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.

We are seeking an experienced and driven Professional Services (PS) Team Lead for our growing customer success team. In this pivotal role, you'll lead and develop a team of professionals, manage client onboarding, oversee project delivery, and ensure high service quality. Your expertise will be crucial in building client relationships and steering service enhancements based on feedback and industry trends.
This position offers a dynamic and rewarding opportunity to impact our services and drive excellence.
Responsibilities:
Lead our PS team, which includes the following responsibilities: onboarding processes for new client account implementations, training, CS ops, and ongoing technical support
Manage a team of professionals, ensuring high performance and effective service delivery. This includes mentoring, coaching, and developing team members
Oversee multiple projects, prioritize, and ensure they are delivered on time and to the client's specifications. This involves planning, resource allocation, and risk management
Establish robust foundations for strong client relationships through a comprehensive understanding of their unique needs, an efficient and streamlined onboarding process, and a consistent commitment to professionalism in all service delivery
Contribute to the development of new services and the improvement of existing services, both internally and externally, based on client feedback and market trends
Ensure the quality of services delivered by the team meets both internal standards and client expectations
Use data to inform decisions and strategies for improving onboarding processes and customer service standards
Collaborate closely with cross-functional teams, including Customer Success, Sales, and Product, to ensure efficient and top-of-the-line customer service processes
Act as a key point of contact for resolving complex issues and challenges faced by the team or clients.

We are currently in search of an Escalations Engineer to join our R&D team. As an Escalations Engineer, your primary responsibility will be to assist our R&D team with resolving and handling technical issues raised by our support team. You will be working closely with both R&D and support, deep dive into the code and have a direct impact on customer satisfaction and product improvement. Youll have hands-on experience with our tech stack and become an expert on the product.

Responsibilities
Be the first line of contact for bugs raised by customer support and run a thorough analysis of complex technical issues.
Serve as a focal point and work closely with various teams, including R&D, product, and customer support, to increase customer satisfaction and improve our product.
Work with technical teams, including DevOps and engineering, to build an arsenal of internal tools and automations to be used by various customer-facing teams.
Know the product inside and out and provide training for the customer-facing teams.
Contribute to both customer-facing and internal documentation manuals

We are looking for a Customer Support Engineer, who will become part of the company and take on several different responsibilities.
As a Customer Support Engineer, the primary responsibility is to ensure the success and satisfaction of our customers by providing exceptional support and technical assistance.
The Customer Support Engineer is the main point of contact for customers seeking help with our products and services, and work closely with the Technical CSMs and CSMs to address their needs effectively.
Long story short, you will:
Provide prompt assistance to our customers via various channels and participate in meetings to efficiently resolve issues. Troubleshoot technical issues and meet response time targets.
Prioritize and manage customer inquiries through our ticketing platform. Escalate issues to the ProDev team as needed for resolution.
Maintain expertise in our products and features, sharing knowledge and best practices with customers.
Diagnose and resolve technical issues effectively, collaborating with the engineering team to address product bugs.
Create and maintain knowledge base articles and troubleshooting guides, sharing insights and best practices with the team

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

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.

Come build community and explore your passions. This opportunity will allow you to bring your aspirations, talent, potentialand excitement for the journey ahead.
This highly visible role will have you working closely with other disciplines including, software engineers, program managers, partners, business groups, and data center engineering teams. You will need an excellent combination of relevant technological knowledge, cross-group collaboration skills, communication and negotiation skills, relationship-building skills, and planning skills. You will also need a sense of urgency to get things done efficiently-working both independently and as part of a team. You understand the need for implementing and following processes across the service ecosystem.
Interns work on real-world projects in collaboration with teams across the world, while having fun along the way. Youll be empowered to build community, explore your passions and achieve your goals. This is your chance to bring your solutions and ideas to life while working on cutting-edge technology.
mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
As a Service engineer you will be responsible for planning, project management, documenting processes, developing specs, and providing status updates on all release-to-web activities.
Plan, design and drive operability requirements, standards, processes, and practices.
Monitors and takes action on telemetry data and performs basic analyses to triangulate failures that are affecting the system availability, reliability, performance, and/or efficiency, with guidance from other engineers. Develops scripting and/or automation used in monitoring based on observations
Assists in the implementation of reliable, scalable, and high-performance solutions across teams. Contributes to design documents.Owns implementation plans. Maintains quality checklist and related documentation with guidance from other engineers.
Release and deploy: deploy and run services in production.
Operate (and optimize): ensure data delivery and customer satisfaction with an eye on improving operational practices and procedures.

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.

we are looking for a technical engineer with knowledge in the IT and software worlds who is willing to join a fast-paced, high-energy escalation team working on resolving customer issues, designing large complex deployments, improving company products, and training other tiers. Successful candidates will need to have excellent organizational, communicational, self-management and self-learning skills.

Essential Functions:

Troubleshooting complex software modules based on written and verbal descriptions provided by technical support, sales, account managers, and customers.
Participation in internal and external calls to provide technical insight into the issue experienced by the customer and provide fixes and workarounds.
Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being implemented into the products.
Creation and delivery of training materials for technical support and sales engineers.
Participation in the creation of internal knowledge base articles.
Participation in the software early availability activities, deploying beta code, troubleshooting, and delivering feedback.

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.