לוח משרות דרושים תמיכה טכנית - תוכנה במרכז

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team.
You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams.
You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools.
You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.
You Will:
Work on a complex cloud environment that serves customers.
Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
Define monitoring tools on top of the current team tools to lower the team response time.
Analyze logs and understand scripts.
Triage and prioritize incoming issues and bugs.
Job number- R_100832.

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.

We're looking for Technical Support Engineer as part of the Support Team, based at our technically advanced R&D Center located in Tel Aviv. As a member of the world wide support team, the Technical Support Engineer will provide product support services to Impervas customers and prospects.

As our Technical Support Engineer, you will have the opportunity to work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success and Sales teams to improve our product and technical processes.

Responsibilities
Be first in line to analyze and troubleshoot incoming technical issues from our customers via Email and Zoom sessions.
Provide technical know-how and best practices to ensure proper implementation of product, you will own and monitor issues from the start to resolution
Work closely with the R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationships with customers all around the world
Provide timely information to customer-facing teams to improve overall customer satisfaction
Create and improve internal knowledge base articles
Work directly with management to create and improve current support procedures

As a Technical Documentation team lead you will primarily be responsible for leading the definition, creation, updating and publishing of API documentation to its customers

Represent the technical writers team, build relationships with product managers, R&D, architects, marketing, support and sales engineers locally as well as remotely in a globally distributed organization
Lead the technical writers, content strategy, and content operations
Determine resourcing and prioritization of issues affecting product docs teams as well as the the team tasks and load
Advocate for best practices in product documentation, documentation as a key component of delivering our products, and demonstrate the value of documentation to the business
Advocate and implement best practices in tooling and automation of API reference based on OpenAPI and SDK code snippets
Help your team succeed and provide the most advanced and up to date documentation to customers.
Actively research and implement content, format, and technical standards changes to improve the usability or production of the customer documentation.
Manage the documentation release process ensuring that the required reviews and quality control processes are followed before publishing.

We are looking for a Tier 1 Support Agent.
As Tier 1 support agent, you will serve as the front line to our valued customers. Youll receive, analyze, and resolve customer requests via our live chat and ticketing system.
You will communicate with customers, to help them create websites by asking technical and professional questions.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll learn about our technology and collaborate with support professionals from around the world to improve the creative process that defines tomorrows web.
Responsibilities:
Receive, analyze, and resolve customer requests via live chat and ticketing
Determine the best course of action that will lead to the quick and successful resolution of customer requests
Solve customer problems in a professional, empathetic, and courteous way
Continuously learn about our new features and apps in a highly dynamic environment.

We are looking for a Tier 1 Team Leader.
As Tier 1 Team Leader, youll oversee the daily operations of one of our Tier 1 technical support teams.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll lead a team of tech support agents, ensuring they meet our KPIs to provide optimal customer support. Youll collaborate with our global team to continuously enhance our users customer experience.
Responsibilities:
Oversee the day-to-day operations of your team
Provide direct supervision of technical support staff, including recruitment and evaluations
Mentor your team members and provide oversight, coaching, and training to meet KPIs
Collaborate with other team members and departments to generate greater knowledge and enhance customer experience

We are looking for a Tier 2 Team Lead to join our Support Department. In this role, you will play a pivotal role in ensuring seamless operations and achieving key performance indicators.
Your responsibilities will involve collaborating with cross-functional teams, including Account Managers, Partner Success, and R+D, to optimize workflows that genuinely address business requirements. Additionally, your technical expertise in JS, HTML, and CSS will be crucial in delivering exceptional customer service and tackling complex technical challenges.
What will you do:
Manage a team of Tier 2 Technical Support Specialists
Analyze metrics and maintain team KPIs
Collaborate with Account Managers, Partner Success and R&D teams
Become an expert in web accessibility
Drive excellent Customer Satisfaction by understanding and delivering against Customer expectations
Manage and provide resolutions to escalated tickets from tier 1 to help provide the best service for our clients
Escalate issues to R&D as needed and follow up diligently on those issues.

Job ID : R_100832.

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:
Work on a complex cloud environment that serves customers.
Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
Define monitoring tools on top of the current team tools to lower the team response time.
Analyze logs and understand scripts.
Triage and prioritize incoming issues and bugs.

We are looking for a IT Support Specialist.
In this role you will:
Be a part of our HelpDesk team providing IT Support solutions including PC troubleshooting and repair, managing networking devices, email solutions, security solutions, Windows and Linux servers and other On-Prem systems in the company along with Azure Cloud environments.

Required Technical Support Engineer
The opportunity:
You will be a part of the R&D team providing support to our 1st tier customers. You will work closely with the product development and QA teams to solve problems arriving from our customers. You will build and define the the support operations processes and apply it on your day to day work.
You will have great opportunity to impact the organization as the first support person on the team.
What you'll be doing:
Provide technical point of contact for our project/product managers, business owners and performance team with any technical issues that may rise.
Establish the correct processes and work methodologies required for the team to be able to provide the right support.
Work with development and QA teams to investigate and solve technical issues within the client and backend domains.
Communicate internal stakeholders and ensure that they are well informed of the progress and plan.
Prioritize and manage multiple issues from customers on our products and platform, simultaneously.

We are looking for a Technical Support Engineer.
As a Technical Support Engineer, you will take ownership of technical escalations and act as the central point of contact for various operational teams. Your primary focus is helping our customers make the best use of our global financial automation platform to conduct their business without any disruptions. Your focus will be on timely investigation and resolution of highly complex and technical issues in collaboration with the engineering and product teams while ensuring the best customer experience.
In this role, you will be responsible for:
Provide expert technical support to our internal operational teams, specifically addressing Platform-related issues.
Play a pivotal role in upholding customer trust by consistently working alongside our internal operations teams to address a diverse range of complex use cases until resolution.
Take charge of technical escalations, acting as the primary liaison for all relevant teams.
Thoroughly investigate and troubleshoot complex Platform and user-related issues, including failures, and errors.
Conduct in-depth analysis of system logs to pinpoint the root causes of issues.
Engage in close collaboration with cross-functional teams, including Engineering, Product, and Operations, to efficiently resolve customer problems.
Help craft root cause analysis documents and find proactive solutions to stop issues from reoccurring
In this role, you may need to engage with senior leaders, including Directors, VPs, and C-level executives, when payment technical issues are escalated to this level.
Maintain internal documentation and actively engage in knowledge-sharing with fellow team members.
Ability to comprehend complex workflows and collaborate effectively with the R&D department.