דרושים » הנדסה » Technical Supervisor

We are looking for Video Operations.
What youll do:
Oversee all the video operations activities on your assigned shift, multi-task and prioritize real-time issues, investigating and escalating issues while following escalation protocols.
Perform in-depth troubleshooting and resolve technical difficulties and complicated issues that were escalated from customers or our support team.
Analyzing APIs, investigating logs, working with internal systems, opening JIRA tickets to R&D production teams, raising flags about wide and urgent issues.
Full-Time position, working in 24/7 shifts, including weekends and holidays.

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 our 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 our 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.

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: The IT Support team ensures the production and development environments are up and running 24/7. We stay busy doing everything from back-office helpdesk to supporting development teams with integrations, debugging, and troubleshooting. You are: As a technical-oriented individual, you are capable of resolving any technical issue with ease. Your exceptional customer service approach and effective communication skills help you to quickly solve problems of all levels of complexity, from the simplest to the most challenging. You are always eager to learn new things and have an innate drive for automation and continuous improvement of IT processes. You have a proven track record of working in a fast-paced environment and possess excellent diagnostic skills. You can quickly implement solutions and share your advanced technical knowledge in a simple and understandable manner. Work from our Jerusalem office 5 days a week. Possibility for 1 remote day a week. You will
* Serve as the first point of contact with employees who need technical assistance via phone, chat, email, or remote access.
* Provide quick resolution and excellent customer service.
* Talk employees through basic problem-solving processes.
* Provide on-site and remote support and maintenance of Cross River’s various technologies. This includes installing, repairing, upgrading, replacing, and maintaining hardware/software and peripheral equipment.
* Provide daily operational support for end-user devices, peripherals, and other related technologies that may be used daily and require hands-on support.
* Support responsibilities include performing PC /laptops (Windows and Mac/OSX) upgrades/replacements, equipment moves, hardware installations, technology configuration & deployment along with providing support for locally installed software solutions.
* Troubleshoot hardware and software issues, responding quickly and efficiently to questions from employees.
* Efficiently respond to and use a ticketing system for support tracking.
* Research and evaluate new products and services that help keep our IT environment current.
* Assist with inventory and supply management.
* Assist with updating FAQ and common troubleshooting (knowledge base).
* Solving day-to-day issues and understanding why they occur and how to prevent them from reoccurring.
* Suggest recommendations based on requests from various teams, run the required research, and test various potential solutions on a global scale.
* Provide the IT aspect of onboarding new hires, from delivering the equipment to system technical onboarding.
You have: Proficient in Hebrew and English both written and verbal, sufficient for achieving consensus and success in a remote and largely asynchronous work environment - Required 3+ years of experience working as a #help_desk / experience in a support role in a mid-large high-tech organization (military experience accepted) - Required
* Troubleshooting a range of desktop/laptop computers, knowledge of Mac OS, Windows and Linux Required
* Proven experience supporting Apple Mac hardware and OSX operating systems – Required
* Excellent Customer Service skills via phone, email, and in-person – Required
* Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems - Required
* Experience with MDM solutions such as In-Tune or Jamf
* Possess a "no task too small" attitude. You must be willing to work off-hours from time to time
* Strong Technical and Organization Skills
* Troubleshooting Skills & Analytical Skills (networks, switches, routers, access points, printers, and other devices)
* Ability to manage your daily functions while assisting on projects and handling recurring tasks independently, empathize with the end user, and craft solutions to help them swiftly while under stress
* A thorough understandin

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.

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.

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

Were looking for an experienced Technical Support Engineer with a creative mind and extraordinary investigation skills to join our team. The team aims at providing immediate, high-quality analysis and technical solutions to any issues rising directly from our live systems.
Responsibilities:
Lead live and ongoing escalations while owning all the technical and analytical aspects of the issues
Investigate and identify patterns that are causing issues in the system by analyzing data sets, reading system logs, using dashboards, and debugging tools
Take part and lead processes that will improve production functionality and prevent future problems
Participate in technical A/B tests
Define and create alerts, visualizations, and tools to improve our response time to production issues
Collaborate with the R&D, Business, CRM, and Product teams.

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.

Power the Future with us! We are a global leader in high-performance smart energy technology, with over 5000 employees, offices in 34 countries, and millions of products installed in over 133 countries.
Our diverse product offering comprises intelligent solar inverters, battery Storage, backup systems, EV charging, and complete home energy management ecosystems. By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive. We are looking for Technical Service Specialists to join our growing Global Technical Centre to provide innovative solutions for international markets including North America and Europe. This is an opportunity to become an expert in the company`s product offering and the solar industry in general. Based in our brand-new offices, we will be able to provide a collaborative environment, transportation, meals, and a competitive compensation package.
**This position will require regular night and weekend shifts.**
What will you be doing?
* Answer inbound chats, e-mails, and cases from customers and contractors in a prompt, knowledgeable, and courteous manner documenting all information into call tracking system.
* Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start up products by using general knowledge, product schematics, data stored in knowledgebase, and other sources of information available.
* Work together with operations to validate the authorization to release parts needed to solve problems encountered by customers and contractors.
* Provide updates to knowledge database used by other Technical Support representatives with new troubleshooting information discovered in the resolution of customer calls.
* Manage the monitoring database of customer installations.
* Document all activity in ticketing system and other database software platforms.
* Create layouts on the monitoring site at customers request.
* Excellent interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers and managers.
* General understanding of Microsoft Office products and utilize them efficiently.
Country:
India
City:
Bangalore