לוח משרות דרושים תמיכה טכנית - תוכנה

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart French business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned

This role will report to a Customer Support Manager/ Senior Manager and will contribute directly to Support efforts with a focus on troubleshooting and responding to escalated issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

The ideal candidate for this role will have a consistent 5 day work schedule with the ability to work standart German business hours from Monday through Friday.



What your day will look like:

Deliver high-quality, timely responses to support tickets received via email, phone or chat
Focuses on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills
Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff
Utilize and contribute to support-related documentation, processes, and workflows
Provide DESS (Dedicated Enterprise Support Specialists) services to our Platinum customers to ensure customer expectations and satisfaction are met
Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders
Be an expert in all things so that you can effortlessly translate complicated technical concepts into direct and effective terms for customers to understand
Continuously update your knowledge with product developments, policy changes, known issues, and user feedback.
Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments
Other projects as assigned

Required Senior Cloud Support Engineer (Tel Aviv)
The Senior Cloud Support Engineer is the most critical role.
You will be the face of the company externally when discussing solutions, building relationships with our customers, and providing valuable feedback internally to our engineering teams to help improve our products and services. Youll be joining a team and company where you will be challenged, but also grow and be recognized as a champion with your contributions to us.
This role is based in the Tel Aviv office. You must be able to communicate a technical and professional level in both Hebrew and English.
What Youll Do:
Troubleshoot and solve customer issues on their deployments (on-prem and cloud)
Support cloud deployments including monitoring and answering customer inquiries
Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product
Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform
Become demo certified and lead a three-pillar demo to customers
Participate in product conversations with internal teams based on feedback from client interactions
Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices
Train as a highly knowledgeable specialist in one or more component area(s).

Required SW Support Specialist.
Full time.
Location- RA'ANANA.
About the company:
Our company is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries.
Our company is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe.
For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments.
Today, our company transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the worlds leading retailers, restaurants and financial institutions.
We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers technology systems.
Our customers are at the center of everything we do.
Our mission is to enable stores, restaurants and financial institutions to exceed their goals from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth.
Our solutions empower our customers to succeed in todays competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries.
Our company has earned the trust of businesses large and small from the best-known brands around the world to your local favorite around the corner.
provide MN support (L3).
Tracking trends in the support and build plan to reduce Inc.
Experts in DB analytics (SQL server , BI).
Offers of employment are conditional upon passage of screening criteria applicable to the job.

As a Technical Support Engineer , you will report to the Sr. Director of Field Engineering. You will play a central role in the Field Engineering team. You will have highly technical peers across all time zones who work collaboratively with you to solve customer problems and share their experiences to achieve the maximum value from our solution.

What youll do:

Engage with customers to ensure their success in their automation journey leverage of the solution (Solution Adaption).
Support customers with their technical needs and queries.
Represent in events and conferences.
Influence the features and roadmap of solution based on customer needs.
Keep current with the latest technology trends related to the Security and Security Automation landscape.

As a Tier 3 Support Engineer, you will be in charge of taking full ownership of customer technical issues globally, leading internal escalations, maintaining the knowledge base, providing product feedback, and managing support-related projects.

You will play a pivotal role in our venture-backed startup, recognized by Gartner and Forrester, contributing to transforming the security landscape with our cutting-edge Cybersecurity Experience (CSX) Platform.

Key Responsibilities
As the Tier 3 Support Engineer, you will be responsible for:

Taking full ownership of customer technical issues for Perimeter 81's customers, including initial troubleshooting, identification of root causes, and issue resolution and communication

Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams

Designing and maintaining the Perimeter 81 knowledge base, keeping it up-to-date with relevant information

Providing product feedback and insights to internal teams

Managing internal projects related to support such as training and support readiness for release

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

We are looking for a Senior Systems Reliability Engineer to Join our all-star Dev Support team and play a critical role in our mission to provide the best possible technical support for our Data Science Platform.

The Dev Support Teams responsibility is to investigate and solve intrinsic problems, find smart and elegant workarounds (written in Python and Bash), build, and characterize support tools and utilities.

You should be willing to travel abroad to customers and work at irregular hours.

What Youll Do:
Maintain good internal and external customer communication and minimize escalations to R&D.
Take full ownership of customers technical product issues, from initial troubleshooting and writing RCAs, to resolution and communication.
Prioritize daily missions/tickets and manage critical escalations.
Work closely with our developers, product managers, and architecture team.
Provide the field with proper procedures on our operation and maintenance.
Create and lead support improvement processes across the company.

We are looking for a talented Tech Support Engineer, who is comfortable and experienced in the a customer-facing role, where you will be working with leading enterprise organizations and startups via several channels, interacting with other departments like R&D, Product and other teams to make sure clients issues are solved while maintaining high-quality deliverables.
You will provide timely and accurate customer feedback while using effective questioning techniques to get the issue solved within time. This is a full-time role, Monday-Friday or (Sunday-Thursday)
What youll do:
Provide timely and accurate customer feedback, while using effective questioning techniques to get the issue solved within the time
Handle issues through our ticket lifecycle which includes acknowledging receiving the ticket, triage/troubleshooting, resolving the issue, and communicating to the client.
Provide end-user support using Zendesk, make sure to follow us
Support procedures and best practices using the right macros, triggers and automation tools and maintain internal and external documentation.
Contribute to our growing knowledge base of articles.
Act as a liaison person between several internal departments and end-users.