לוח משרות דרושים תמיכה טכנית - מחשבים ורשתות במרכז

We are seeking a hands-on, customer-focused Technical Support Team Lead to manage and scale our Tier 12 support operations. You will lead a team of support engineers, drive operational excellence, and serve as the escalation point for complex issues. This role is critical to ensuring Shields customers receive timely, high-quality support across our SaaS platform.

What youll do:
Lead and mentor a team of technical support engineers based in Israel and Portugal, ensuring SLA adherence and high customer satisfaction.
Serve as the first escalation point for complex technical issues, coordinating with Tier 3, R&D, and DevOps as needed.
Oversee incident triage, classification, and resolution using Zendesk and internal tools.
Maintain and improve support workflows, including ticket hygiene, backlog management, and knowledge base usage.
Collaborate with Product, Engineering, and Customer Success to escalate bugs, prioritize fixes, and improve product usability.
Monitor support KPIs and generate reports to identify trends, gaps, and opportunities for improvement.
Participate in hiring, onboarding, and training of new support team members.
Contribute to the development of internal SLAs and support playbooks.

We are looking for an experienced Technical Support Engineer who will act as the first point of contact for any question raised by our customers, as well as proactively monitoring systems. Youll be part of a technical team solving complex issues, working with bleeding edge technology, and keeping our customers satisfied and informed. This position is based in Ramat Gan and we operate on a hybrid model (3 days at the office/2 days remote).

What youll do:
Respond to customer technical support requests via phone, email, and ticketing system (Zendesk) in a timely and professional manner.
Proactively diagnose and resolve complex technical issues related to software, and application problems.
Taking disparate and undefined customer issues and breaking them down in order to escalate and communicate issues clearly in a technically clear manner to R&D when necessary you can clearly match issues to the appropriate system components, collect logs, run tests and replicate issues.
Document with extreme clarity all customer interactions and solutions in a ticketing system for tracking and following-up creating and updating help document processes, how-tos etc.
Work closely within workgroups and ad-hoc with other teams such as Product, R&D, and Operations to ensure customer issues are resolved promptly and effectively.
Participate in on-call/shift rotation and provide ad-hoc after-hours support for projects as needed.

As a Technical Support Specialist, you will be responsible for the analysis, processing, technical recommendation and resolution of technical inquiries, cases and requests from all customer segments.
The role is customer-facing support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls. Collaboration with customers to deliver superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
The ideal candidate should be flexible, detail-oriented, have a strong support background and highly skilled at working with customers directly. The position requires willingness to be trained in one of our Continuous Testing Platform which include but is not limited to the following: Tosca, qTest, NeoLoad, LiveCompare, Vera, Test Automation, Testim and Data Integrity.
The position requires the candidate to be detail oriented, work with minimal supervision, good research skills and above-average problem solving skills to handle simple to more complex customer cases. In addition, a good background in system analysis, design and functional support is needed to determine potential software bugs.
The position will also require the candidate to work closely with our R&D team and with Customer Success on customer-related issues and tasks to ensure our customers receive a product-tailored appropriate solutions.
The position will also give the candidate the the opportunity to troubleshoot and support various software configurations and run appropriate testing & diagnostics, providing our customers with professional technical support. Youll collaborate with the R&D and product teams, and learn about software engineering processes.

We are looking for a high-energy, driven Support Engineer to join our organization! We are an industry leader in knowledge management, working with Fortune 500 enterprise-level customers. If youre interested in the intersection of technology, innovation, and knowledge, this is the place to be.
The Support Engineer will be part of our Support team and represent us as the professional authority in ongoing work with the technical factors from the clients side.
Responsibilities:
Provide support as part of our mini teams that manage our customers
The Support Engineer will work closely with the client account manager, his direct team leader and other members of the support team, as well as corroborate with Ops and the Development teams

Were Hiring! Application Support Specialist
We are expanding and looking for an Application Support Specialist to join our team!
As part of our support team, you will provide assistance for company systems to clients across the country.
Responsibilities:
Identifying customer needs, diagnosing technical issues, and assisting in finding and implementing solutions.
Providing one-on-one training and guidance.
Delivering professional customer support in various fields.
-Collaborating closely with the development team.

We are a young, dynamic hi-tech company looking for a hands-on, highly dedicated Technical Support Engineer who is ready to take the next step toward team leadership.

This is a hybrid role that combines Tier-1 technical support responsibilities with ownership of support team processes and training. You will not only become a go-to expert on our platform but will also help shape how support is delivered by leading initiatives, improving workflows, and mentoring new team members.

Its a fast-paced, high-touch environmentideal for someone hungry to grow, passionate about customer success, and eager to help scale a world-class support function from within.

Responsibilities:
Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
Guide customers through platform features, API integrations, and SFTP connections.
Drive and document support workflows, training plans, and internal processes to ensure team effectiveness.
Proactively mentor and support junior team members, taking initiative to train and upskill where needed.
Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
Provide product education and support to clients, helping them understand platform functionality.
Flexible to work Fridays if needed, with occasional evening and holiday shifts.
Being on call for urgent issues as part of a regular rotation.

We are seeking a skilled Senior Technical Support Engineer to join our team in Israel.

In this role, you will play a crucial part in supporting our customers throughout their journey, from presale consultations to post-sale technical support. You will work closely with our R&D engineers to ensure seamless integration and resolution of technical issues. Additionally, the role will involve aspects of solution engineering, where you will contribute to designing and implementing tailored solutions for our clients.

Responsibilities
Provide expert technical support to enterprise customers during presale engagements and throughout the post-sale lifecycle.
Collaborate with R&D engineers to investigate and resolve complex technical issues.
Contribute to the design and implementation of solutions that meet customer needs and enhance product functionality.
Document and communicate technical solutions clearly to both technical and non-technical stakeholders.
Participate in product testing and quality assurance activities as needed.

We're hiring a Global Customer Support/Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud.

Your Arena:
Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower our end-users.
Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the companys growth.
Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.

As part of our rapid growth, we are looking for an IT Support Engineer to join our team in Tel Aviv.
The IT Support team is the backbone, ensuring our employees have the tools and support they need to be successful. We are dedicated to providing exceptional technical assistance, resolving complex issues, and empowering our team to focus on their core responsibilities.
As a Support Engineer Level II, you will contribute to our IT support team, providing advanced technical support and acting as an escalation point for complex issues. Your ability to analyze and resolve technical problems effectively will be essential to maintaining high levels of employee satisfaction.
We are seeking a technically proficient and customer-oriented individual to join our IT support team. The ideal candidate possesses a strong technical foundation and has a proven ability to resolve complex issues.
This role requires 3-4 days per week, starting with a 5am shift and working the remaining days from the Tel Aviv office on a 9 am to 6 pm shift.
What You'll Do-
Provide expert-level support for endpoint devices (Mac & Windows), applications, and advanced technologies.
Troubleshoot complex IT incidents and ensure timely resolution, independently and in collaboration with IT Engineering.
Serve as the escalation point for IT support issues across the company.
Manage employee onboarding and offboarding, including hardware provisioning and access setup.
Administer and support core IT systems (Okta, Google Workspace, Zoom, Slack, Zendesk).
Oversee office IT infrastructure (AV, desk setups, networking) at our locations.
Maintain and update our internal knowledge base and troubleshooting documentation.
Identify opportunities to improve internal processes and drive operational efficiency.
Ensure compliance with IT security policies and procedures.
Take part in an on-call rotation to handle urgent issues 24/7.
Track tasks and tickets via Jira/Zendesk, reporting regularly to IT leadership.
Assist with hardware lifecycle management, including device imaging, deployment, and decommissioning.