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Our company is revolutionizing the way companies connect with their customers and audiences.
We enable B2B marketers to fully manage and optimize social media to drive their businesses forward in a scalable and measurable way.
Leading B2B organizations all over the world such as ACI Worldwide, Snowflake, and Fujitsu are using our company to improve and understand their social presence in order to make better business decisions.
We are a global, fast-paced, and innovative start-up with offices in Ramat Gan, London, and Grand Rapids (MI).
As a Product Support Manager you will manage the Product Support Specialists to uphold the company SLAs while delivering fantastic first and second-level customer support.
Responsibilities:
Manage a small team of global product support specialists.
Actively respond to customer inquiries and drive issues to resolution.
Ensure that the support team is in compliance with the companys support SLA.
Be available and demonstrate going above and beyond for the team and customers.
Flexibility in availability to meet customer needs, support the team, resolve issues promptly, and uphold service standards.
Develop the product help center to improve self-service support.
Develop and improve internal processes to accelerate support quality and response times.
Work with stakeholders across disciplines to solve issues.

As a Solution Engineer
, you will play a pivotal role in partnering with our sales team and customers to provide innovative technical solutions. Your expertise in areas such as Rabbit MQ, scripting languages, cloud and Kubernetes platforms, and database querying will be instrumental in driving successful customer integrations and enhancing our product offerings.

Sales Collaboration: Join sales calls globally to address technical queries and design tailored technical solutions.

Customer Testing Support: Guide customers through testing phases, tackling complex technical challenges to improve conversion rates and reduce testing duration.

Integration Leadership: Partner with Customer Success Managers (CSMs) during customer integration phases, leading technical processes for a seamless and efficient experience.

Process Enhancement: Document customer interactions, reflecting insights to the product team, and collaborating on technical documentation, SDKs, and best practices.

Responsibilities:

Pre-Production Testing: Conduct necessary tests with customers pre-production, and drive product and R&D teams to develop tools enhancing this process.
Technical Account Management: Act as a technical account manager, participating in regular calls with the CSM team.
Proactive Monitoring: Monitor customer behaviors such as usage patterns and API interactions, proactively addressing potential issues with the CSM team and customers.
Support Team Escalation Point: Serve as the escalation point for the support team for connectivity and API-related issues.

We seek a customer-focused Technical Support Engineer to join our dynamic support team.

As a Technical Support Engineer , you will provide exceptional technical assistance and troubleshooting to our clients, ensuring their seamless experience with our platform. Your expertise and dedication will be crucial in driving customer satisfaction and loyalty.



In this role you will
Develop a deep understanding of data integration platform, staying up-to-date with new features and enhancements
Deliver timely and effective technical support via various channels, including ticketing system and online meetings, addressing inquiries, issues, and concerns promptly and professionally.
Investigate and resolve technical problems reported by clients, escalating complex issues to the appropriate teams for resolution.
Collaborate closely with cross-functional teams, including product development and engineering, to ensure prompt issue resolution and continuous product improvement.
Assist in conducting product training sessions for clients, empowering them to utilize Rivery's platform efficiently.
Accurately document support cases, tracking their progress from initiation to resolution and keeping clients informed throughout the process.
Contribute to the development and maintenance of our knowledge base, creating helpful articles and resources for self-service support.