דרושים » הנדסה » First Line Engineer

We are a leading cybersecurity company dedicated to providing innovative solutions to cyber threats and protecting our customers critical assets. Our cutting-edge technology and expert team offer unparalleled intelligence and support, enabling organizations to stay ahead of cyber adversaries. We seek a highly motivated and skilled Technical Support Engineer (Tier 2) to join our Customer Success group. The ideal candidate would have experience in Technical Support, strong customer service abilities, and excellent communication skills in English. As a Technical Support Engineer, you will be responsible for providing advanced Technical Support to our customers worldwide, ensuring the smooth operation and optimal performance of our cybersecurity solutions.
Key Responsibilities:
* Review and prioritize the queue of open customer inquiries and support requests, and ensure they are handled accurately, effectively, and efficiently.
* Provide advanced Technical Support and troubleshooting for our solutions; Diagnose and resolve issues, while collaborating with R&D and CS teams.
* Document and communicate technical solutions and best practices to customers and internal teams.
* Assist in the creation and maintenance of knowledge base articles, FAQs, and technical documentation.

We are seeking a highly skilled and motivated Tier 2 Team Lead to join us and build our Tier 2 Support Team.
Tier 2 is our highest tier of support, working closely with our R&D and product teams. This is a unique opportunity as the team needs to be built almost from scratch (there is currently only one support engineer in the team).
As the Tier 2 Team Lead, you will play a vital role in assisting customers in resolving technical issues, answering their inquiries, supporting clients onboarding process and providing guidance on product functionality.
You will be responsible for not only building and hiring a team of talented Tier 2 Support Engineers but also developing and implementing internal processes and workflows to ensure the seamless delivery of support services.
In addition, you will collaborate closely with cross-functional teams, including product, engineering, and customer success, to establish and optimize work processes and drive customer satisfaction.
This role offers a unique opportunity to shape the direction of our support operations and make a significant impact on the success of our company. Until the team will be expanded in the next few months, you will be required to do hands-on work and work on tickets as well. If you have a strong technical background, you enjoy building teams and processes from scratch and helping customers and work in a fast-paced startup environment, this is an exciting opportunity for you!
Responsibilities:
1. Team Leadership:
Hiring talented Tier 2 support engineers based on hiring plan and build an onboarding process for new hires
Provide leadership, professional guidance, and mentorship to a team of Tier 2 support engineers
Foster a collaborative and supportive team environment that encourages knowledge sharing and professional development.
Set clear goals, KPIs and expectations for team members and provide regular feedback on performance.
2. Technical Expertise:
Serve as a subject matter expert on anything related to the product and implementation best practices.
Assist support engineers in resolving complex technical issues and escalations.
3. Client Support:
Act as the primary point of contact for Tier 2 escalations from external or internal clients, ensuring timely and effective resolution of issues.
Responsible for proactive communication with clients in relevant scenarios
Gather feedback on service delivery.
4. Processes and Workflows:
As the team is built from scratch, streamline processes and workflows will need to be defined and continuously optimized, to enhance the efficiency of Tier 2 operations.
Work closely with cross-functional teams to implement improvements and best practices.
Monitor key performance indicators (KPIs) to track the effectiveness of support operations and drive continuous improvement initiatives.

We are looking for a Tier III candidate that has excellent soft skills and willing to jump-in to assist team members and solve challenging customer issues. The Tier III support engineer will report into a Regional Manager or Regional Director.
Job Duties:
to continually expand knowledge of product to successfully solve challenging issues and mentor team members.
and troubleshoot issues between our application and customers ERP system including but not limited to implementation and configuration.
logs, configurations, and workflows to resolve issues.
workflows or SQL issues causing product failures.
with multiple teams to resolve issues within SLA and provide needed information to teams to resolve the issues.
knowledge base articles and educate/train team members on resolution and troubleshooting approaches.
resolution clearly and concisely verbally or written.
best workflow, implementation and utilization practices promoting customer success and product adoption.

We are looking for a Senior Technical Support Engineer to join us!

On your day-to-day work, you will act as an escalation focal point for Customer Technical Support teams for Tier 1 Support, and Operations teams. Be responsible for performing deep investigations and solving complicated issues.

