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Required Customer Support Engineer
As a Technical Support, you will be regarded as a product expert and, as such, you will be involved in daily technical operations and escalations. The main responsibilities include performing customer installations and technical evaluations, developing and testing and solutions in strategically and tactically significant applications and use cases, including File protocols, Machine learning, Object Storage, and high-performance computing, at customer sites and in the lab. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team.

Customer Field/Support Engineer
We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of our company at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance.
Responsibilities
Provide Tier 13 technical support, including issue reproduction, troubleshooting, and documentation of system events.
Perform onsite and remote installations of our company products worldwide.
Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
Conduct onsite customer training during initial installation and as needed thereafter.
Work closely with customers to engineer and optimize solutions integrating our company products.
Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations.
Manage assigned support cases and maintain accurate records in the companys tracking system.
Document all service and installation activities through detailed reports and logs.

As a key player in the fleet mobility industry, we need service-oriented, self-motivated individuals with excellent organizational skills and a willingness to learn new technologies.

This is a fast-paced role where providing top-tier technical support is essential. You'll also play a key role in sharing product feedback based on client pain points and contributing to various initiatives that drive our growth.

The position is shift-based and requires work during weekends.

What You'll Do

Serve as the frontline technical problem-solver for high-value enterprise customers, diagnosing and resolving complex product issues under pressure
Apply advanced troubleshooting techniques to tackle challenging technical problems when standard solutions fail
Master entire product ecosystem and continuously expand your technical knowledge to stay ahead of evolving features
Collaborate directly with Product and R&D teams to investigate critical bugs, escalate urgent customer pain points, and influence product development
Take part in customer meetings, help with integrations, and dive deep into real-world use cases to understand exactly how our solutions are being implemented with our products.
Provide expert guidance on product configuration to optimize performance for each customer's unique environment

we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:
Contribute to the development of documentation to streamline support processes.

Lead a Lab support team: setting goals, KPIs, controlling SLA, managing priorities.
Lab equipment planning, purchasing and accounting.
Planning new installations and supporting existing setup.
Designing and configuring Networking.
Perform monitoring, maintenance, cleaning the labs.
Communicate with R D Teams, local IT, local contractors to build and configure the Lab.
Report status and progress on lab activities to management on frequent cadence.
Manage ETAs and users expectations.
Control patching, cabling, electricity, air conditioning, water and fire protection.
Distribute, install and connect equipment physically in the lab: switches, servers, RPDs, CMs, PON equipment.
Maintain Labs Storage, virtual platform and backups.
Maintain setups and equipment documentation: Confluence, Jira, Visio, Etc.
Working on automation and Lab improvements

We are looking for a talented Escalations Engineer to join our team!

In this key role, youll debug and implement solutions for complex customer problems, design tools and environments for debugging and supportability, and serve as the technical bridge between our engineering and delivery teams.



Responsibilities


Serve as the primary engineering contact for critical customer escalations, ensuring timely and effective resolution of complex technical issues.
Debug, reproduce, and implement solutions for problems reported in customer environments.
Build and maintain advanced test setups that simulate real-world customer scenarios.
Analyze system logs, performance metrics, and network traces to identify root causes and drive permanent fixes.
Collaborate closely with R&D to improve product supportability and overall reliability.
Provide technical leadership and consulting to field engineers, delivery teams, and customers during escalations and product rollouts.
Document findings, create technical knowledge articles, and contribute to internal tools and processes for continuous improvement.
Lead post-incident reviews (RCA) and communicate insights to engineering and support stakeholders.
Continuously expand knowledge of CTERAs products, storage protocols (SMB/NFS), file systems, and network topologies.

GeoEdge is a global leader in ad security and quality solutions, trusted by top publishers, app developers, and ad platforms worldwide. Our mission is to keep the digital advertising ecosystem safe and transparent, ensuring users everywhere enjoy a clean and trustworthy online experience. We’re expanding our Support Team and looking for a Support Engineer with a strong technical mindset, excellent communication skills, and a passion for solving problems and helping customers succeed. As a Support Engineer, you will act as the technical point of contact for our clients - investigating complex issues, managing escalations, and working closely with our R&D and Product teams. You will be part of a friendly and professional team based in Tel Aviv, supporting customers around the world. Responsibilities
* Resolve incoming client issues via email, chat, and Zoom/Meet within defined Service Level Agreements (SLAs).
* Investigate and analyze client requests by utilizing available tools, databases, and logs to identify root causes and recurring patterns.
* Manage and prioritize support tickets using Jira (or similar systems), focusing on the most impactful cases and ensuring timely updates to customers.
* Collaborate closely with R&D and Product teams to troubleshoot and resolve complex or escalated issues.
* Escalate critical or complex cases to Tier 3/R&D teams with clear and detailed documentation.
* Maintain accurate records of issue statuses and provide updates to clients and management when necessary.
* Contribute to internal documentation, knowledge bases, and best practices to enhance Support processes.
* Uphold customer service guidelines and ensure a high level of customer satisfaction, representing GeoEdge’s customer-first approach.
* Participate in weekly stand-up meetings and report on open cases and progress.

The Technical Operations Team acts as a bridge between Customer Support and R&D.

We investigate and analyze issues, escalate bugs to development when needed, and support engineering in reproducing and resolving them.

The team also manages our HubSpot platform and maintains our public API documentation.

We're looking for a hands-on, curious and resourceful technical support professional to join us!

What you'll do:
Investigate complex tickets and edge cases
Communicate with users and developers working with our API
Collaborate with support, dev, and product teams
Report bugs and help dev teams reproduce them
Manage HubSpot database and monitor syncs
Maintain and own the public API documentation
Run scripts for HubSpot integrations
Use Databricks and logs to identify and diagnose issues quickly