide excellent customer service .
What youll do:
Provide technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
Take ownership of customer issues and follow problems through to resolution
Manage escalations
Evaluate root cause analysis to eliminate recurring customer issues
Provide follow the sun service
Handle incoming tickets through the Support portal independently and in a professional way
Troubleshoot our Platform issues reported by our Customers, including Functionality, usability related issues, and complex issues
Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customers development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
Should be able to quickly replicate customer issues in the support test environment (Lab)
Collaborating with Engineering and Product team.

we are on the lookout for a Director Of Infrastructure, one who lives and breathes DevOps & security principles and methodologies, with a developer and business objective mindset.
Role:
Lead, support, and mentor a group of four teams: DevOps, DevSecOps, SRE, and Infra. Currently overseeing 15 engineers, directly managing the team leads of the DevOps and DevSecOps teams, and providing both technical guidance and management leadership
Build a new Site Reliability Engineering (SRE) team that will be in charge of the health of the production environment. This team will be a central part of our production operations strategy, working hand in hand with our Operations team, DevOps, and R&D.
Build an R&D infrastructure team to develop and support applicative infrastructure components such as databases, web servers, logging mechanisms, and any other low-level infrastructure required by the R&D team to achieve their objectives.
Plan the team's roadmap to meet our business objective
Work closely with tech leads to define, design and implement infrastructure needs
Responsible for all DevOps and security areas: infrastructure and cloud environments, CI/CD, observability, SAST, SCA, SSDLC and Cloud Security
Lead a developer/development experience culture make developers more efficient and productive by addressing their pain points, ensuring the reusability of tools among all development teams, maintaining consistent standards for testing and monitoring, and continuously improving developer tools.
Accountable for the architecture and technical leadership of the complete DevOps infrastructure and stack
Implement and maintain security best practices and standards, leading the security issue remediation process as part of the integration with Mastercard
Oversee DevOps tasks, perform code reviews and provide development assistance
Optimize operation efforts and adopt new tools
Design, implement, and continually improve everything the team does to accelerate performance and efficiency
Serve as an escalation point for the team and other stakeholders within the organization
Collaborate closely with stakeholders in designing, implementing, and troubleshooting production services
Recruit new candidates for the team and retain talents

We are looking for a Senior DevOps Cloud Engineer.
This is an incredible opportunity to get in early at a Pre-IPO Cyber Security company that is poised to do huge things! We're on a mission to disrupt the cyber security market and the time is NOW!
You will take part in Developing, maintaining, and optimizing our products and their production environments.
Play a key role in designing our transformation from a single tenant service to a high scale multi-tenant HA cloud native solution.
Influence and optimize our software delivery lifecycle, Infrastructure as code, container orchestration, artifact managers, monitoring, and more while working closely with development and research teams.
RESPONSIBILITIES:
What kind of things we do?
Streamline the software development lifecycle by identifying pain points and productivity barriers and determining ways to resolve them.
Collaborate closely with development teams to understand their current build and release processes and make recommendations for improvement.
Partner with cross-functional stakeholders, including development, research, operations, quality assurance and security, to streamline processes.
Provide guidance to development teams to improve performance and operability of the solutions they develop.
Build and maintain the CI/CD pipelines to improve developer productivity, agility, and code quality.
Develop and continuously improve automation solutions to enable teams to build, deploy and test code efficiently and consistently.
Ensure that systems meet business and customer needs for reliability and availability.
Monitor and manage application performance and service quality, including initial troubleshooting, identification of root cases and issue resolution.
Work closely with cross-functional stakeholders to analyze and troubleshoot complex production issues.

As a Program Manager, you'll be responsible for directly and fully supporting and engaging in the work and projects of the Falcon Application Security Posture Management (ASPM) team whose mission is to enrich Falcon Cloud Security by helping make cloud environments and applications secure and resilient.

Your primary focus will entail driving the scheduling, scoping and execution of projects for the teams you support, working directly with the Engineering Developers, the Product Managers, and the Dev Managers in order to ensure timely delivery against the roadmap. Youll work closely across functional teams and across geo-locations in Israel, Europe, the United Kingdom, and the United States to collaborate and ensure dependencies are well known, critical issues are identified and driven to resolution.

What You'll Do:

Partnering and direct facilitation with teams at all levels; from deeply engaged with developers on projects to summations at the executive level.

Demonstrates the ability to learn and communicate technical context and align it with business objectives to help drive project deliverables, resources, and timelines.

Creating and driving the project schedule, working with dev management task assignments, plus managing schedule progress; from large phases through to detailed tasks, including understanding and managing dependencies within and across Product Groups.

Collaborating with staff and management of multiple worldwide business units (including subject matter experts, product management, design teams, and technology teams) to clearly identify, explain, and communicate their project involvement, project goals, expectations, and tasks.

Proactively tracks the status of project activities and ensures that schedules and priorities are being met.

Ensures critical issues are identified, tracked through resolution, and escalated if necessary.

Proactively manages daily/weekly project communication and status reporting.

Leads Scrum meetings and creates and follows up on meeting minutes/action items.

Flexibly working across timezones to help coordinate and follow up on work (from the UK; to Israel to the West Coast, US).

Willingness and ability to travel internationally several times a quarter.

We are looking for a highly-technical leader with experience managing a distributed team and a solid understanding of several key technologies.


This is a Hybrid position open to candidates in the Israel area.

What You'll Do

Lead the IDP cloud SDET team and work with all the stakeholder teams to guarantee cloud software and deployment quality

Lead cloud test direction, test strategy, test design/development/execution and reporting

Hands-on design and development of test framework/tools and scripts to achieve test efficiency and productivity to ensure functionality, reliability, performance, scalability of cloud.

Work with other quality leaders to understand product quality and automation gaps and opportunities, customer engagement as it relates to quality, and continuously reviewing the impact of SDET work.

Support our cloud test platform as it relates to other test and pipeline activities

Hire, coach, and support engineers as needed.

Were a highly collaborative, friendly, inclusive and diverse group that prizes collaboration over competition. We provide opportunities to learn new skills, mentor fellow engineers, and contribute to the direction of both the team and the products for which were responsible. We work in a distributed, remote-friendly, high-trust environment where you manage your own time and have the flexibility to balance your work and personal life. As a remote employee, you connect to your co-workers mostly via Slack and Zoom. In this setting your ability to work unsupervised, communicate asynchronously, and take initiative in maintaining lines of communication is crucial.

What You'll Do:

Develop ETL jobs to gather data from multiple sources and provide insights into various product areas

Building data warehouses where large amounts of metrics and data will be stored

Interacting with many product groups within the organization to collect key metrics via APIs, Kafka integrations or direct data access

Participation in configuring and receiving uptime alerts related to the services you control.

Keeping services up and running in a healthy state.

We are expanding our group, which consists of proactive, self-motivated, and diligent individuals who have a creative and resourceful attitude, and who work well both independently and in a team. We are looking for like-minded individuals who share our values.
Role description:
We are looking for a Senior Software Engineer to join the R&D team and develop our product to provide outstanding value to our customers.
In this essential and team-oriented role, you will work with our R&D development teams. You will be responsible for designing a revolutionary product, developing prioritized features for it, and ensuring great quality through collaboration within your team and with other teams Engineering, QA, DevOps/IT, and Product to create a secure, scalable, and high-quality solution for our customers.
In this role, youll work with a team of driven professionals, learn to develop elite security products, simplify high-complexity systems, and build to market specifications to meet the high-value demand of our customers.