Main Responsibilities:
Acting as Tier2+3 support escalation team member, investigating, and solving customer and monitoring issues.
Triage support tickets
Conducting root cause analysis
Working closely with DevOps and Embedded teams in the R&D organization to resolve customer issues quickly and effectively.
Prioritizing customer issues according to their business priority.
Acting as the technical leader: mentoring fellow engineers and employing technical expertise in driving decisions.
Identify support tools gaps, enhance needs, and propose solutions.
Understanding business requirements and converting them into ticket/issue resolution.

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 a ServiceOps Engineer.
What You'll Do:
Communicate with a customer in e-mails, JIRA items, and conference calls.
Provide Tier 3/4 services for internal and external entities, provide high level of support to meet the customer SLA, and minimize escalations to R&D.
Interface with various Departments, R&D and Customer Support groups to address product issues in complex environments.
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
Prioritize, monitor, and be responsible for the progress of all problems reported.
Manage critical escalations during on and off hours.

We are looking for a highly motivated support engineer to join our team and help us shape the future of internal developer portals.

Upon joining, you will help customers and users build their internal developer portal, setup integrations and configure self-service actions.

Our mission is to help organizations build their internal developer portals with ease and improve the developer experience and platform engineering processes.

What you'll do:
we believe incredible customer support is a must-have. Your role will encompass answering technical support questions, assisting users and customers as they use the product and building a knowledge base that will make using the product and its documentation easier.

Beyond technical work, you'll assist in planning, grow our engineering team's skills, and help recruit new talent. By contributing to our open-source projects, you will also take part in maintaining open sources and collaborate with developers around the world. you won't just build; you'll shape the future of developer experiences.

Who You'll work with:

As a Support Engineer, you'll be joining a collaborative and dynamic support team where the customer and his needs are heard.

You'll closely collaborate with our Developers, Product Managers, Customer Success and Sale Engineers, working hand in hand to help bring our developer portal product to life.

Your input and expertise will have a significant impact on the product's development, as you will experience first-hand the common questions and areas where the product can be improved.

Additionally, you will have the opportunity to work closely with our customers and engage with our product community. Your insights and interactions with them will play an important role to ensure we deliver the best product possible.

Together, we'll continue to empower platform engineers and developers worldwide, providing them with the tools they need to create seamless and robust developer portals. Join us in our mission to revolutionize the developer experience

We seek a visionary and customer-focused Technical Customer Service Representative to join our team. In this role, you will engage with our global customers during the sale, post-sales process, onboarding, and the ongoing customers' lifecycle. This is an opportunity to join a Rocket Ship to take part in making the future of digital communication today, with a great opportunity to grow into Tier 3 support engineer position.

Working days/hours: Monday-Friday, 09:00 -17:00 Eastern Time (ET)

Responsibilities:

Own and manage issues and see problems throughout resolution
Research, diagnose, troubleshoot, and identify solutions to resolve issues, keeping a positive and can-do attitude
Work directly with Tier 3, R&D, QA, and Product Management on issues upon full resolutions
Be a focal point for the customers' needs and become a trusted advisor with them by deeply understanding their business and aligning their needs with our solutions
Ongoing assistance to customers with onboarding new accounts
Monitor customers' status and identify both areas of concern and growth opportunities
Be a part of building and expanding the companys Global Support Services

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 seeking a skilled and hands-on Senior Technical Account Manager
The ideal candidate will have a proven track record working with enterprise customers with mission critical environments, ability to lead complex technical discussions and own customer relationships.
As a Senior Technical Account Manager, you will be at the forefront of our commitment to delivering unparalleled service to our top-tier customers in the EMEA region.
This role is pivotal in understanding our customers' business goals and priorities, proactively assisting them in achieving desired outcomes, and ensuring the efficient adoption of our products.
If you thrive in a dynamic environment, excel at technical problem-solving, and are passionate about building lasting customer relationships, we invite you to be an integral part of our dedicated team.
What You'll Do:
Establish and nurture relationships with top-tier EMEA customers' decision-makers
Provide timely recommendations and proactive assistance to achieve customer outcomes
Serve as a guide, ensuring customers maximize the value of our products and services
Cultivate Trusted Advisor relationships, offering insights and strategic guidance
Ensure proactive communication during service disruptions, maintaining transparency.
Advocate for customers during high-severity cases, fostering long-term partnerships
Collaborate with Engineering and Product teams to address customer needs and drive improvements.